ITIL 4 SRM flashcards
ITIL 4 SRM · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Service request
- A user-initiated request for a pre-approved, catalogue-defined item such as information, access, a standard change, or a routine action, handled through a repeatable request model.
- Request catalogue item
- A published definition of something a user may request, including eligibility, approvals, fulfilment steps, owner, and target times; a request cannot exist without one.
- Request model
- A pre-defined, repeatable way of handling one type of service request, covering steps, roles, approvals, targets, and escalation, reused for every instance of that type.
- Service request vs incident
- A service request is planned, normal demand for an offered item; an incident is an unplanned interruption or degradation. Failed fulfilment can cause an incident.
- Entitlement check
- Verification that the requestor is eligible for the catalogue item under the agreed terms, such as employment status, role, licence availability, or cost approval.
- Standard change link
- A service request may trigger a low-risk, pre-authorized standard change. If the resulting change is not pre-authorized, change enablement must assess it instead.
- Request instance
- A single ticket created from a request model, carrying its own state, history, approvals, and fulfilment evidence while following the shared model.
- Value stream entry point
- The step where demand enters Service Request Management, typically Engage, where the user submits a request through portal, chat, phone, or email.
- Triage decision rule
- If the item is catalogued, the requestor is entitled, and no approval is needed, route straight to fulfilment; otherwise send to approval or reject with a reason.
- Approval design rule
- Add an approval step only where a real control objective exists, such as cost thresholds, risk, or segregation of duties, because each approval adds lead time.
- Automation priority rule
- Automate high-volume, low-variation, low-risk catalogue items first; keep human handling for exceptions and judgement-based requests where variation is high.
- Request approver role
- The person authorized to confirm that a request may proceed, typically for cost, risk, or access reasons, acting within thresholds set by governance.
- Service request manager
- The role owning request models, catalogue quality, fulfilment performance, and improvement of the request value stream across teams and channels.
- Fulfilment group
- The technical or operational team that performs the work needed to deliver a catalogue item, bound by agreed targets and escalation paths.
- Proactive communication rule
- When fulfilment will miss its agreed target, notify the requestor and escalate before the target lapses rather than letting it silently breach.
- Closure confirmation
- Closing a request only after the requestor confirms the outcome and feedback is captured, preventing hidden failures and corrupted satisfaction data.
- Service value chain position
- Service Request Management mainly supports Engage, Obtain/Build through catalogue and automation, and Deliver and Support, with Plan and Improve feeding design.
- Service catalogue dependency
- The service catalogue defines what may be requested and under what terms, so Service Request Management depends directly on Service Catalogue Management.
- Service desk relationship
- The service desk is the main capture and communication channel; Service Request Management defines what happens after a request is captured.
- Change enablement relationship
- Requests producing a change must map to a pre-authorized standard change; otherwise the work is handled as a normal change with assessment and authorization.
- Service level management relationship
- Request response and fulfilment targets must align with agreed SLAs and with OLAs agreed with the fulfilment teams who do the work.
- Asset and configuration updates
- Fulfilment must update asset and configuration records, for example issued hardware, allocated licences, or granted access rights, to keep records accurate.
- Governing body role
- The governing body sets policy on authorization thresholds, risk appetite, and reporting; practice owners translate that policy into catalogue rules and controls.
- Supplier management relationship
- Where fulfilment is outsourced, targets and responsibilities must be agreed in contracts and OLAs so request performance remains measurable end to end.
- Fulfilment time percentile
- Reporting fulfilment time at a percentile such as P90 rather than only the mean, revealing the slow tail that users actually experience.
- First-time-right rate
- The percentage of requests fulfilled correctly without rework, reopening, or a repeat request, indicating process and catalogue quality.
- Automation rate metric
- The percentage of requests completed without manual intervention, used to show how much fulfilment has been shifted to automated or self-service channels.
- Segmentation analysis rule
- Analyze metrics by catalogue item, channel, and fulfilment team, because a single blended average hides the few items driving poor performance.
- Improvement prioritization rule
- Rank improvement candidates by volume multiplied by pain, where pain combines fulfilment time, rework, and dissatisfaction, then fix the top few items.
- Cost per request
- Total fulfilment and handling cost divided by request volume for a catalogue item, used to compare assisted, automated, and self-service channels.
- Shift-left principle
- Move fulfilment capability closer to the user through self-service, automation, and first-line resolution, reserving specialist teams for exceptions and complex work.
- Adoption and abandon rate
- Measures of whether users actually complete requests through a new channel; high abandonment shows the channel is harder than the old route.