Businesses receive different types of requests from their customers. They receive requests for access to the applications, computer upgrades, software enhancements and new systems. These requests are classified under “request for service” category. The IT team must be able to handle and process all these requests properly, efficiently and on time. A service request management program helps handle all such requests without any glitch. The recurring requests can be handled more efficiently by defining the repeatable procedures and processes.

The customer request for a service must be fulfilled as quickly as possible or it can lead to customer dissatisfaction. Such requests can be handled well when the IT team and service desk is equipped with the right tools. The staff assigned to this desk must have knowledge of the software and systems used for managing the service requests. Companies that receive a large number of requests must have a separate department for handling all such requests. The solutions used to solve the requests should be recorded and shared with other departments. It ensures better team coordination within the organization.