What is defined as a request from a user that initiates a service action?

A service request is defined as a request from a user that initiates a service action. This term typically encompasses a wide range of requests, such as asking for information, accessing a service, or obtaining help with specific issues related to IT services. Service requests are formal requests that are meant to be managed through a systematic process, ensuring that users receive timely and efficient responses to their needs.

This concept is fundamental within the ITIL framework as it promotes good service management practices by allowing organizations to effectively track and respond to user requests. By clearly defining these requests, organizations can streamline their processes, ensuring that service delivery is both efficient and aligned with user expectations. This structured approach helps eliminate confusion, reduces response times, and enhances overall stakeholder satisfaction.