Which of the following would NOT normally be handled through the service request management practice?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
Draft — not checked yet. This question was written from the published exam objectives and cites the clause it comes from, but nobody has yet read it against that clause and signed for it.
It is kept out of search results and out of mock exams until they have. Read the source below before you take the answer as settled.
The options
Not correct A user asking to be given access to a resource they are entitled to use
This is a request for access, one of the recognised types of service request, and is fulfilled through an agreed approval and provisioning workflow.
Correct A user reporting that a service they rely on has become noticeably slower than usual
Correct — this is the exception. A reduction in the quality of a service is an incident by definition, and it needs diagnosis rather than a pre-defined fulfilment workflow.
Not correct A user asking for information about how to use a service
A request for information is a recognised type of service request. Nothing has failed; the user needs something the provider has agreed to supply.
Not correct A user submitting a complaint about the service they received
Feedback, compliments and complaints are treated as service requests in ITIL, because they are user-initiated actions the provider has agreed to receive and act upon through a defined route.
Why
Service requests cover several recognised types, including requests for a service action, for information, for access to a resource, and feedback, compliments and complaints. What they all share is that nothing has failed. A degraded service is the one case here that has failed, which makes it an incident.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- Service requests include requests for a service delivery action, for information, for access to a resource, and feedback, compliments and complaints.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.