ITIL Service Request

An open discussion on issues related directly or primarily to the service or help desk.
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Posts: 5
Joined: Thu Aug 28, 2014 8:00 pm

Thu Dec 11, 2014 7:44 am

Hi all,
I am new in ITIL and I would like a clarification about ITIL procedure of handling service requests. As I understood in ITILV3,Service Requests are frequently occuring, low risk and low cost. I am not sure I understand these concepts of small changes. What do they mean by low cost or frequently occuring?

If someone could point me in the right direction or give me an example would be of great help.

Thank you

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Posts: 7
Joined: Sat Dec 06, 2014 7:00 pm

Mon Dec 15, 2014 3:04 pm

I think Service Requests are considered low risk, low cost and frequently occurring because they can be dealt with quickly with low impact. Password resets or new access to services can be considered service requests.

If a customer's account is locked because they improperly typed in their password too many times - this is a service request. The service (perhaps, Active Directory) is up - only this user is unable to access it. If the customer was getting an error about the server not being accessible this would be an incident.

If a customer needs access to a system they have not previously had access to (perhaps a new email needs to be set up for a new employee), this would become a service request.
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Senior Itiler
Senior Itiler
Posts: 59
Joined: Thu Jun 04, 2015 8:00 pm
Location: Hyderabad ,India

Sat Jun 06, 2015 2:27 pm

Service request need not be always a low time consuming activity .For Example need the data extract for last ten years or twenty years . This is high time consuming .

The contract negotiation plays the most important role in this case .
Kranti Kiran Kumar Gedela

Project Manager - SAP

ITIL® Expert
Lean Six Sigma Black Belt ®
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