Request Fulfillment Process for SSC Onyx

Overview

Delivery method

Self-Paced/Online

Duration

30 minutes

Audience

All SSC employees at all levels

Description

This course provides an end-to-end overview of Request Fulfillment (RFL) at SSC and is designed for individuals who perform or support activities within the Request Fulfillment lifecycle using SSC Onyx. Learners will learn how Request Fulfillment supports SSC's IT Service Management (ITSM) strategy and aligns with Information Technology Infrastructure Library (ITIL) practices.

Learners will examine how service requests are managed from request intake and validation through fulfillment and ticket closure, including how requests are categorized, prioritized, and routed across teams. The course clarifies key roles and responsibilities, communication and escalation practices, and introduces SSC resources that support consistent and effective request handling across the Request Fulfillment process.

Learning Objectives

Upon completion of this course, participants will be able to:

• Explain how the Request Fulfillment process supports SSC's ITSM strategy and ITIL practices.
• Identify Request Fulfillment roles and apply their responsibilities across the request lifecycle.
• Apply the Request Fulfillment lifecycle to manage a service request from request creation through fulfillment and closure.
• Assess and manage service requests using ITSM data (such as categorization, priority information) to support appropriate routing and fulfillment.
• Communicate service request status, identify appropriate contact points, and access SSC Onyx resources to support effective and consistent request handling.