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service request . Definition: (ITIL Service Operation) A formal request from a user for something to be provided â for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.
ITIL is an ITSM best practice framework, formerly known as the âIT Infrastructure Library.â It is now considered to be the most popular source for ITSM information and advice. ITIL is officially described as: ââ¦ the most widely accepted approach to IT service management in the world.efore we dive deeper into what ITSM is, itâs worth noting that you are probably already doing some ITSM activities â itâs just that you donât necessarily call it ITSM. For example, any or all of the following are ITSM activities: Many of your existing IT activities will map across to ITSM.