End Users are the users of the organization's IT infrastructure. If they need additional piece of hardware (for example, additional RAM), software (for example, Adobe Acrobat Pro), or services, they can raise Service Requests (SRs) to raise such requests.
Chat with Analysts. Chatting with Analysts for an update or information about your SR is exactly same as chatting with Analysts for information about your Incidents (see: Chatting with Analysts_IM).
