The service request management process is critical to maintaining efficient operations for any organization. By managing and tracking service requests, businesses can ensure that customer issues are resolved promptly and effectively.

No matter in what domain or industry you are operating your business, requests are a standard process from employees, suppliers, or customers. Managing your business service request proficiently always impacts your organization positively and grows your organization as a whole. To manage the service request process efficiently, an enterprise always needs a standardized and structured approach.

It is a tool that helps organizations track and manage service requests from customers. It is designed to help businesses keep track of customer requests, prioritize them, and then route them to the appropriate department or individual for resolution. By using Service Request Management process, businesses can improve their customer service levels and efficiency.

The Overall Process of Service Request Management

When you’re flooded with excess requests, the Service Request Management process might seem time-consuming and overwhelming to your team. To manage it proficiently, you need a professional IT service desk tool that helps you separate the tickets according to the ITIL processes such as Incident, Change, and Problem management process.

Service request management is the process of tracking, managing, and fulfilling requests made by customers or employees.

Let us break down the process of Service Request Management to help you understand it in brief. The life cycle of a service request typically includes the following steps:

1. Submission of a service request from the user

The lifecycle or process of service request management is kickstarted with submitting a service request from a customer/employee. The end user can submit the request to the organization through different ways such as email, phone, online form submissions, or using a self-service portal. Small organizations choose the path of email and phone, whereas larger organizations always go for robust platforms like a help desk, service desk, or employee help portal.

2. Assigning the service request to the appropriate team or individual

The service request is assigned to the service desk technician in this step. To provide a faster resolution, the request is assessed in detail. To understand,

  • The urgency of the request
  • Tools and resources needed to resolve the request
  • Does it require supervisor approval or approval from any other department?

Once the ticket is prioritized and sent to the right technician, the further responsibility is of analyzing cost estimation, user details, and SLAs.

3. Working on the service request

With the above-discussed two steps, technicians have enough information to work on the fulfillment of the request. From assigning the ticket to any specific member or multiple departments to providing the deadline, all these things are covered under this step. The technicians can also opt for follow-up with the users to collect more information.

The technicians leverage various features of the IT service desk to witness the best quality outcomes. It also includes other features of the ITSM process, such as SLA management, release management, purchase management, and asset management, to fulfill the task proficiently.

The organization creates escalation rules which come into the picture when SLAs are breached. This escalation procedure ensures that the service provider meets all the commitments. Escalation rules will help the organization in resolving the service request on time. If the SLAs are breached, it will escalate the issue as per the escalation rules.

4. Closing the service request

Once the service request is resolved, the technician should inform the requestor about the completion of the request and let them verify it to understand whether it meets the expectation of the requestor or not. In the end, the technician closes and archives the request.

5. Follow-Up or Feedback from the Requestor

As the service request is closed and the customer is satisfied, the follow-up part is now. First, the technician should check whether the requestor is happy or unhappy with the resolution. Asking for feedback is a crucial aspect of delivering a great customer experience. If you get any feedback, work on improving your service request management process.

Each step in the life cycle of a service request is essential in ensuring that requests are completed efficiently and effectively. In addition, by following a standard process, businesses can improve their overall customer or employee satisfaction levels.

Benefits of Service Request Management Process

The benefits of Service Request Management are many and varied but can be summarized in three key points: efficiency, improved communication, and cost savings.


Service Request Management can save your business time and money by streamlining the process of handling customer requests.


By having a centralized system for managing requests, you can avoid the duplication of effort often associated with traditional methods such as email and phone tags.

Improved Communication

In addition, Service Request Management can help to improve communication between you and your customers by providing a clear record of all requests and their status. This transparency can help to build trust and confidence in your brand.


You might have witnessed delays in service requests because they were forwarded to multiple teams. Unfortunately, when the response is delayed, SLA is breached. Motadata’s ServiceOps comes auto-ticket allocation feature that automatically routes requests to the relevant team to witness faster resolution. This will help in saving time and prevent any tickets from getting ignored.

The Service Request Management process is crucial to any organization for streamlining service delivery. By following this process, organizations can ensure that all service requests are appropriately documented, tracked, and resolved promptly. This helps to improve the overall quality of service delivered to customers and reduces the chances of disruptions caused by unplanned changes.

Streamline Your Service Request Management Process with Motadata ServiceOps

Manage your service request proficiently and streamline the process with Motadata ServiceOps. With intelligent service management and PinkVERIFY Service Desk, our unified ServiceOps platform gives you the perfect resources and tools to deliver a great customer experience. So, get more by spending less with Motadata ServiceOps.

Request a demo today to learn more about our unified ServiceOps Platform.