Service Catalog and Request Fulfillment
A Service Catalog is a database of IT services support selling and delivering the services to customers. A Service Request is a user request for information, a standard change or access. Request Fulfillment manages these Service Requests with in service level agreements (SLAs) to achieve customer satisfaction.
Process Guide This guide is intended to be distributed to the customer in advance of the Implementation Workshop to give them an opportunity to understand the process that will be discussed and configured during the workshop. This guide gives a very detailed explanation of the process we will be encouraging the customer to follow.
Once the workshop has been conducted it is expected that the guide be updated to reflect the specific process design agreed with the customer. This should then be given to the customer to approve as a form of early acceptance criteria before any product configuration begins. The customer can then use this guide as their formal process documentation to be provided during an audit.