What is a Service Request?

A Service Request is defined as a formal request from a user for something to be provided. This can include requests for new hardware, software, access to applications, or information. Service Requests are part of IT service management and typically follow established processes outlined in ITIL to ensure they are handled efficiently and effectively.

In the context of ITIL, Service Requests are distinct from other types of requests or notifications. For example, they differ from suggestions for service improvement, which are aimed at enhancing existing services or processes. A complaint regarding service quality represents a dissatisfaction with an existing service and may lead to an incident or problem management process rather than being a request for new services or resources. Similarly, a notification about an incident focuses on reporting an issue that is currently affecting service delivery rather than requesting a service or resource.

These distinctions highlight the importance of recognizing what constitutes a Service Request within the ITIL framework, as it emphasizes the structured approach to managing IT services and ensuring that user needs are met in a consistent manner.