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welcome to another learning gains session on ITIL in this video we will talk about request fulfillment process what is a request the act of asking something to be given or done is a request why it is called as a service request it is called as a service request because you are either requesting to a service or requests for a service sir what would you like to have I would like to have a pizza thank you we will have your pizza ready in 10 minutes in this example a request was made for a pizza to be prepared the waiter indicated to the customer that it will take 10 minutes to deliver the pizza it is always a good practice to set expectation on the fulfillment time lines to the customer prior fulfilling the customers request the waiter takes the order to chef in the kitchen for preparing the pizza this is equal to submitting an IT service request and it is being routed to the correct support group what is the objective of request fulfillment process 1 to provide a channel for users to re