IT request management
Request fulfillment
The request fulfillment process is responsible for managing the life cycle of all service requests.
What is an IT service request?
ITIL® (Information Technology Infrastructure Library) formally defines a service request as a request from a user for information, advice, a standard change, or access to a service.
Primary objectives
The primary objectives of request management are:
- Provide a channel to request and receive services
- Provide information regarding services and how to obtain services
- Maintain customer satisfaction through efficient, professional handling of all IT Service Requests
Benefits and value to Rutgers
- Provides a defined channel for requesting IT products and assistance
- Aligns IT activity to user requests through effective prioritization and resource allocation
- Ability to measure and gauge the utilization and consumption of IT resources
Contact us
To learn more about IT Request Management, email us at smo-support@oit.rutgers.edu.