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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.
with Incident Management - if a Service Request turns out to be an Incident and. with Service Transition - if fulfilling a Service Request requires the involvement of Change Management. The process overview of ITIL Request Fulfilment is showing the most important interfaces (see Figure 1).