October 2023
Intermediate to advanced
350 pages
10h 4m
English
Content preview from A Practical Guide to Service Management
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10
Request Management
In this chapter, you will be introduced to the request management capability specifically, and as part of formal service management. This includes the governance (the purpose, objectives, and policies), the execution (the roles and responsibilities, activities, and metrics), and the enablement (accelerating, integrating, and supporting technology) of the capability.
In this chapter, we are going to cover the following main topics:
- Purpose and objectives
- Policies
- Process terms and definitions
- Process inputs and outputs
- Process activities
- Roles and responsibilities
- Key process indicators
- Process integrations
- Technology requirements
Purpose and objectives
Request management is the process that is responsible for managing ...