This article provides an overview of the ITIL request fulfilment process.

Request Fulfilment is a process within the service desk responsible for dealing with small, repeatable changes (Service Requests) that the IT support team perform for the users. These tasks are usually chosen from a pre-defined list, or menu. Typical requests might be for IT hardware or a password reset.

More in-depth features include:

  1. Defined process flows,
  2. Request models,
  3. Approvals,
  4. Metrics.

The success of a Request Fulfilment process is based on a knowledgeable service desk, and well defined, agreed requests that will be provided. There should also be a focus on continual improvement, looking at which requests can be automated, or performed by the users themselves.

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