Service Request Template

In this tutorial, you will learn what a service request is and its template. In the world of software testing and IT support, a “Service Request” is a fundamental concept. A service request is a user-initiated request for access to a service, information, or a standard change that is not a failure or error in the system.

What is a Service Request?

A Service Request is a formal user request for access to a service, information, or a standard change to be provided. It could include requests such as:

• Access to an application or software tool
• Password reset
• Installation of new software
• Hardware upgrade
• Request for information or documentation

Service Requests are usually handled through a structured process by the IT service desk or support team. They are often predefined and follow a standard workflow for quicker resolution.

• Purpose: To request access, information, or changes that are routine and pre-approved.
• Not an Incident: Unlike incidents, service requests are not about fixing something that’s broken.
• Part of ITSM: Service Requests are an essential part of IT Service Management (ITSM).
• Automated Workflows: Many service requests are handled automatically using service management tools.

Template

A service request typically follows a standard format to ensure clarity and efficiency. Here’s a simple template used in many organizations:

Field	Description
Request ID	Unique identifier for tracking the request
Request Date	Date and time when the request was submitted
Requester Name	Name of the person submitting the request
Request Type	Type of service needed (e.g., access, installation, upgrade)
Description	Detailed description of what is being requested
Priority	Priority level (e.g., Low, Medium, High)
Status	Current status of the request (e.g., Open, In Progress, Completed)
Assigned To	Support team member responsible for fulfilling the request

Service Request Tools

Several tools are available to manage and automate service requests. These tools help IT teams track, prioritize, and fulfill requests efficiently:

• ServiceNow: One of the most popular ITSM tools used for handling service requests.
• Jira Service Management: Offers powerful features for IT support and request handling.
• Freshservice: A cloud-based tool designed for IT service management.
• Zendesk: Well-known for customer support and also supports service request workflows.