What is request Fulfilment process?
What is request Fulfilment process?
The Request Fulfillment process includes the activities required to select items from service catalog and submit a service request, to give financial and business approvals, to provision, and to fulfill service requests.
What is the purpose of request fulfillment?
The objectives of the request fulfillment process are to: Maintain user and customer satisfaction through efficient and professional handling of all service requests. Provide a channel for users to request and receive standard services for which a predefined authorization and qualification process exists.
What is standard service request fulfillment service?
The goals of the Request Fulfillment process are: • To provide a channel for customers to request and receive standard services for which a pre-defined approval and qualification process exists. • To provide information to users and customers about the availability of services and the procedure for obtaining them.
What is the definition of a service request?
A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery. Service requests are not used in response a failure or degradation of service (which are handled as incidents).
What is the purpose of the request fulfillment process quizlet?
The purpose of the request fulfillment process is to separate the common, low-risk requests and expedite them.
What is difference between incident and service request?
Incident: Restoring something that is broken/disrupted. Examples include fixing a printer, phone, or software. Service Request: Fulfilling a request for information/advice or access a Service. Examples include resetting a password, granting access to a printer, or providing standard setup Services for a new employee.
Which of the following are types of event monitoring?
Explanation : The two types of event monitoring described in the chapter are passive and active. Passive monitoring waits for an error message to be detected, and active monitoring checks periodically on the “health” of the CI. The other two are not recognized by ITIL as event monitoring types.
Which of the following is NOT a service desk structure described in ITIL?
Which of the following is not a service desk structure described in ITIL? Explanation : Matrix is not recognized as a service desk structure in the ITIL framework.
What type of reports may the request Fulfilment process provide?
ITIL request fulfilment has five sub-processes:
- Request fulfilment support.
- Request logging and categorization.
- Request model execution.
- Request monitoring and escalation.
- Request closure and evaluation.
What terms are associated to the request Fulfilment process?
Responsibility Matrix: ITIL Request Fulfilment
| ITIL Role / Sub-Process | Incident Manager | Service Request Fulfilment Group |
|---|---|---|
| Request Logging and Categorization | A | – |
| Request Model Execution | A | R |
| Request Monitoring and Escalation | AR | – |
| Request Closure and Evaluation | A | – |
What helps to streamline the fulfillment of service requests?
The request fulfillment process is a very useful process in the Service Operation stage of the ITIL service lifecycle. It helps to streamline the response to service requests.
What are the three types of events in ITIL?
Absolutely. All incidents are events, since an outage or service quality reduction is a change in the state of that service….In fact, there are three types of events defined by ITIL:
- Information.
- Warning.
- Exception.
What are the two components of known errors?
A Known Error is a problem that has a documented root cause and a Workaround.
What determines the priority of incident?
Definition: An Incident’s priority is usually determined by assessing its impact and urgency: ‘Urgency’ is a measure how quickly a resolution of the Incident is required. ‘Impact’ is measure of the extent of the Incident and of the potential damage caused by the Incident before it can be resolved.
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