There are many possible integrations for a Service Request Management system. Figure 66 is presented as a reference model with a number of possibilities to consider.
- The core of a service request system can be decomposed into the catalog – the means for publishing the services – and the fulfillment mechanisms.
- There may be multiple fulfillment mechanisms, depending on the requirements of what is being done. General purpose BPM engines are common in service request management tools, but may also be found in problem domains such as Access Management.
- Depending on how Demand Management is structured, some service requests may originate there.
- As previously discussed, the Change Management system may generate Service Requests as work orders. (This may in turn be driven by Release Management.)
- A common form of Service Request is for software installation and in mature environments this is aligned with Software Asset Management so that entitlements are correctly managed.
- Access Management may be a common Service Request and (as above) is actually a key link between the Application Portfolio and the Service Catalog.
- Element Management systems may interact in various ways with service requests and their fulfillment systems. For example, in the new forms of dynamic provisioning architectures, a virtualized development environment might be offered and requested, with a BPM engine actually interacting with the virtual server manager to create the new resource.
- The Configuration Management system may be updated as a result of Element Management activity, and may also provide various inventories of CIs to the Service Request management system against which people can file requests.
- Incident Management of course must be tightly integrated with Service Request Management, due to the basic ambiguity of “is it an Incident or a Service Request” – a question which the requestor may not understand when initiating Service Desk contact.
- Projects may rely heavily on Service Requests. Project identifiers may be used as funding channels and valid IDs in such cases are required to flow from the Project Management system to the Service Request system.
- Finally, the IT Data Warehouse should receive summary and perhaps detail information on service request traffic and performance, for integration with other IT management data.
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