IT Tools

Request Management Software: What it is And Why it Matters

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IT teams often struggle with service requests that pile up without a good system. This leads to delays and frustrated users. Request Management software helps teams process and track service requests in an organized way.

Studies show that 80% of users measure their satisfaction with IT services through one thing: speed of resolution. This makes efficient request handling crucial for maintaining user confidence in your IT department.

In this article, we'll explain what Request Management is, how it fits into a wider IT Service Management strategy, and what to look for when choosing the right software.

Let's look at how you can improve your request-handling process and make your IT team more effective.

What is Request Management?

IT teams receive a constant stream of service requests — ranging from software installations to access permissions and IT training enrollments. Service Request Management provides a defined process to handle them efficiently.

The process begins when a user submits a request, typically through a self-service portal or help desk. The system categorizes the request based on type, urgency, and predefined rules, ensuring it reaches the right team or individual. Throughout the process, tracking mechanisms keep users informed of their request status, while IT teams gain visibility into workloads and priorities.

With a structured Request Management system, IT departments can process requests faster, maintain consistency, and ensure service quality while reducing administrative overhead.

Service request definition

A service request is a formal request from a user for access to an IT service or resource. Common examples include:

  • Software installation requests: Employees request access to applications required for their roles.
  • Hardware upgrades: Users submit requests for improved hardware, such as laptops or monitors.
  • Access to applications or systems: IT grants access to software, cloud services, or databases based on predefined policies. The process is formally called user provisioning.
  • Password resets: Users request assistance when they forget or need to update their credentials.

Request Management vs. Incident Management

Request Management and Incident Management are both core ITSM processes, but they address different needs.

  • Service requests are planned, routine actions that users request, such as software installations, access permissions, or training enrollments. These follow predefined workflows and usually do not indicate a disruption in service.
  • Incidents involve unplanned disruptions or service degradations, such as a system outage or application crash. Incident Management focuses on restoring normal operations as quickly as possible.

While both processes require structured handling, service requests generally follow a more predictable and repeatable process, whereas incidents require rapid troubleshooting and resolution. ITSM platforms generally integrate both functions to provide a seamless experience for IT teams and users.

Why do you need Request Management software?

Manually handling service requests can lead to inefficiencies, errors, and delays. As organizations grow, tracking requests through email chains or spreadsheets becomes unmanageable. Request Management software centralizes the process, automates workflows, and improves visibility. 

Key benefits include:

  • Centralized request tracking: Provides a single platform to manage, monitor, and prioritize requests efficiently.
  • Reduction of manual errors: Standardized workflows ensure consistent and accurate handling of requests.
  • Improved IT efficiency: Frees up IT teams to focus on more complex tasks by automating routine requests or giving the users the means to self-serve.
  • Enhanced user satisfaction: Faster response times and transparency improve the overall experience for employees and customers.

Organizations that adopt a dedicated Request Management solution experience fewer bottlenecks, better accountability, and improved IT-business alignment.

Key Request Management software features to look for

Choosing the right Request Management tool depends on your organization's specific needs. However, certain core features maximize efficiency and service delivery:

  • Self-service portal: Allows users to submit and track requests without IT intervention, reducing dependency on support teams.
  • Automated workflows: Streamlines approvals and fulfillment, ensuring consistency in request processing.
  • SLA tracking: Ensures timely resolution according to service agreements, helping IT teams meet expectations.
  • Reporting and analytics: Provide insights into request trends, resolution times, and IT team performance, helping organizations optimize processes.

Most Request Management solutions are part of a broader IT service strategy rather than standalone tools. A well-integrated system connects Request Management with Incident, Problem, and Change Management, ensuring that different service processes don’t operate in isolation. 

For example, a simple software request might reveal a larger issue, such as a licensing problem (Problem Management) or an upcoming system update (Change Management). Without an integrated approach, IT teams risk duplicating efforts, overlooking dependencies, or creating unnecessary delays. 

Choosing a complete ITSM platform that unifies these processes improves efficiency, reduces miscommunication, and gives users a more seamless experience when interacting with IT.

InvGate Service Management as your service request software

InvGate Service Management offers a powerful Request Management solution within its ITSM platform, including:

  • A user-friendly self-service portal for employees to submit and track requests with minimal IT assistance.
  • Customizable workflows and templates to handle various request types efficiently.
  • Full integration with Incident, Problem, and Change Management, enabling a holistic ITSM approach. We’re also ITIL-certified in these practices, so you’ll be following industry best practices.
  • SLA enforcement and performance tracking to maintain service quality and accountability.

Unlike standalone Request Management tools, InvGate Service Management is a comprehensive ITSM suite, making IT Service Management more cohesive and efficient.

Service Request templates

Do you want to get started with Request Management? We’ve built predefined templates to streamline request submission and processing.

Instead of figuring out what steps to include, you can use these templates to get started right away.

  • Software request: Employees often need new software, but without a standardized process, IT teams might receive incomplete requests or spend time chasing approvals.
  • Training request: For employees to request courses or certifications, get approval from managers or HR and track enrollments.
  • Change request: It captures all relevant change details and standardizes the risk assessment and approval process.

With these templates, you can reduce back-and-forth communication, provide audit trails and transparency, and ensure requests are handled consistently.

Final words

Request Management software is essential for efficient IT service delivery. A structured system helps IT teams manage requests effectively by automating workflows, reducing delays, and improving user satisfaction. 

InvGate Service Management is a complete ITSM platform that includes Request Management. Are you looking to optimize your IT services? Claim your 30-day free trial and start today.

Check out InvGate as your ITSM and ITAM solution

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