Service Request Fulfillment is a process to fulfill service requests of users of IT or Enterprise services. Examples of such requests to the IT department could be requests for installation of new software, change of hardware or access to a server.
The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service.”
The ITIL service requests fulfilment are usually for small changes or additions which have low-risk, low-cost and occur quite frequently. Because of this, these requests are separated from high-risk ones, which is why it has been made into a separate process being handled by a dedicated team. The process of fulfilling the requests made is called as request fulfillment. Typically also these requests affect individual users.
In Enterprise Service Management, these requests could be for services from various functions like HR, Finance or Purchase. Examples of such requests could be an employment letter from the HR department, a query on the tax from Finance or a requisition for making a purchase.