Service request management is one of the most common and visible practices in ITIL, as it deals with handling user requests in a consistent and efficient way. In this episode, we’ll define service requests as formal user-initiated actions such as asking for access to an application, requesting new equipment, or seeking information. The goal of this practice is to provide a streamlined and standardized path so that routine requests are fulfilled quickly and predictably. ITIL emphasizes the use of request models and workflows, which allow organizations to handle high volumes of requests without reinventing the process each time.

We’ll also highlight how this practice improves both efficiency and user satisfaction. For example, self-service portals and automated request approvals reduce delays and free up staff to focus on more complex tasks. For the exam, remember that service requests are not incidents — they are planned, repeatable actions, and the key is consistency in delivery. This episode was produced by BareMetalCyber.com.