The term service request is a general description for many differing types of user requests. These are requests from a user for information, advice, a standard change or for access to an IT service. These could for example involve resetting a password or providing standard IT services for a new user. Service requests are normally dealt with by a service desk and do not usually require the submission of an RFC.

Many service requests are frequently made on a repeat basis so a predefined procedure - a request model - can be used for processing and fulfilling the order. These types of request models are normally standard changes which have already been pre-authorized.

The process which the request must fulfill depends to a significant extent upon what is being precisely requested. These requests are often processed in the same way as incidents in the same tool. There is however an essential difference between incidents and service requests. Whereas an incident normally represents an unplanned event a service request can instead be planned.

Ultimately, it is up to each organization to decide and document which service requests are to be handled via the request fulfillment process and which requests are to be processed using a formal RFC via the change management.