Hey IT champs!
Ever wondered what distinguishes a ‘service request’ from the myriad of other demands that an IT department faces? Well, the ISO 20000 has got our backs on this one! Let’s unravel the mystery together.
Service Requests in a Nutshell
In the refreshed 2018 edition of ISO 20000, the Service Request Management process might appear more concise, but it remains pivotal. These are the activities that don’t require us to take the scenic route through the full-blown change management process.
So, What Counts as a Service Request?
In layman’s terms, think of requests for information, access, or those sweet, sweet pre-approved changes. That’s right! No need for a lengthy approval ordeal. Some common examples? Resetting passwords (because who doesn’t forget them now and then?), asking for access to specific systems, requesting essential documentation, or even just an inquiry. These are our bread and butter in IT.
How Do We Handle These Requests?
Here’s a roadmap, as defined by the mighty ISO 20000:
- Registration & Classification: First, capture and categorize that request. Know what you’re dealing with!
- Prioritization: Not all requests are created equal. Rank them based on urgency and impact.
- Resolution: The fun part – fulfilling the request. Provide the necessary information, grant that access, or make the pre-approved change.
- Closure: Once fulfilled, close it out. Tidy endings are satisfying, aren’t they?
And there you have it! Service Request Management doesn’t need to be a daunting task. With ISO 20000:2018 as our guide, it’s a structured and straightforward journey. Keep those requests rolling in, and remember, we’re here to serve (quite literally)!
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