There are several processes that aid in achieving the primary goals of the ITIL Service Operation stage. Customers can access services at Service Operation. Customer satisfaction is crucial. The Request Fulfillment Process is one of the processes that make up the Service Operation stage. This process was described in the ITIL course. All requests are processed according to pre-defined protocols. This ensures customer satisfaction and flawless feedback. If the ITIL Foundation Training guidelines are followed, service requests won’t result in customer dissatisfaction or a decrease in quality. This will ultimately have negative consequences for the business.
Request fulfillment process objectives
The request fulfillment process has the primary goal of providing a workflow that allows users to request and get a standard service. Standard services include providing a new notebook for a company employee, resetting a user’s password, and changing the laptops of employees who have been in business for more than three years. These are examples of standard services and are managed by the request fulfillment process.
The request fulfillment process also aims to establish a pre-defined approval and authorization process for standard service requests. To reset a user’s password, for example, there might be an approval process. Or to give a new notebook to an employee with his manager’s permission. These types of authorization and approval processes are established during the request fulfillment process.
Another goal of the request fulfillment process involves providing information to customers and users about the availability of services. End customers use services. Users might be notified in advance if there is a service disruption or outage. You might be notified about system upgrades or maintenance. Users might not be able to use certain services correctly until the upgrade or maintenance is complete. This information must be provided to customers in order to fulfill their request.
Another goal of the request fulfillment process is to acquire and deliver components of requested standard services such as software data carriers and licenses. As an example of a service request, we have provided a new notebook to a new employee. Additional software and applications will be required for the laptop. You may need additional software, such as the Microsoft Office package. Other software applications can also be required by your company. These types of licenses can also be provided as part of the request fulfillment process.
The final goal of the request fulfillment process includes providing support with general information, explanations and support in case of complaints. A customer of a bank might not be able to transfer money to a friend’s account or a subscriber to a telecom operator might not be able to pay for its prepaid phone. These services require standard services and certain steps to be followed. This is why the request fulfillment process includes explanations and general information.
The value of the request fulfillment procedure
Although it may seem like an ITIL process, the request fulfillment process is extremely valuable for the organization. The following are reasons why it is useful:
It allows users to quickly and efficiently access standard services, which increases productivity and quality of business services.
Its predefined request fulfillment protocol makes it easier to request and receive access to existing or new services.
It lowers the cost of providin