Service Request Management
in HaloITSM (ITIL 4)

Make “I need something” fast and predictable. In ITIL, service request management handles user requests for new access, info or standard services (not incidents). We implement HaloITSM so your catalog, forms, approvals and SLAs run smoothly—backed by self-service and knowledge.
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HaloITSM overview
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What is a service request?

A service request is a user’s ask for something predefined—e.g., access to an app, a laptop, information or a standard change—managed through a request fulfilment process distinct from incidents/problems.

Why HaloITSM for requests

Why HaloITSM for requests

Why HaloITSM for requests

Organize request types and make them discoverable in a branded portal, maintain items and fields centrally.

Guided forms & dynamic fields

Guided forms & dynamic fields

Collect just the data you need, reduce rework, and auto-route to the right team. (Supports categories, priorities, SLAs.)

Approvals built in

Approvals built in.

Support single or multi-step approvals (HaloITSM Implementation - Ticket Approvals) on request items before fulfilment—keeping audit trails intact.

Self-service + knowledge deflection

Self-service + knowledge deflection

Promote KB answers and status in the portal to cut L1 load and accelerate fulfilment.

Microsoft Teams in the flow

Microsoft Teams in the flow

Notify, chat, and even embed the self-service portal in Teams so users don't have to switch tools.

Why HaloITSM for requests

Related capabilities

Typical request types you can standardize

Access & permissions

Access &
permissions

App or group access,
new accounts
Hardware & software

Hardware &
software

Laptops, peripherals, licensed software
HR joiner mover leaver

HR joiner/
mover/leaver

Onboarding kits, role changes, leavers
Information & help

Information
& help

“how do I…”, policy
copies, statements

These align with common ITIL request categories and best practices.

How it flows

How it flows

This mirrors the ITIL request-fulfilment pattern used widely.

Reporting & KPIs

  • Fulfilment time & SLA compliance
  • Backlog by request type/queue
  • First-time fulfilment rate
  • Deflection from portal/knowledge

Use dashboards to spot automation and catalog clean-up opportunities.

HaloITSM with 
SMC Consulting Luxembourg

How SMC delivers (FR/BE/LU)

  • Design & build: catalog taxonomy, item templates,
    forms, SLAs, approvals.
  • Integrate & enable: Teams notifications + embedded portal; access with SSO (Entra/Okta); knowledge governance.
  • Optimize: Request bundling (e.g., joiner packs),
    automation rules, and monthly CSI.
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Frequently Asked Questions.

A request is a predefined need (e.g., access, equipment); an incident is an unplanned interruption. They’re managed by different processes in ITIL.

Yes—request items can require single or multi-level approvals before fulfilment, with audit trails.
Use clear categories and concise forms. HaloITSM Service Catalogue guide covers setup, fields and maintenance best practices.
Yes well-maintained knowledge and portal status reduce L1 requests and speed fulfilment.
Yes—HaloITSM Teams integration supports notifications, chatbots and embedding the portal in Teams.
Requests Faq