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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 Service Operation. Objective: The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks. Part of: IT Service Management | ITIL 2011 processes.