Incident & Service Request Management Process (ITIL ISO 20000) (Word DOCX)

Incident and Service Request Management Process (Request Fulfillment Process) are one of the Major process of ITIL which aims to quick restoration of IT Service. This process is designed as per ITIL and ISO 20K and can be easily fit into major organization. Individual organization can follow this process for their IT Operation and do the tailoring accordingly. Many IT Operation people dont relate interruption with business value that is being lost.

Hence, for any interruption, if they focus on restoring service first instead of doing detail analysis in primary stage, interruption will be less. If interruption is less, business loss will be less too which can be revenue loss, reputation loss, productivity loss etc

Incidents and service requests are different too which required different focus in terms of Analysis. Like Service Request are mainly for increasing business productivity by serving different IT related requests where incident are interruption to business.

This Word document provides a comprehensive framework for managing incidents and service requests, ensuring that your IT operations align with industry standards. It includes detailed process flows, roles and responsibilities, and key performance indicators to help streamline your IT service management. The clear delineation of tasks and accountability ensures that every team member knows their role in maintaining service continuity and efficiency.

The visual aids and charts included in the document make it easy to understand and implement the processes. This resource is essential for any organization looking to enhance their ITIL and ISO 20000 compliance, improve service delivery, and minimize business disruptions.