IT Service Request
The IT Service Request process is a critical aspect of an organization's IT department. It ensures employees have access to required IT services for optimal performance, handling requests like password recovery, app access, new hardware provision, software license purchases and upgrades.
Workflow Steps
Step 1 - Request from Self-Service Catalog
An employee selects a standard service from the IT self-service portal (e.g., "Request a new software license," "Request access to a shared mailbox," "Reset my password").
Step 2 - Automated Approval (if needed)
For requests with a cost or requiring supervisor awareness, the request is automatically routed to the employee's manager for a simple, one-click approval.
Step 3 - Automated Fulfillment
Many requests, like password resets or adding a user to a software group, can be fulfilled automatically via scripts and API integrations. More complex requests create a ticket for the service desk to handle manually.
Step 4 - Closure & Notification
The employee is automatically notified that their request has been completed, and the ticket is closed. For software requests, license usage is automatically updated in the asset management system.
The Purpose of IT Service Request
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