What is a service request? A service request in IT support refers to a formal request from a user for access to a service, information, or support that is not related to an incident or service failure. These are typically planned, routine, and low-risk requests—such as password resets, software installations, or access to shared drives.
Understanding what is a service request is essential for efficiently managing everyday user needs and ensuring smooth IT operations without disruption.
Defining a Service Request
According to ITIL (Information Technology Infrastructure Library), a service request is:
“A user request for information, advice, a standard change, or access to an IT service.”
Unlike incidents—which are unplanned interruptions—a service request is a pre-approved, pre-defined interaction with the IT team or helpdesk.
Common Examples of Service Requests:
- Resetting a forgotten or expired password
- Requesting access to a shared folder or database
- Installing approved software or drivers
- Setting up a new email account
- Ordering a new laptop, mouse, or monitor
- Requesting VPN or remote access setup
How Service Requests Differ from Incidents
| Feature | Service Request | Incident |
|---|---|---|
| Nature | Planned, standard process | Unplanned disruption or failure |
| Goal | Provide access or fulfill user need | Restore normal service quickly |
| Risk Level | Typically low | Can be moderate to high |
| Resolution | Follows a predefined workflow | May require troubleshooting or escalation |
How Service Requests Are Handled:
Service requests are managed through Service Request Management, a structured process that ensures requests are:
- Logged through a helpdesk or self-service portal
- Categorized & Prioritized based on type and urgency
- Assigned to the appropriate support team or fulfillment group
- Fulfilled using pre-approved steps or automation
- Closed after confirmation with the user
Modern IT teams often use automation and templates to speed up fulfillment, especially for repetitive service requests.
Benefits of Efficient Service Request Management:
- Reduces workload on IT staff through automation
- Improves response time for end users
- Standardizes delivery of common services
- Enhances user satisfaction and transparency
- Frees up technical teams to focus on more complex tasks
Final Thoughts
Understanding what is a service request helps organizations streamline their internal processes and improve end-user experiences. By efficiently managing non-incident requests, IT teams can deliver faster, more consistent service while maintaining control and visibility across the organization.
