Service Request
Service Request is a formal request by a user for any service they require such as the installation of new software, change of hardware or replacement of a component is called a service request. The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service.”[1]Service requests are fulfilled based on predefined workflows, which may be simple or complex. Regardless of complexity, such workflows need to be standardized and proven to deliver services within agreed service levels.