A user contacts the service desk to ask for a standard laptop of the type the organisation already offers to staff in their role. How should this be handled?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
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The options
Not correct As a problem, because the underlying cause of the user's difficulty needs investigating
A problem is a cause of one or more incidents. There are no incidents here and there is nothing to diagnose — the situation is fully understood.
Not correct As an incident, because until the laptop arrives the user cannot work at their expected level
No service has been interrupted or degraded. Reduced productivity for want of something never yet provided is not an unplanned loss of an agreed service, and treating it as an incident would distort incident reporting.
Correct As a service request, because it is a user-initiated action that has been agreed as a normal part of service delivery
Correct. The provider has already decided that staff in this role may have this equipment, so the workflow, approvals and fulfilment times are all pre-defined. That is exactly what makes it a request.
Not correct As a normal change, because new equipment is being added to the environment
Change enablement may be involved behind the scenes in how the standard build is defined, but a request for something already pre-approved is fulfilled through service request management, not raised individually as a change.
Why
The test is not what the user wants but whether it was agreed in advance as normal service delivery. Because provision of a standard laptop to that role is pre-defined and pre-agreed, it is a service request with a known workflow, not a failure to be diagnosed.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- A service request is a request from a user that initiates a service action which has been agreed as a normal part of service delivery.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.