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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.
But something the ITIL does not mention is exactly what you need... One of the main reasons so many organizations stall at the IT service definition phase is because ITIL is insufficient in defining services, and it offers no help in developing an IT service definition model. To find the best IT service definition framework.