Request fulfillment (provisioning) manages services requests submitted by customers and end-users.  It is the process to accept, manage, and deliver the request with predictability, quality, and timeliness.

The objectives of the request fulfillment process include:

• Providing a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists;
• Providing information to users and customers about the availability of services and the procedure for obtaining them;
• Sourcing and delivering the components of requested standard services (e.g. licenses and software media);
• Assisting with general information, complaints or comments.