Having a discussion at job wheter a closed RFS should be reopened if not executed completly or a new incident should
be raised. Keeping in mind that a Incident = help on something I had but does not function anymore and a RFS = is need something I didn't have before.
1st Example : User enters RFS for a new hardware. Hardware has been delivered and placed at the user's desktop but it's not the correct piece of hardware.
2nd Example : User enters RFS for SAP Authorisation, but user recieves the incorrect authorisation
Good Question :)
My initial answer would be - just like incident management process..... but I went and checked what ITIL say in this case - and they indeed say the same:
Under Service Operation 4.3 Request fulfillment :
"...When the Service Request has been fulfilled...The Service Desk should go through the same closure process as described earlier in paragraph 22.214.171.124 - checking that that the user is satisfied with the outcome."
And in 126.96.36.199 it refers to satisfaction survey and what to when he is not satisfied - the reopen process etc....