Request Fulfilment Policy
ITIL® 2011 Service Operation Process and Policy Pack v2 ©CertiKit ITIL is a registered trade mark of AXELOS Limited
Request Fulfilment Policy
Implementation guidance The header page and this section, up to and including Disclaimer, must be removed from the final version of the document. For more details on replacing the logo, yellow highlighted text and certain generic terms, see the Completion Instructions document.
Purpose of this document This document sets out the organization’s policy with respect to request fulfilment.
Areas of the ITIL® Framework addressed The following areas of the ITIL Framework are addressed by this document: •
Service Operation: Request Fulfilment
General guidance This policy document may be used to set out the organization’s overall attitude to request fulfilment and clarify the principles that should be followed. The processing of service requests can often be overshadowed by emphasis on the resolution of incidents, but it is essential for the smooth running of the organization. Clear principles need to be established early on so that service requests are completed in a secure and effective way.
Review frequency We would recommend that this document is reviewed annually.
Document fields This document may contain fields which need to be updated with your own information, including a field for Organization Name that is linked to the custom document property “Organization Name”. To update this field (and any others that may exist in this document):
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1. Update the custom document property “Organization Name” by clicking File > Info > Properties > Advanced Properties > Custom > Organization Name. 2. Press Ctrl A on the keyboard to select all text in the document (or use Select, Select All via the Editing header on the Home tab). 3. Press F9 on the keyboard to update all fields. 4. When prompted, choose the option to just update TOC page numbers. If you wish to permanently convert the fields in this document to text, for instance, so that they are no longer updateable, you will need to click into each occurrence of the field and press Ctrl Shift F9. If you would like to make all fields in the document visible, go to File > Options > Advanced > Show document content > Field shading and set this to “Always”. This can be useful to check you have updated all fields correctly. Further detail on the above procedure can be found in the toolkit Completion Instructions. This document also contains guidance on working with the toolkit documents with an Apple Mac, and in Google Docs/Sheets.
Copyright notice Except for any specifically identified third-party works included, this document has been authored by CertiKit, and is ©CertiKit except as stated below. CertiKit is a company registered in England and Wales with company number 6432088.
Licence terms This document is licensed on and subject to the standard licence terms of CertiKit, available on request, or by download from our website. All other rights are reserved. Unless you have purchased this product you only have an evaluation licence. If this product was purchased, a full licence is granted to the person identified as the licensee in the relevant purchase order. The standard licence terms include special terms relating to any third-party copyright included in this document.
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Therefore, please note that it is your responsibility to ensure that the content of any document you create that is based on our templates is correct and appropriate for your needs and complies with relevant laws in your country. You should take all reasonable and proper legal and other professional advice before using this document. CertiKit makes no claims, promises, or guarantees about the accuracy, completeness or adequacy of our document templates; assumes no duty of care to any person with respect its document templates or their contents; and expressly excludes and disclaims liability for any cost, expense, loss or damage suffered or incurred in reliance on our document templates, or in expectation of our document templates meeting your needs, including (without limitation) as a result of misstatements, errors and omissions in their contents.
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Revision history VERSION
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Contents 1
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Introduction ............................................................................................................... 8 1.1
Vision statement.......................................................................................................... 8
1.2
Purpose ....................................................................................................................... 8
1.3
Scope .......................................................................................................................... 8
1.4
Governance and review ............................................................................................... 9
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Policy compliance ........................................................................................................ 9
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Related documents ...................................................................................................... 9
Policy statements ..................................................................................................... 10
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1 Introduction 1.1 Vision statement The vision of [Service Provider] in the area of service management is as follows: [Insert the vision statement defined as part of service strategy] This policy forms a key part of the realisation of that vision.
1.2 Purpose The purpose of this policy document is to set out the expectations and intentions of the management of [Organization Name] in the area of request fulfilment. This policy will inform and shape the processes, procedures, organizational structure and resourcing that are applied in support of effective request fulfilment. Unlike incident management where the goal is to reduce the number and impact of incidents, the processing of service requests reflects the normal operation of the business. Requests such as new user creations and software installations must therefore be given the attention they deserve to keep the organization running smoothly and to minimize delays within the business. However, controls must be put in place to ensure that service requests are correctly authorized and carried out and that support resources are used efficiently.
1.3 Scope The scope of this policy is defined according to the following parameters: • • • •
Organizational o [List organizations and parts of those organizations covered] Geographical o [List locations from which service requests will be submitted and managed] Services o [Define the services covered by the policy] Technical o [If necessary, cover the technology that may give rise to service requests covered by this policy]
This policy covers all service requests recorded by [Service Provider] in support of the customers and users of services defined in the service catalogue.
The following areas are specifically excluded from this policy: Version 1
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[Describe any areas that need to be clearly stated as outside the scope]
1.4 Governance and review This policy has been defined by the Chief Information Officer with input from stakeholders and approved by the ICT Steering Group. It will be reviewed on an annual basis and any amendments will be ratified by the ICT Steering Group prior to publication.
1.5 Policy compliance Whilst success against some aspects of this policy will depend upon the resources, systems and processes put in place by management, compliance with this policy is largely mandatory for all employees of [Organization Name]. Where appropriate and at management discretion, instances of non-compliance may be subject to formal disciplinary action in accordance with organizational HR procedures.
1.6 Related documents The following documents are relevant to this policy and should be read in conjunction with it: •
Request Fulfilment Process
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2 Policy statements [Organization Name] policy with respect to the fulfilment of service requests is as follows: • •
• • • • • • • • • •
Service requests should follow pre-defined procedures (request models) which include all relevant authorization requirements All service requests must be recorded within the request fulfilment system provided for this purpose. This will allow accurate information to be produced about the performance of the request fulfilment process, including the level of resourcing that must be applied The workflow and (if possible) completion of service requests should be automated where appropriate, taking due regard for authorization requirements The principle of separation of duties should be applied where appropriate in the completion of service requests Service requests that impact specific configuration items should be defined and logged as a standard change within the context of the change management process Service requests must be completed within timeframes acceptable to the business and documented in the relevant service level agreement All service requests should be stored and managed in a single management system Service requests should be classified according to an agreed scheme which allows for the production of accurate and useful management information All service requests should be prioritized according to their urgency and impact and addressed in priority order The user should be informed if a service request is likely to exceed its completion timescale as defined in the SLA All updates to a service request should be recorded against the relevant record All service requests should be allocated a unique reference number
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