Yes I meant Request Fulfillment. Any one have used BMC. Can some one tell me how the experience of BMC Request Module is.

Hi All.
First question under ITIL V3 it is Request Fulfilment and the definition as I understand it is taking requests that are used frequently and building workflows and processes to aid the customer. Yes another term is Request Management. Over the last five years using different ITSM Tools I have successful implemented Service Requests. This is providing to the customer on a self-service portal. The benefit of having Incident and Request modules is for SLA's reporting and also for the IT teams to clearly see the differences e.g incident would start with INC Service Request would start with SR. Service Desk Plus, FrontRange, Hornbill Supportworks, RMS all have this built in. Using the self-service option is great as you can get them to select various options and information required, instead of the Service Desk having to read an email to try and work out what they are requesting. You can also automate the particular service request to go direct to the relevant team, or the first stage team e.g with a New User, setting up the account, access and then assigning to desktop to install equipment, telephone access etc. The only one problem is when a service request is not a simple or standard request e.g Requires resource, costing in terms of a small project or piece of work?

When you say Request, did you mean service request or request management module? If its service request, I have not seen different modules, we are using HP SM and service requests are still a dropdown. If you are referring to request management (quotes/orders) then the functionality are totaly different.