Service Request Management is the IT Service Management (ITSM) practice responsible for handling service requests throughout their lifecycle. The goal of Service Request Management is to provide a consistent and efficient approach to fulfilling requests in a timely, reliable, and user-friendly manner.

A service request is a user-initiated inquiry or demand for access to a service, information, or resource. These requests are typically part of standard operations and are not related to a service disruption. Unlike incidents, service requests are planned, low-risk, and follow predefined procedures for fulfillment.