A user asks for an additional licensed application to be installed on their laptop. This is a standard, pre-approved offering listed in the service catalogue. Which practice should handle it, and why?
ITIL 4 Foundation, objective 6. Purpose and key terms of 15 ITIL practices medium
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The options
Not correct Problem management, because the gap in provisioning is a potential cause of future incidents
Problem management deals with causes of incidents. A user wanting an additional standard application is a normal demand, not a fault cause.
Not correct Incident management, because the user cannot currently do their work with the software they have
Nothing has been interrupted and no service quality has degraded. Missing a capability the user never had is not an unplanned interruption, so it is not an incident.
Not correct Change enablement, because installing software alters the configuration of a live device
Change enablement's job is assessing risk and authorizing changes. Here the authorization decision was already taken when the offering was pre-approved and published, so nothing is left for change enablement to decide; the work itself is fulfilled by service request management.
Correct Service request management, because it handles pre-defined, user-initiated requests that are a normal part of service delivery
Correct. A service request is initiated by a user or an authorized representative and has been agreed in advance as a normal part of service delivery, which is exactly this case.
Why
The distinguishing test is 'pre-defined and agreed as normal service delivery'. Because requests are known in advance, they can be standardized, automated and given predictable fulfilment targets. Incidents are unplanned by definition and cannot be pre-defined in this way.
Where this comes from
- Cited
- ITIL 4 syllabus clause 6
- What it says
- Service request management supports agreed service quality by handling all pre-defined, user-initiated service requests effectively and in a user-friendly way.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 6 and space the ones you get wrong.