Processing Service Requests 
An end user creates a service request to request a specified service. The service request can be processed with a checklist. The service request is split into tasks and assigned to various processors. The following can be created as follow-up transactions for a service request:
Task
Problem
Change request
Knowledge article
Process
Depending on your role, you create a service request as follows:
You can control service request fulfillment as follows:
By checklist
A service request has a person responsible. Processing can be divided into steps and distributed to a number of processors in various departments. The assignment block Checklist is used to process service requests. On their initial screen, under Workflow Tasks, the processors can be informed when their tasks are assigned.
By guided procedure:
A service request has a person responsible. Processing can be distributed among a lot of tasks and processors in various departments. The Guided Procedure assignment block is used to process service requests, document the tasks, and record the efforts. The IT Service Management home screen displays processors the tasks they have assigned.
Assigning Processors
Processors can be assigned to a service request manually or automatically using a predefined set of rules.