Documenting request fulfillment

Forum to discuss ITIL issues and disciplines covering Service Delivery.
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Joined: Fri Apr 20, 2018 8:00 pm

Sat Apr 21, 2018 8:29 pm

I'm fairly new to ITIL. Trying to document current processes but getting really confused. Currently working on request fulfillment. I have the main process documented and am now trying to document request models for common service requests. I documented the steps to reset passwords and am now trying to document a request for information. Is this the right way to do this?
How would I document a request for information? Something like this:
Step 1 - gather all details
Step 2 - can you answer it?
Step 3 - if not, search knowledge base
Step 4. - if you found answer, communicate to user and update ticket?
If you can't find the answer, escalate

Any help to confirm I am headed in the right direction or suggestion on how to do something different would be greatly appreciated!

Thank you.

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