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
Machine-checked — no person has signed for it. This question was read against the source cited below by an automated pass, which found no contradiction. That is a weaker claim than it sounds: the same kind of process wrote the question, so it can confirm its own mistake.
Treat it as a good draft rather than as settled fact, and read the source below before you rely on it. It is not used in mock exams here — only questions a person has signed for are.
How these questions are written — where each question comes from, what the verification ledger records, and what happens when one is found wrong.
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
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 7 and space the ones you get wrong.
More questions on this objective
- Which statement best describes what the incident management practice is intended to achieve? machine-checked
- How is an incident defined in ITIL? machine-checked
- Several incidents are open at once and the support team must decide which to work on first. On what basis should the order be decided? machine-checked
- A difficult incident is worked on by pulling several specialists from different teams into the same session at the same time; once it becomes clear who is best placed to continue, the others step away. What is this technique called? machine-checked
- Why does an organisation define a separate procedure for major incidents rather than handling them exactly like all other incidents? machine-checked
- A support team routinely fixes incidents by phone and updates the incident record only with the word 'fixed'. What is the most significant consequence of this? machine-checked