What are the roles and responsibilities in request fulfilment?
The request fulfilment process involves a number of different roles. These roles can be carried out by the same individual, or by different people.
Users – Requestor
Users are responsible for raising service requests using the method agreed and documented in the request fulfilment service request model. Users should be trained in how to raise service requests, how to access updates on the status of their request, and how to accept closure of the service request following fulfilment.
1st level support
1st level support, which is often the service desk, has the role of recording and categorizing service requests from information provided to them by the users. 1st level support is responsible for passing any unfilled requests to 2nd level support for fulfilment. These are also known as request fulfilment groups. 1st level support is additionally responsible for keeping users informed on the status of the service requests through the request fulfilment process.
Request fulfilment group
There can be several request fulfilment groups, with each one responsible for executing the fulfilment of specific categories and types of service requests. For some types of service request, it may be necessary for one fulfilment group to enlist the assistance of another specialist request fulfilment group, for example engaging with a procurement function where it is necessary to buy in equipment or services necessary to fulfil the service request.
Service request approvers
Some categories of service request require approval before they can be actioned and fulfilled. This can include financial approval where spend is required and the cost to fulfil the service request is greater than the approval limit of the requestor. It can also include security approval if the type of service requested requires the requestor to have sufficient security clearance. Some organizations insist that line managers review and approve all service requests that aren’t just requests for information.
Incident Manager
The incident manager is the process owner for the request fulfilment process. The role is responsible for the effective design, implementation, change management, and continual improvement of the request fulfilment process. The role also carries out reporting for the process Key Performance Indicators (KPIs) and is responsible for defining the interfaces between the request fulfilment process and related ITSM processes including incident management, access management, knowledge management, change management, financial management, and configuration & asset management. The role provides the first stage of escalation for any issues with request fulfilment, including and requests that cannot be fulfilled within the agreed service levels.