Role: Requestor

The Requestor submits requests to the IT organization. These requests may come in the form of an incident, a service request, a request for change, a request for information, or some other type of request.

Synonyms: Sometimes referred to as a "user", although the requestor is not necessarily the same as the user.

Role Sets: Request Fulfillment Roles, Identity and Access Management Roles, Change Management Roles, Configuration Management Roles, Incident Management Roles

Relationships


Additionally Performs	Receive Service Request Validate Requestor Profile Verify Support Status Decline Further Action Communicate Fulfillment Approach to Requestor Notify Affected Parties Concerning Action Categorize Service Request Perform Follow-up Actions Confirm Configuration Information Review Service Request Verify Identity Distribute and Install Deployment Items Run Remediation Procedures Prepare Secure Access to Deployed Items Remove Redundant Capabilities Inform Requester when Facility Request Is Complete Receive Facility Incident Resolve Facility Incident Decline Resolution Generate and Communicate Reports Reject Request Obtain Additional Information Reject Change Reject Change Address Additional Requirements with Requestor Reject Update Request Update Incident Data Validate CI Information Gather Additional Information and Investigate Provide Information to Requestor Perform Resolution for Requestor Step Through Resolution with Requestor Validate Service Recovery Close Incident Record Communicate Closure to Stakeholders Deny Request
Modifies	Change Request Incident Security Monitoring Data Asset Replenishment Request Request for Product or Service

Main Description

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

Staffing

Synonyms	Sometimes referred to as a "user", although the requestor is not necessarily the same as the user.