Time is money!

The definitions as used in a huge international ITSM project.

Ole Sjoelund
Fujitsu
ru eng

Definition of Standard Work Requests:

Standard Work Requests are changes which are of a frequent, regular and
routine nature. They, are defined in the Service Catalog (SC):
-have pre-defined costs and attributeshave pre-defined implementation / installation -procedures
-have service levels defined in the SC
-are supported internally or by an agreed vendor
-comply with the standardized environment
-comply with SDO Security Management policy
-have been authorized as a SWR by Change Management

The SWR is owned by the Service Desk.

Definition of Non Standard Work Requests:

A Non Standard Work Request is defined as a request for a service NOT
defined in the Service Catalog (or not covered by the relevant SLA)
Some examples:
Installing a non-standard application
-Demand for a new project
-Demand for enhancement of an existing application
-etc
NSWR's can only be raised by Clients, or authorized Customers
(defined in the SLA). Typically this would be a manager or team
Leader. The Service Desk will reject NSWR's from unauthorized
Customers.
A NSWR has to pass through Client Services, to ensure that Client
Services are informed and that the NSWR has been authorized by the
Client, before they can be processed by Service Introduction
A frequently requested NSWR may lead to the creation of a new
standard service in the Service Catalog
A NSWR may have a specific SLA attached (guaranteeing to the client
the costs, timeframe), but this is not mandatory

Requests for Change are defined as:

The particular changes needed to perform a NSWR and they must of course
follow all the rules defined for Change management