--- title: "Overview" slug: "service-request-overview" tags: ["Service Request"] updated: 2025-04-22T12:54:40Z published: 2025-12-17T09:27:34Z canonical: "help.symphonysummitai.com/service-request-overview" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # Overview **Efficiency redefined with **robust Service Request Management!**** A Service Request (SR) is a request from a user or their authorized representative, initiating a service action which has been agreed as a standard part of service delivery. Users have easy access to the services through the Service Catalog. The Service Catalog offers information about both existing and newly introduced services, accessible to users. Service Request Management involves maintaining the agreed-upon service quality by effectively managing all SRs initiated by users in a user-centric and efficient manner. **User Persona:** Admin / End User / Approver / Analyst ## Service Request Management Lifecycle![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Service%20Request%20Lifecycle(1).gif) **1. Service Request Creation** An End User may create a Service Request (SR) on their behalf, or an Analyst may do so. The End User or the Analyst should choose a Service Catalog that fits the requirement when creating the SR. At this stage, the SR's status is **New**. For more information on how to log a SR, refer [New Service Request](/summit-platform/docs/new-service-request). **2. Service Request Approval** Once an SR is logged, if the Workflow configured for the SR demands for an approval, then the SR is assigned to an Approver for approval. Depending on the configuration, more than one approval may be needed for the SR. To know more about Service Request Approval process, refer [Approve Service Request](/summit-platform/docs/approve-service-request-list-view). **3. Service Request Fulfillment** After an SR is logged and approved, the SR fulfillment process begins. This involves Analysts who will perform tasks necessary to fulfill the request. These tasks may include assigning resources, scheduling activities, and implementing solutions. Once all required actions have been completed and the SR has been fulfilled, the requester is notified, and the SR is marked as resolved by the Analyst. The selected Tenant and Service Catalog determine which Workgroup the approved SR should be assigned to. The SR is then assigned to an Analyst of the assigned Workgroup. The status of the SR changes to **In Progress** once the Analyst has been assigned to it. The Workgroup Owner's selects Service Window for the SR, which is used by the Analyst to work upon the SR and resolve it. If an SR calls for assistance from another department, the Analyst can also generate Workorder and assign them to that department. The assigned Analyst must respond and address the SRs within a specified time frame. So, Response SLAs (Service Level Agreements) are in place to ensure this. The Response SLA that a particular SR takes is based upon the configuration. The Response SLA may be assigned to an SR based on several factors, such as, the criticality of the SR, the type of service being requested, priority of the SR. Due to pending user information or dependency on another action, the Analyst may change the status of the SR to **Pending** if they are unable to continue working on it. The status of the SR changes back to **In Progress** as soon as the Pending Reason is fulfilled, and the Analyst can continue working on it. To know more about how Analysts manage logged in SRs, refer to [Manage SRs](/summit-platform/docs/manage-service-request). **4. Service Request Closure** The End User or the Analyst may close the SR after the resolution of the SR. If auto closure is set up, the SR may also be closed without user intervention. The End User can provide feedback for the closed SR. Also, the End User may reopen the SR, if the resolution is not satisfactory. ## Enhancing Service Delivery with Apex Apex is a cutting-edge platform, designed to revolutionize how organizations handle SRs. Apex's comprehensive Service Request Management module is engineered to streamline and automate the handling of various types of SRs. From simple inquiries and information requests to more complex service requirements, Apex facilitates seamless request submission, tracking, and resolution. Here are the highlights of how Apex's effective Service Request Management module helps Admins, Analysts, Approvers, and End Users. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Service%20Request%20Management%20-%20Highlights%20latest.png) Let's look into the actions taken by Admins, End Users, Approvers, and Analysts in Service Request Management: | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR%20-%20icon%20for%20Admin(2).jpg) | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Icon%20for%20End%20User.png) | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR%20-%20icon%20for%20Approver(2).jpg) | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR%20-%20icon%20for%20Analyst(2).jpg) | | --- | --- | --- | --- | | [Admin](/summit-platform/docs/service-request-administrator) | [End User](/summit-platform/docs/service-request-end-user-portal) | [Approver](https://help.symphonysummitai.com/summit-platform/docs/approver-dashboard) | [Analyst](https://help.symphonysummitai.com/summit-platform/docs/service-request-analyst-portal) | A catalog or list of available services within the application, typically organized and presented to users for selection Workflows refer to the sequence of tasks, activities, or steps that need to be completed in a specific order to achieve a desired outcome or goal. Workorder is a document or electronic form used to initiate and track tasks or work activities within an organization. A workgroup is a small group or team of individuals who come together to collaborate on a specific task or project within an organization A catalog or list of available services within the application, typically organized and presented to users for selection