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.