How are service requests handled in ITIL v3, as compared with ITIL v2?
Cox: In ITIL v3, service requests are handled by a new, independent process called Request Fulfillment. In ITIL v2, all service requests were handled as part of Incident Management, and in that scenario, these service requests would either get badly delayed due to other more important incidents, or unnecessarily passed through too many checks and balances that were more appropriate for handling problems and outages. With the Request Fulfillment process, service requests are handled similar to incidents, but with their own records as well as prioritization and fulfillment approach. Ref: ITIL Service Operation book, 2.4.
Cox: In ITIL v3, service requests are handled by a new, independent process called Request Fulfillment. In ITIL v2, all service requests were handled as part of Incident Management, and in that scenario, these service requests would either get badly delayed due to other more important incidents, or unnecessarily passed through too many checks and balances that were more appropriate for handling problems and outages. With the Request Fulfillment process, service requests are handled similar to incidents, but with their own records as well as prioritization and fulfillment approach.
