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  1. Organization can get ready made process as best practice and will help for Audir Compliance
  2. This will help to ensure consistent service
  3. This can help for future certification purpose of organization


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.

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Source: Incident & Service Request Management Process (ITIL ISO 20000) Word document


Incident & Service Request Management Process (ITIL ISO 20000)

Sold by Md Monirul Islam (this author has 5 documents)


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File Type: Word (docx)

File Size: 1.2 MB

Number of Pages: 37

Related Topic(s): Incident Management ISO 20000

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Initial upload date (first version): May 3, 2018
Most recent version published: May 4, 2018

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