In 2015, our team drafted a Service Request Management Process Guide for our clients. The Guide presents all the activities of the process and respects the ITIL V3-2011 reference framework. The processess were verified with ITChapter, an Axelos partner in Canada.
The Guide includes the following elements :
Presentation of basic principles and definitions
Details of the roles involved in the process
Presentation of the high level flowchart
Presentation of detailed activities and roles involved through standardized procedures
Summary table of activity breakdown by role : RACI
The Guide is now part of our in-house standardized tools.