Parent Process Reference Framework: ITIL
Life Cycle: Service Operation
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.
SFIA combines both Request Fulfilment and incident management as a single skill – Incident Management.
ITIL Foundations training
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