What is being addressed by resolving incidents and fulfilling service requests?

The process of resolving incidents and fulfilling service requests primarily impacts customer satisfaction. When incidents, which are unplanned interruptions or reductions in quality of service, are resolved efficiently, users experience less downtime, leading to improved perception of the support services. Similarly, fulfilling service requests—planned requests for information, advice, or access to a service—also enhances the user experience and overall satisfaction.

While employee productivity can be affected as a consequence of ensuring quick resolutions and service fulfillment, the primary intention of these processes is to enhance user satisfaction with the services provided. Therefore, focusing on resolving incidents and fulfilling service requests is fundamentally aimed at ensuring that users feel supported and valued, directly tying to customer satisfaction as the outcome of effective support services management.