Requests

A service request records what was asked for, who asked, the related service, the requested and due dates, its status and a completion date when work finishes. The Service Manager can see submitted work in one place and decide whether to approve or reject it. An approved request can then move through work in progress to completed.

Suppose someone requests access to an application used by their team. The requester and service reference identify the context. The Service Manager checks whether the request should proceed. The Service Technician carries out the work; the Service Manager records completion when the action is finished. If the work changes a person’s license allocation, the usage record is updated separately with that person and the right subscription.

• Intake. Record the request type, requester, service and requested date.
• Decision. Keep submitted, approved and rejected outcomes distinct.
• Fulfillment. Use in-progress and completed status with the completion date to follow delivery.

Agree which request types the team accepts and how the Service Manager decides approval. The due date should be meaningful to the people doing the work; choose who sets it and how to revise it when circumstances change. The requester should be able to identify the intended service, while the technician needs enough context in the request type to act.

Decide how completed work is checked. A completed request says the service work was done; a subscription allocation, asset assignment or other related record may need its own update. The handoff is clear when the request’s completion date and the resulting operational record tell the same story.

Enter a request for access to an existing service. Use a real requester, requested date and due date. Ask the Service Manager to locate it in the approval list, approve it and pass it to the Service Technician. The Service Manager moves the request into progress. The technician performs the action, and the manager marks it completed with the completion date.

Rehearse a second request that should be rejected. Its status should remain rejected so nobody treats it as authorized work. Compare both on the request board and check that the person fulfilling work can distinguish approved work from submitted work. The manager should be able to explain who requested each item and which service it affects.

• Requests for approval — Submitted requests awaiting a manager’s decision.
• Request board — Submitted, approved and in-progress work by service and requester.

See service request handling and subscription review.