This documentation supports the 19.02 version of Service Request Management.

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Main components of BMC Service Request Management

BMC Service Request Management consists of the following main components:

  • Self-service interface — Entry point where users can submit requests from the service catalog. The self-service interface provides user-friendly access to services, without exposing the implementation details to the service requester.
  • Request catalog — Repository of available and agreed-upon services that IT and other business services organizations provide to customers in terms that are relevant to users, described in the customer's language. The service catalog maintains operational information about available services. Each service request definition (SRD) can define a business process. SRDs provide the options required to facilitate the selection and fulfillment for a given request. This includes attributes, such as categorization, pricing information, and definitions of back-office fulfillment applications that support the fulfillment of a request.
  • Request management — Builds the processes in support of the services in the catalog and manages the execution of the request processes. Request management is integrated with the fulfillment applications that perform the work of the request (for example, an incident, change request, or work order).
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