What are service requests?

A service request is a user request for something new. For example, a user might need a new laptop, access to a service, or information. Service requests are often low-risk requests that can be resolved quickly or even automated (for example, access to software license can be pre-approved). They’re managed by a service project team that works with the entire lifecycle of service requests, including responding to requests, resolving them, and delivering quality service to the customer.

Service requests should be handled as a separate workstream to help IT teams focus by avoiding overly complicated workflows. This is especially the case for organizations with large numbers of requests, considering the variety of different work to handle (incidents, problems, changes, service requests).