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Assessment Criteria for Request Fulfilment

We will soon begin our review of Request Fulfilment offerings in the ITSM market place. Our goal is to highlight the key strengths, competitive differentiators and innovation in the industry. In my previous article I looked at what ITIL 2011 had added to the process, and some of the pitfalls we may have seen in trying to implement Request Fulfilment in the past. I would now like to take a look at... 

Request Fulfilment in ITIL 2011

"ITIL 2011 sees a hefty revision for the Request Fulfilment process." What is it? The ITIL® Request Fulfilment process exists to fulfil Service Requests – for the most part minor changes or requests for information. Request Fulfilment landed on us in ITIL v3 when there was now a clear distinction between service interruptions (Incidents) and requests from users (Service Requests for example... 

Product Group Tests

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