Service request fulfillment

The scope of service requests in Information Technology Infrastructure Library (ITIL) is large. Tasks can range from resetting a password to onboarding a new hire. Service requests include customer comments, complaints, or other requests for information.

The IT Service Desk template comes with a few pre-built service request types. We set these up to help your service desk agents handle common service requests.

The service request fulfillment process:

manages customer expectations
speeds up request resolution
standardizes any approval processes

Effective service request management reduces the bureaucracy and cost of maintaining IT services.

This page describes some best practices for fulfilling service requests using Jira Service Desk. You may seek formal training in how to make ITIL recommendation work best for your business.

Service request fulfillment process

The information needed to capture and resolve service requests varies. But, you can standardize the process for fulfilling these requests.

The IT Service Desk template associates certain requests with a service request fulfillment workflow. We set up the workflow to complement the following service request fulfillment process. Use it as a jumping off point for your service desk.

The service request fulfillment process, in brief:

A customer requests help from your service catalog or via email.
The service desk assesses the request alongside pre-defined approval and qualification processes. If needed, they send the request for financial or business approval.
A service desk agent works to fulfill the service request, or forwards the request to someone who can.
After resolving the request, the service desk closes the ticket. The agent consults the customer to make sure they are satisfied.

Jira Service Desk's default service request workflow

Using request types, you can associate service requests with an issue type called Service request. This puts the issue into the recommended service request fulfillment workflow.

This workflow follows the basic process above. You can customize it to adapt to the needs of your business.

We include two types of service requests in the template:

Service requests have no approval step. We recommend using them for pre-approved service requests.
Service requests with approvals include an approval step. We recommend using these for requests that need either business or financial approval.

Customize your service request workflows

From your service desk project, select Project settings > Workflows.
Select the edit icon (a pencil) next to either:
- the entry titled Service Request Fulfilment workflow for Jira Service Desk
- the entry titled Service Request Fulfilment with Approvals workflow for Jira Service Desk
Use the workflow editor to add or remove steps and transitions.

Auto-close service requests after resolving them

The IT Service Desk template includes an extra SLA and automation rule. Together, these automatically close service requests three business days after an agent resolves them. This is useful for teams that want to wait before closing requests in case customers have extra feedback.

The SLA called Time to close after resolution starts a clock when the resolution field of a service request is set. This clock stops if the an agent clears the resolution field or if the request transitions to Closed.

You can view, edit, or remove this SLA:

From your service desk project, select Project settings > SLAs.

Tips for creating service request forms on your portal

Begin with the most common requests. Choose ones that are simple and easy to fulfill. This delivers immediate value to customers. It allows the service desk team to learn as they build out future phases of the service catalog.
Document all the requirements for a service request before adding it to the catalog. These include question data, the approval process, fulfillment procedures, the fulfillment team, process owners, SLAs, reports, and so on. This allows the IT team to better manage the request type over time.
Capture the data needed to start fulfilling the request. But, don't overload the customer with too many questions.
Work with stakeholders to standardize the approval process, where possible. For example, pre-approve all requests for new monitors. Or, assign software approvals to the customer's manager.
Document any knowledge base information that might allow customers to service their own request. Record this in a linked Confluence space. If you do, customers can view articles while they search your portal. Read more about creating a knowledge base.
Review your team's performance in fulfilling requests. Adjust your SLAs, requirements, and training to improve customer satisfaction.
Create reports to help manage the lifecycle of a service request offering. These trends can uncover forms that are no longer needed, too complex, or insufficient.