A Service Manager Request is something that is commonly raised by or for an individual and then assigned to a team to fulfil that request. However, during the life of this request it is sometimes the case that other people may also have a connection to this request.
Connections are a great way to keep track or include other users that may be impacted or simply have an interest with a particular request. Once someone has been added as a connection they can easily be included in any of your outgoing communications, allowing you to keep everyone up to date with the progress.