Service teams play a significant role in most organizations, often operating behind the scenes to deliver vital support and assistance. They are the backbone of various departments, offering essential services such as IT support, human resources guidance and other critical functions enabling the smooth operation of other teams.

Service request management software, in this regard, constitutes a fundamental element of the Information Technology Infrastructure Library (ITIL ) framework, designed to shed light on service requests. It helps in establishing consumer expectations and addressing requests initiated by the employees conveniently and efficiently. 

What is Service Request Management?

What is Service Request Management-01

Service request management involves receiving, recording, and acting on service requests. This process is crucial for teams with a substantial volume of submissions, such as IT, HR and workplace teams. Effective service request management is vital to efficiently handle these requests and ensure no tasks or issues are overlooked.

Implementing a predetermined service request management software can empower your team to provide excellent service even when facing a high volume of requests. This approach simplifies your ability to:

  • Rapidly record, assess and allocate requests to the appropriate team member.
  • Monitor the progress of service requests to ensure employee satisfaction with the assistance provided.
  • Regularize requests by employing a service catalog that outlines available services.
  • Monitor the entire lifecycle of service requests, from submission to resolution, facilitating insights into ongoing tasks and response time.
  • Manage and refine the approach your team uses to address service requests.
  • Safeguard your team’s capacity and prevent them from being overwhelmed by a barrage of requests.

The Service Request Management Process, Simplified

The Service Request Management Process Simplified

Managing service requests might appear overwhelming initially, particularly if your team is overwhelmed by demands and you have not established a predefined process. To aid your initiation, we’ve simplified the service request management journey into five simple steps:

1. Submission- When an employee submits a request 

The procedure begins when an employee initiates a service request. Various methods can be used for employees to create requests, which vary based on the size and requirements of your company. Basic methods like Gmails, phone calls or online forms might be used in smaller companies. In contrast, larger organizations often opt for more advanced platforms such as help desks, service desks or dedicated employee help portals. 

2. Assessment – The service team receives and evaluates the request 

 To effectively handle a request, it’s essential to understand its nature. In this stage, the relevant team or department understands the request. This involves assessing its urgency, identifying the necessary resources or tools for completion and confirming whether it requires approval from a supervisor or validation from IT, HR or the relevant business unit. Multiple employees or departments need to collaborate during this process.

The service team evaluates the request to determine the following:

  • The urgency of the request—like when a password reset is urgently needed due to a computer lockout. 
  • The necessary resources or tools essential for fulfilling the request—such as writing, design and publishing resources for a blog request.
  • Determining if the request mandates supervisor endorsement or validation from another team—for instance, an employee seeking a new computer might necessitate initial approval.  

3. Execution- The service team executes the request 

With the necessary insights, the team can proceed to execute the request. This involves designating the request to a particular team member and supplying an anticipated deadline for completion. During the request’s execution, your team might need to contact the requester for additional details.

4. Request Closure – The service team finalizes the request

After fulfilling the request, your team informs the requester and confirms that the service has met their expectations. For instance, if you assisted with a password reset, verifying that the employee can log into their account is essential. Subsequently, the request ticket is closed and archived. 

5. Follow-up: The service team seeks input for feedback

More than just finishing a request is needed to guarantee employee satisfaction. Seeking feedback is essential to ensure your team delivers a positive customer experience and identify probable avenues for enhancing your service request management process.

What is the Purpose of Service Request Management?

What Is the Purpose of Service Request Management-01

Service request management software aims to streamline and enhance the process of receiving, managing and resolving service requests within an organization. This software is designed to efficiently handle various demands, such as IT support, HR inquiries, facility maintenance, etc. Its primary goals include:

1. Centralization:

Service request management software gathers all incoming requests in one place, making tracking, prioritizing, and managing them more accessible.

2. Automation:

The software automates various stages of the request lifecycle, reducing manual workloads and ensuring consistent processes.

3. Efficiency:

By providing tools for categorizing, assigning and tracking requests, the software helps teams work more efficiently and respond promptly.

4. Visibility:

Managers and team members gain visibility into the status of requests, ensuring transparency and accountability.

5. Standardization:

The software often incorporates predefined workflows and templates to ensure consistent handling of requests and compliance with best practices.

6. Data Insights:

It collects data on request volumes, response times and common issues, enabling organizations to analyze trends and make data-driven improvements.

7. Customer Satisfaction:

By improving response times and ensuring requests are addressed promptly, the software contributes to higher customer and employee satisfaction.

8. Scalability:

As organizations grow, service request management software can handle increased request volumes while maintaining efficient workflows.

9. Feedback Collection:

Some software allows for feedback collection from requesters, helping continuously improve services.

10. Integration:

It can integrate with other systems like knowledge bases, communication tools, and asset management systems to provide a holistic view of the organization’s operations.

In summary, service request management software is a pivotal tool for organizations to effectively manage incoming service requests, streamline workflows, enhance customer experience and optimize resource utilization.

Final Thoughts 

Incorporating service request management software for employees and the human resource department can revolutionize how your organization handles and responds to their needs and inquiries. This software brings efficiency, transparency and enhanced customer satisfaction to your operations. Elevate the HR experience with Idhartech HR, unlocking streamlined communication and support. Say goodbye to complexity and hello to streamlined workflows. Experience enhanced productivity and satisfaction today.


Question 1: What is service request management?

Service request management consists of receiving, documenting and acting upon service requests. This process holds particular importance for departments such as IT and HR that face many demands. Efficient service request management is necessary to address the service requests and ensure no issues are left unattended. 

Question 2: How do the HR managers resolve the queries through the service request process? 

HR managers address queries through the service request process by receiving them, documenting them, and then taking appropriate actions to provide solutions. They follow established procedures, ensure timely responses and maintain clear communication to resolve issues effectively while keeping track of each step for accountability.

Question 3: What is the purpose of service request management?

Service request management aims to handle and fulfill various service requests efficiently. It ensures timely resolution of issues, effective allocation of resources and streamlined communication. This process minimizes disruptions, enhances customer satisfaction and maintains accountability within departments, particularly in high-demand areas like IT and HR.

Question 4: How does the service request management software simplify operation?

Service request management software simplifies operations by automating request intake, tracking and routing. It centralizes communication, allowing users to submit requests online. The software categorizes and assigns tasks, ensuring prompt handling. Analytics provide insights that help in decision-making. Overall, it streamlines processes, enhances efficiency and improves user experience.


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