When a user makes a request for service using one of the available channels (such as by calling a service desk, by sending an e-mail or by completing a self-service dialog), the request is examined and checked to see if it passes the criteria for acceptance. If not, it is rejected.

Typical tasks include:

• Checking completeness and accuracy of user information
• Confirming user entitlement to have the request processed, and perhaps defining a class of service for the request
• Calling up and confirming relevant configuration information.

In order to be able to follow up on the service request later, a reference number is typically assigned to the request and the contact details are stored in a repository (tool or database, depending on the selected tooling for request fulfillment). If the request is rejected, this decision and the reasons are communicated to the user.

Once accepted, the request is classified, meaning that the request handler performs a request assessment. This includes understanding and analyzing the request content so that a categorization is possible as well as a prioritization of the request (based on the rules defined in the request fulfillment framework). Additionally, all relevant information about the request is documented in the request details.