HKSM
Service Request Manager
The individual who prioritizes and sequences service requests to deliver the highest value in a continuous flow or Kanban system; essentially the product owner for this context.
Key Points
- Owns and orders the service request backlog to maximize customer and business value.
- Works in a flow-based environment (e.g., Kanban) focusing on smooth flow, lead time, and WIP policies.
- Collaborates with stakeholders and the team to clarify needs, set priority, and define acceptance criteria.
- Equivalent to a product owner role, accountable for what gets done next, not how the team implements it.
Example
An IT operations team uses a Kanban board for incoming requests. The Service Request Manager reviews new tickets daily, consults with support leads and business users, and reorders the backlog so urgent, high-value, or time-sensitive items are pulled first while respecting WIP limits and service policies.
PMP Example Question
In a Kanban-based support team, who is primarily responsible for deciding the sequence of service requests to maximize value?
- Scrum Master
- Service Request Manager
- Team Lead
- Key Stakeholder
Correct Answer: B - Service Request Manager
Explanation: In Kanban or continuous-flow environments, the Service Request Manager performs the product owner function by ordering work to optimize value delivery.
