Learn in the textbookResponding to Demand and Operational Processes
DefinitionService request management (サービス要求管理) is the activity of accepting routine requests from users that have been anticipated in advance (service requests) and handling them by set procedures.
ExplanationExamples of service requests include requests for information, account creation and applications to borrow equipment. Because the procedure and any required approvals are fixed in advance for each type of request, the work is done to the same quality even when the person handling it changes. Contacts from users are received by the service desk, which routes anything that is a request into this procedure.
AnalogyIt is like asking at a library counter to have a book brought in from another branch: the request goes through a fixed form and procedure.