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Request fulfillment is the process of providing “normal” services to users; it encompasses service requests from users as well as assistance with general information, complaints, or comments. Request fulfillment calls these requests “service requests” because they are requests for a particular existing service. Service requests should be predictable, and popular service requests can be optimized and automated and “request models” defined for them.

Request Fulfillment should provide a channel for users to request and receive standard services which have a pre-defined approval and qualification process. It should provide information to users and customers about available services and procedures for obtaining them.  It is a source that delivers the components of requested services. Request Fulfillment will also assist with general information, complaints or comments.