Search existing knowledge bases to find information to fulfill the service request.  This includes incident information, problems and known errors, operational documentation, and other sources of information.

Fulfill the service request, depending on the nature of the service request.  Follow an established request model.  This covers the spectrum from merely providing information or advice to carrying out some action for the requestor.  (More involved work should be submitted as a change request, not as a service request.)

The fulfillment of the service request may be performed by another process or specialists from another process may participate in its fulfillment.  Nevertheless, control of the service request is still under the purview of this process.  Monitor the service request to its completion.