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2012 Request Fulfilment Group Test – The Results

In a previous article I looked at what ITIL 2011 had added to the Request Fulfilment process and some of the pitfalls we may have seen with implementation in the past. This technology review looks at what this means, in practical terms, when approaching Request Fulfilment – what should we be looking for? Our goal is to highlight the key strengths, competitive differentiators and innovation in... 

Review: ServiceNow Request Fulfilment

This independent review is part of our 2012 Request Fulfilment Group Test. See all participants and terms of the review here. Executive Summary Elevator Pitch A solid integrated platform, with the focus on improving the user’s experience of Request Fulfilment, and also focussing on the equally important business view. Strengths They boast a unique approach of focussing on improving an end-user’s... 

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... 

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