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NSPL SOlution Advisor

Request Fulfillment

NSPL Request Fulfillment
A formal inquiry by a user for any service they require, such as the installation of the latest software, modification of hardware or replacement of a component is called a service request.

 The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service.”

The ITIL service requests fulfilment are usually for small changes or additions which have low-risk, low-cost and occur quite frequently. Because of this, it would not be wise to club these requests along with high-risk ones, which is why it has been made into a separate process being handled by a dedicated team. The method of fulfilling the claims made are called request fulfilment.


By the end of this ‘Request Fulfillment’ lesson, you will be able to:


  • Explain the request fulfilment process and how it contributes to OSA.
  • Understand the overview of the objectives, scope, and importance of request fulfilment as a process to generate market value.
  • Explain the policies, principles, concepts, activities, methods, request models and techniques in relationship to OSA practices and information management.
  • Discuss the metrics used in request fulfilment.