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 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.
IT request management practice advisory group
The request management practice advisory group members listed below have been assembled to collaborate and promote best practices and guidelines around request management.
| Name | Rutgers IT organization | Rutgers IT unit represented | Group role |
|---|---|---|---|
| David Edward | Newark | Newark IT | Co-Chair |
| Brian Luper | Enterprise Service Delivery | OIT Desktop Computing | Co-Chair |
| Valarie Veltre | Enterprise Service Delivery | OIT Help Desk | Co-Chair |
| Eric Marshall | Office of Advanced Research Computing | Advanced Research Computing | Member |
| Lisa Saal | Camden | Camden IT | Member |
| Carl Von Stetten | Institutional Planning & Operations (IP&O) | IP&O IT | Member |
| Sabir Ahmedi | New Brunswick IT Services (NBIT) | NBIT Chancellor's Office | Member |
| Nora Seay | Newark | Newark IT | Member |
| Steven Leonard | Enterprise Infrastructure | OIT Enterprise Infrastructure | Member |
| Mary Jane Canfield | Finance and Administration | OIT Finance & Administration | Member |
| Gabriel Szabo | Enterprise Application Services | OIT Messaging and Collaboration Services | Member |
| Wade Olsson | School of Arts and Sciences (SAS) | SAS IT | Member |
| Veronica Rosel | Health Sciences IT | Rutgers Biomedical & Health Sciences (RBHS) | Member |