Service Request Management

Fulfillment Group (Implementer)

• Definition:
  • Specialized on the fulfillment of certain types of Service Requests
  • Fulfills the different process steps of the fulfillment process
  • Supportgroups with needed skills from different functional areas
  • Typically, 1st Level Support will process simpler requests, while others are forwarded to the specialized Fulfillment Groups.

Approval

• Definition:
  • Business line leader authorized for the approval of certain types of Service Requests
  • Persons with necessary authorizations for different functional areas