What are Request Models used for?
A.
Capacity Management
B.
Modelling arrival rates and performance characteristics of service requests
C.
Comparing the advantages and disadvantages of different Service Desk approaches such as
local or remote
D.
Identifying frequently received user requests and defining how they should be handled
7.4.1 Request models
Some Service Requests will occur frequently and will
require handling in a consistent manner in order to meet
agreed service levels. To assist this, many organizations will
wish to create pre-defined Service Request models (which
typically include some form of pre-approval by Change
Management). This is similar in concept to the idea of
Incident models, but applied to Service Requests.
Most requests will be triggered through either a user
calling the Service Desk or a user completing some form
of self-help web-based input screen to make their request.
The latter will often involve a selection from a portfolio of
available request types.