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IT Support & Hardware · Foundational

Service Request Management

The ITIL practice of handling pre-defined, user-initiated requests for services.

Definition

Service requests are normal parts of service delivery, not failures, such as password resets, software access, or new equipment. They follow standardized workflows and approvals and are often fulfilled through a service catalog.

Example

Ordering a new laptop through the portal's service catalog.

Exam tip

Service request is not an incident; nothing is broken.

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