An organisation logs service requests as low-priority incidents so that everything sits in one queue. What is the strongest ITIL-based objection to this?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail hard
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The options
Not correct Requests cannot be measured against agreed targets, so mixing them makes incident reporting inaccurate
Requests can and should carry clear expectations about fulfilment times. The reporting distortion is real, but the reason given here is wrong — it is not that requests are unmeasurable.
Not correct Requests always have a higher priority than incidents, so they must not be logged as low priority
There is no such rule, and priority is not the issue. The objection is about using the wrong kind of workflow, not about ranking requests above failures.
Not correct Incidents may only be logged by the service desk, whereas requests may be logged by users
Both may be initiated by users, including through self-service. The distinction between incidents and requests is about whether something has failed, not about who raises the record.
Correct Requests are agreed, repeatable parts of normal service delivery and need their own pre-defined fulfilment workflows, which incident handling does not provide
Correct. Incident handling is built for unpredictable failures: diagnose, escalate, restore. Requests already have known steps, approvals and fulfilment targets, and forcing them through a diagnostic workflow wastes effort and hides them from request reporting.
Why
The two practices are separated because the work is genuinely different in kind. An incident is unplanned and unknown, so it needs diagnosis and escalation; a request is planned and known, so it needs a standardised, automatable fulfilment procedure. Collapsing them forces one kind of work into the wrong machinery and corrupts the measurement of both.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- Service requests are a normal part of service delivery and should be fulfilled through pre-defined procedures, unlike incidents which are unplanned.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.