Overview
Request Management enables the requesting and fulfilling of catalog items according to predetermined procedures. It encompasses approval workflows, task-based fulfillment, and automatic closure.
Why It Matters for the Exam
Request Management is 15% of the CIS-ITSM exam. Questions cover the request lifecycle, catalog item types, fulfillment tasks, and the relationship between Requests, Requested Items (RITM), and Catalog Tasks (SCTASK).
Key Concepts to Master
1Request lifecycle stages
2Catalog item types
3Record producers
4Order guides
5Request, RITM, SCTASK hierarchy
6Approval workflows
7Catalog roles
8Fulfillment and closure
💡 Exam Tips & Strategy
Know the record prefixes: REQ for requests, RITM for requested items, SCTASK for catalog tasks. Understand that Order Guides bundle multiple items. Closure flows from tasks up to request level.
9
Practice Questions
15%
Exam Weight
CIS-ITSM
Certification