Which should be handled by ‘service request management’?
A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement
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The answer is B (A request to provide a laptop).
Each service request may include one or more of the following:
Request for a service delivery action (e.g. providing a report, replacing a toner cartridge)
Request for information (e.g. how to create a document, what the office hours are)
Request for provision of a resource or service (e.g. providing a phone or laptop to a user, providing a virtual server for a development team)
Request for access to a resource or service (e.g. providing access to a file or folder)
Feedback, compliments, and complaints (e.g. complaints about a new interface, compliments to a support team)
B is correct
Why isn’t “c” the answer?
I don’t understand why here is Service Request Management…
The Answer should be B
Under https://www.atlassian.com/itsm/service-request-management
“IT teams receive a wide variety of customer requests. Whether incoming inquiries are asking for access to applications, software licenses, password resets, or new hardware, the Information Technology Infrastructure Library (ITIL) classifies these as service requests”. Highlight New Hardware as request to provide a new laptop.
Incident Management vs Service Request Management section
.Service request – A formal user request for something new to be provided. Example: “I need a new Macbook”. <- fits the description Request to Provide a Laptop