Coop Genossenschaft, one of Switzerland's largest retailers, does not distinguish between incidents and service requests in its IT service management. Both are recorded and processed as incidents in the WSPone platform, which distorts performance metrics, makes service level reporting inaccurate, and leaves recurring, standardizable demand to be handled manually.

This thesis develops a service request management framework that separates the two demand types and prepares the organization for its planned migration to ServiceNow. The thesis followed a mixed-methods approach. Around 1,800 historical support tickets from two operational environments were analysed with AI assistance and grouped into recurring demand patterns. In parallel, interviews with support and process managers provided the operational context and the conditions that any new model would have to meet. Both strands were then combined to derive the design.

The result is a service request management framework tailored to Coop. It defines a criterion for distinguishing incidents from service requests, a catalogue of twelve standardised request types across four areas, a risk-based approval model, and service level targets adapted to each kind of work. Four request types are recommended as a starting point, as they combine clear benefit with realistic implementation effort.For Coop, the framework provides a basis for the planned move to a new ITSM platform: processes can be redesigned during the migration rather than transferred unchanged. Standardised requests create the precondition for self-service and automation, relieve the service desk of routine work, and make reporting more reliable. The thesis also sets out a staged plan for reviewing and piloting the framework, so that its effect can be measured before a wider rollout.