The Requestor utilizes an IT system and receives services performed by the IT organization. When the user needs help, the user contacts Request Fulfillment (often performed by an organization called a Service Desk). This help may be in the form of an incident, a service request, a change request, or request for information.

Responsibilities

• Utilizes IT services to perform business tasks
• Contacts the Service Desk for
  • Requests for Information
  • Service Requests
  • Incidents
  • change requests
• Provides information, as needed, for
  • Incidents submitted
  • Problems related to incidents opened by the Requestor
  • change requests submitted
• Ensures that a change request is complete with accurate information at a sufficient level of detail to implement the change
• Works with the Change Manager to resolve any data inconsistencies with the request
• Responds to all issues/concerns raised by the Approvers
• Ensures all issues/concerns with each submitted request are resolved