What is the service request management process? 6 fresh approaches that deliver surprising outcomes

When your IT help desk is swamped with tickets, routine requests can easily get tangled up with the more critical ones. 

You need a well-defined service request management process to bring clarity, speed, and structure to everyday IT requests.

Below, we’ll break down service request management, how it differs from incident management, and the typical flow of handling requests. 

What is service request management?

Service request management is the structured way IT teams handle everyday user needs, like resetting a password, installing software, or granting access to the right tools. 

It’s a core part of modern IT Service Management (ITSM) and often relies on your information technology infrastructure library (ITIL) frameworks. Luckily, you don’t need to be fluent in acronym soup to understand service request management. 

The goal is simple: help users quickly and stay consistent using standardized, repeatable workflows to ensure every request is handled reliably. 

Service requests vs. incidents: What’s the difference?

A service request is when someone contacts you to ask for something they’re entitled to, such as a new company software license, a laptop upgrade, or access to a shared drive. 

These requests usually follow a predefined, repeatable process, like those you’d find in an employee onboarding workflow

An incident, on the other hand, occurs when something goes a bit off track. Imagine a VPN outage, a frozen laptop, or a system crash. These situations require troubleshooting and don’t always have a straightforward or obvious solution.

Why does this distinction matter? Treating routine requests like emergencies can slow down your help desk and leave users frustrated. 

Common types of service requests

These common requests may seem straightforward, but when they come in high volumes, they can quietly overwhelm your help desk and delay more strategic projects. 

Common service requests consist of:

• Password resets: These are time-consuming and expensive requests (the average password reset costs businesses $70!). They’re often triggered by forgotten passwords, expired logins, or access issues after system updates.
• Software installation and access requests: Users need timely access to essential tools, which can require steps like license verification and manager approval.
• Hardware requests: From laptops to chargers, these typically spike during onboarding, team growth, or equipment refresh cycles. Fast handling is critical to keeping teams productive.
• Access rights and permissions: Requests for access to restricted tools or environments need a secure approval process to support cybersecurity requirements and IT compliance. 

Key steps in the service request management process

Every high-performing IT team has one thing in common: a service request management process they can count on. 

Users know what to expect. IT teams know where to focus. And no one's left guessing where their request stands. 

Here’s what that usually looks like:

1. Submission: The service request management process starts when a user submits a request via a ticketing system, email, or a quick ping on Slack or Teams. 
2. Classification and prioritization: Once the request is in, it’s sorted and routed. Is it urgent? Does it need to go to a specific team? 
3. Approval (if required): Some requests, such as software purchases or access to sensitive systems, need formal approval from a manager or compliance lead before fulfillment. If required, the request goes to the relevant manager for approval. 
4. Fulfillment: Once the approvals are in, it’s go time. This may involve a technician setting up access, prepping and shipping hardware, or an automated workflow managing everything quietly in the background. 
5. Closure and feedback: After the work is done, the ticket is closed, and the user is notified that their service request has been resolved. 

Best practices for service request management

Tightening up your service request management can lead to faster resolutions, fewer dropped balls, and a better experience for everyone involved. Here’s how to do it.   

1. Publish a service catalog that people will use

Spell out exactly what users can request, how to request it, and what to expect regarding timing. 

Be specific. “Request a new laptop” is helpful. “Request a laptop, delivery in 3–5 days after manager approval” is better. The clearer your catalog, the fewer repeat questions (and duplicate tickets) your team has to field.

2. Define request workflows for each service

Not all requests should follow the same path. Map out who needs to approve what, which team handles fulfillment, and how status updates are shared. Document these workflows so they’re easy to follow, and update them when your organization evolves.

3. Automate the obvious stuff

If your team is still manually resetting passwords or approving access to widely-used tools, that’s a red flag. Automate high-volume, low-complexity requests so your team can spend less time clicking and more time solving real problems.

4. Track the metrics that matter

Monitor volume by request type, average fulfillment time, and how often users follow the right process. These data points help you spot where requests are stalling or where AI helpdesk automation could save hours every week.

5. Make the process easy to follow for IT and end users

It doesn’t matter how perfect your workflow is if users can’t find it or don’t know how to start. Keep request forms short, approvals straightforward, and communication clear, and use tools your team already knows and trusts. 

6. Collect feedback in ways that go beyond surveys

Customer satisfaction (CSAT) surveys are fine, but don’t tell the whole story. Look at sentiment trends, repeated complaints, or tickets that keep reopening. These signals help you uncover what’s really working and where the process might need a tune-up.

Turning your help desk into a business accelerator

When users know what to expect and requests are handled carefully, IT stops feeling like a bottleneck and becomes a business accelerator.

The key to achieving this is clear workflows, smart automation, and just the right amount of human oversight to keep everything running efficiently — everything Fixify offers. 

Ready to give your service request management process a serious facelift? Fixify has you covered. 

Book a demo today!