Which statement BEST describes a service request?

Question

Options

• AA request from a customer for a new service
• BA generic description for the many types of request for change (RFC) that are received by the IT
• CA high priority RFC from a senior manager
• DA generic description for the many different types of demands that are placed upon the IT

• A
  4% (1)
• B
  4% (1)
• C
  4% (1)
• D
  89% (25)

Explanation

In ITIL, a service request is formally defined as a generic description for the many different types of demands placed upon the IT department by users. This is intentionally broad - it covers requests for information, advice, access to services, standard changes, and more. Option A is too narrow because service requests are not limited to requests for entirely new services; many are routine (e.g., password resets, software installs). Option B incorrectly conflates service requests with Requests for Change (RFCs), which are a distinct concept in change management. Option C is wrong because priority level and requester seniority are irrelevant to the definition of a service request. The key concept is that 'service request' is an umbrella term for a wide variety of user-initiated demands on IT.

No community discussion yet for this question.