Service Request Management value streams, processes, and people (roles and competencies)
Domain 2: Value streams, processes, and people
This domain tests the end-to-end flow from request to fulfilment, the design of request models, and the roles and competencies needed to operate them.
Core rules
- The request-to-fulfil value stream moves demand through: request capture, validation, authorization, fulfilment, verification, closure, and feedback.
- Request models make the flow repeatable: they define eligibility, required data, approvals, fulfilment steps, target times, dependencies, and escalation.
- Prioritization for requests should follow agreed service levels and request-model targets, not incident impact and urgency unless a request is also an incident.
- Roles include requestor, service desk agent, approver or authorizer, fulfiller, service owner, practice owner, and catalogue manager. A person may hold several roles, but accountability must be clear.
- Competencies include catalogue and service knowledge, clear communication, empathy, authorization judgement, security awareness, accurate data handling, and knowing when to escalate.
- Automation and self-service move routine fulfilment away from agents; people then handle exceptions, advice, and assurance.
Worked example
A new starter needs a laptop. The request model is triggered by HR onboarding, requires manager approval, selects a standard build, reserves an asset, and sets a five-day target. The service desk validates the request and coordinates; the fulfilment team images and ships the device; the requestor confirms receipt. A request for a non-standard high-specification device does not fit the model, so it follows a separate approval and change route rather than bypassing controls.
Traps that cost marks
- Designing a request model with no approval or target times.
- Treating request priority as identical to incident priority.
- Leaving ownership unclear between service desk and fulfilment teams.
- Closing before the user confirms fulfilment, or without verification.
- Assuming automation removes the need for governance and exception handling.