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Information Management
Closure Fulfilment The actual fulfilment activity will depend upon the nature of the Service Request. Some simpler requests may be completed by the Service Desk, acting as first-line support, while others will have to be forwarded to specialist groups and/or supplier s for fulfilment. Some organizations may have specialist fulfilment groups (to ‘pick, pack and dispatch’) – or may have outsourced some fulfilment activities to a third-party supplier(s). The Service Desk should monitor and chase progress and keep user s informed throughout, regardless of the actual fulfilment source. When the Service Request has been fulfilled it must be referred back to the Service Desk for closure. The Service Desk should go through the same closure process as described earlier in paragraph 4.2.5.9 – checking that the user is satisfied with the outcome. 4.3.6 Triggers, input and output/inter-process interfaces Most requests will be triggered through either a user calling the Service Desk or a user completing some form of self-help web-based input screen to make their request. The latter will often involve a selection from a portfolio of available request types.The primary interfaces with Request Fulfilment include:
Where appropriate, it will be necessary to relate IT-related Service Requests to any incident s or problem s that have initiated the need for the request (as would be the case for any other type of change). Request Fulfilment is dependent on information from the following sources:
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