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Request Fulfilment (ITIL v3)

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. 


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



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