KIPA
Service Request Management Process
Organization:
KIPA
Document No:
Department:
ICT
Revision:
Section:
Sheet:
1
1 of 6
Contents
1. Introduction ........................................................................................................................................ 3
2. Objectives ........................................................................................................................................... 3
3. Process................................................................................................................................................ 4
3.1 Request Logging ........................................................................................................................... 5
3.2 Request execution ........................................................................................................................ 5
3.3 Request monitoring ...................................................................................................................... 5
3.4 Request closure ............................................................................................................................ 5
4. Roles and responsibilities ................................................................................................................... 5
5. Hierarchal escalations ........................................................................................................................ 6
6. Service Request Controls .................................................................................................................... 6
7. Service Request Management Tools .................................................................................................. 6
Sheet: 1 of 6
Document Control
Document Version History
This table shows a record of significant changes to the document.
Version
1.0
Date
Author
10.08.2022
Description of Change
ICT Team
None
Approvals
This table shows the approvals on this document for circulation, use and withdrawal
Version
Date
Approver
Title/Authority
1.0
Sheet: 2 of 6
Approval Remarks
1. Introduction
The Service Request Management process entails selecting things from a service catalogue and
submitting a service request, as well as providing inventory, budget and business approvals,
provisioning, and fulfilling service requests. It oversees ensuring that IT and other Business Units
services are available for self-help activities and that requests may be properly executed after
necessary authorizations have been obtained.
2. Objectives
The following are the goals of the service request management process:




Provide a method for users to request and receive standard services that are subject to a predefined authorization and qualification process.
Provide information to users about the services that are available and how to access them.
Source and supply the components of standard services that have been requested.
Assist with general inquiries, complaints, or suggestions.
Sheet: 3 of 6
3. Process
SERVICE REQUEST MANAGEMENT PROCESS FLOW
Fill a service
Request form
Requester
Start
Approval
required?
Channel to
implementing unit
yes
Unit Approval
Approval
accepted?
no
no
Refer to the
knowledge base
End
yes
Self help?
End
yes
Acknowledge
notification
provide addition
Information
Service desk
knowledge base
Notify Requestor
yes
no
Request
fulfilled?
yes
Implementer level 1
Process the
request
yes
Service/
inventory
available?
Additional
Information
Required?
no
no
Budget
available?
Deliver service to
requestor
no
yes
Engage
procurement/
development
process
Review budget for
the next cycle
Implementer
level 2
Ticket generation
Notify level 1
Engage
procurement/
development
process
Deliver service to
level 1
no
Sheet: 4 of 6
Escalate to higher
level
yes
Budget
available?
Ticket
Receive & Review
3.1 Request Logging
To document and categorize the Service Request by filling out service request form and channel
it to respective implementing unit. As well as verify the requester's authorization from Head of
Unit to submit the request if required, to provide a quick and efficient response. Requestor can
use knowledge base if applicable.
3.2 Request execution
The goal of this request fulfilment sub-process is to complete the lifecycle of a service request
within the time frame specified in the service level agreement. Escalation to implementer level 2
is applied if implementer level 1 cannot resolve the request using available budget and inventory.
3.3 Request monitoring
Continuously monitor the status of pending Service Requests so that, if service levels are likely to
be broken, countermeasures can be implemented as soon as possible. When a Fulfillment Team
fails to reply or handle a request within a specific timeframe for a particular priority, hierarchical
escalations are applied. notices are sent to team leaders so that they may keep track of work
speed
3.4 Request closure
Before closing the Request Record, requestor must acknowledge request to be resolved. Request
must also be subjected to a final quality check. The goal is to ensure that the Service Request is
processed and that the necessary information to describe the request's lifetime is provided in
sufficient detail. In addition, the results of the request's processing must be documented for
future reference.
4. Roles and responsibilities





Requester- Initiates a Service Request through the Service Request Management Interface.
Request approver- Head of Unit reviews, confirms, and approves service request details
Implementer level 1 – process the request using item's specifications, such as the online request
form(s) and a description of the approval and fulfilment operations.
Implementer level 2 - process the escalated request using item's specifications.
Service desk – perform the following;
a) Carefully record and send all requests to the appropriate request workflow.
b) Check that the request is genuine, and that the user has permission to use the requested
service.
c) Send notification to higher level if SLAs are not met, bringing them up to date on the status
of the requests.
d) Open and close service request ticket activity.
Sheet: 5 of 6
5. Hierarchal escalations
When a Fulfillment Team fails to reply or handle a request within a specific timeframe for a
particular priority, hierarchical escalations are applied. These notices are sent to team leaders so
that they may keep track of work speed and communicate with end users/customers and other
important stakeholders as needed.
Request
Money not refunded
Priority
High
Status
Unresolved
Deadline to
respond
2 hours
Resolution
deadline
5 Business
days
Escalated to
Escalation
manager
6. Service Request Controls
SN
CONTROLS
1
Any service request registered must have a unique request number attached for
tracking purpose.
2
Any service request raised must be filled in Service Request Form.
3
Service Request must be approved when applicable or required.
7. Service Request Management Tools
SN
1
TOOLS
ITSM Automated System e.g. iTop, Jira.
Sheet: 6 of 6