Depending on the request assessment the request can be within this process (within the remit established by the Request Fulfillment Framework) or routed to other processes.

If the request is fulfilled within the capabilities of this process (for example, by providing information or guidance) the response to the request will be created and documented and sent to the user. Either the request is resolved (the user is satisfied), or the request handler has to deal with the complaints about the unsatisfying response to the request. The latter can lead to a reconsideration of the request fulfillment or to a transfer to other processes (if the request cannot be fulfilled in a satisfying way by the request handler).

If the request has to be transferred to another process, the request item will be assigned depending on categorization (for example, to incident management) or prioritization of the contact item. This means that the item including all relevant information and documentation (detailed description, any advice, guidance) is routed and the receiving process is notified about the assigned request item.

If the request is resolved, a check can be made with the user concerning their satisfaction with the resolution, and all relevant information is updated, culminating with marking the service request as ready for closure.