Service Request Management Process Playbook
Get this template instantly
Fully editable • Instant download • Human support • Free updates
What is This Playbook?
This is a Service Request Management Process Playbook that documents how IT teams should handle user requests for standard services. It provides step-by-step guidance from request intake through fulfillment and closure.
What’s Included?
• Service request process overview and objectives
• Definitions and scope of service requests
• Roles and responsibilities (requester, service desk, fulfillment teams)
• Visual process flow diagrams
• Categorization and prioritization guidelines
• SOPs for common service requests
• SLA and OLA definitions
Who Should Use This Playbook?
• IT service desk and support teams
• IT operations and fulfillment managers
• IT service managers overseeing request workflows
• IT governance and compliance personnel
• ITSM process owners and auditors
Why This Playbook?
Service request volumes can be high and varied; this playbook brings consistency to how requests are processed, prioritized, and delivered. It improves transparency, reduces errors, and supports meeting agreed-upon service levels.
FAQ
1. Is it safe to provide my credit card/payment information?
YES, our store is powered by Shopify which is one of the most trusted e-commerce platforms. Shopify is certified Level 1 PCI DSS compliant. All Shopify stores include an SSL certificate that uses industry standard 256-bit encryption technology. This is the same level of encryption used by large banks to keep your information secure.
2. Will I get support if I have an issue or a query?
Definitely, yes, we have a dedicated support team who will happily assist. It can be an issue or any help with our templates. Our support policy is to address the customer query ASAP regardless of the product they purchase.
3. Is this a one time payment or monthly membership?
All our products are ONE TIME PAYMENT. We do not offer subscriptions so whatever you pay will be be one time.
4. How do I access my downloads?
After you checkout, you will be taken to a download page. You will also get a download link in your email.
5. What if the download link does not work?
Sometimes links can be blocked by a corporate firewall so please try using the link from a different network or from home. If you still cannot access drop an email to support@itsm-docs.com and use our Contact Us Page.
6. Do you provide refunds?
We will REFUND the full amount in the following scenarios -
- Templates don't work as described, and we cannot fix your problem in a reasonable time.
- Templates are missing from your download and we cannot provide you the same templates shown on the site.
- You are not able to access the download. We will try to provide different mediums but if none of them work for you then we will refund your amount. Check our Refund Policy.
7. What are the different types of payments accepted?
We accept PayPal, Apple Pay, Google Pay, Master Card , Amex and VISA.
8. Do these templates work with Excel?
Yes, the templates are built using MS Office so will work on Excel.
9. Can the templates be customized or edited?
Yes, our templates can be edited and changed as you need. But reselling of templates is not allowed.
10. Why do you have a logo on the documents?
The ITSM Docs logo is only visible on the template images. We do not use logos on templates so you can customize the template as needed.
Unsure About Our Templates? Schedule a Demo With Us!
Book a demo and explore how our templates can address your unique needs. Our SME will walk you through the templates and answer all your questions.
