Implementing a Request Fulfillment Process

  • Carlos Mendes
  • Miguel Mira da Silva
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 82)


Request Fulfillment, as the name implies, deals with service requests, defining the roles and activities needed to deliver services. Typically, this process delivers the goods and services that customers request through the service catalogue. Although the Request Fulfillment process is perfectly described in the ITIL books, these do not explain how to implement this process. In this research we propose some solutions to mitigate the risks of a Request Fulfillment process implementation. The proposed solutions include a service request definition, its components, the roles involved in its management, a lifecycle process and their relations with others concepts. The proposal was implemented in two private companies, including a software factory that provides services to several clients. In order to evaluate the solution effectiveness, we monitored 8 metrics proposed by the ITIL framework.


Request Definition Request Lifecycle Process Service Catalogue Service Level Agreements 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Carlos Mendes
    • 1
  • Miguel Mira da Silva
    • 1
  1. 1.Avenida Rovisco PaisLisboaPortugal

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