Scope


The scope of the Request Management process is limited to the support request categories listed in the table below.

Category

Description

Request for Incident Resolution

Request from a user to restore a service that is not functioning the way it is supposed to.

Note:

This includes requests for password resets from users who have forgotten their passwords and requests for backup restores from users who have lost data.

Request for Change

Request from a user for modifying, adding, moving or removing some or all service functionality, access or components.

Note:

Requests for copying data (e.g. for making a backup or restoring a backup at a different location) and requests for batch job runs also fall within this category.

Request Fulfilment

Request from a user for an answer to a service-related question or a request that can be resolved by using a predefined workflow where:

a template for this workflow exists,

no risk & impact analysis is required, and

no other approval than approval from the customer is required.

Compliment

An expression of praise or encouragement by a user.

Complaint

Request from a user for the improvement of the manner in which the service provider organization supports the user.