Parent Process Reference Framework:  ITIL

Life Cycle:  Service Operation

Request Fulfilment

A request from a user can be to get information, advice, a standard change, or access to a service. 

• Establishing a channel for users to request and receive standard services. 
• Helping users and customers to know about the availability of services and the procedure for obtaining them. 
• Maintain user and customer satisfaction through efficient and professional handling of all service requests. 
• Assist Users and customers with general information, complaints or comments. 

Skills

SFIA combines both Request Fulfilment and incident management as a single skill – Incident Management.

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/service-desk-and-incident-management

Training

ITIL Foundations training