Which is handled as a service request?
Which is handled as a service request?
A service request is a formal request from a user for something to be provided, such as information, advice, a standard change, or access to an IT service. A compliment about an IT support team falls into this category as it is a type of feedback, which is part of normal service request management.
B is the right answer
Answer is B
A. An investigation to identify the cause of an incident. Problem Management. B. A compliment about an IT support team. Service Request. C. The failure of an IT service. Incident. D. An emergency change to implement a security patch. Change Management.
Service requests are a normal part of service delivery and are not a failure or degradation of service. Feedbacks, compliments and complaints are activities of service requests.
Man, let me tell you something, this people is out of touch with reality, you do not open a ticket expecting to congratulate someone for their work, it is part of service request I know, but it is mostly to solve problems, provide RCA, etc....
B -> correct, because that could be anything except incident. When you need IT but nothing is broken, that is a Service Request, also as compliments/compliments C -> failure of a.... that is an incident
B is the answer
B is the right answer. Failure of an IT service is an incident not a Service Request
C - User complaints about the service are also included in Service Request
It says failure. So it would be an incident.
"C" would be handled as an incident. I agree with everyone else that "B" is the right answer.
5.2.16 Service request management... Each service request may include one or more of the following: • feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team).
Each service request may include one or more of the following:...feedback, compliments and complaints (for example, complaints about a new interface or compliments to a support team)
feedback and compliments are detail of service request , but you not open a service request for that
ref 5.2.16 Service request management. "Service requests are a normal part of service delivery and are not a failure or degradation of service, which are handled as incidents. ... Service requests may include various activities, like routine service delivery actions, requests for information, requests for provision of a resource or service, requests for acces to a resource or service, feedback, compliments and complaints.
B is correct
Yes. B is the correct answer
C is totally wrong, B is correct
but how can a compliment be treated as service request. there is nothing to fix about it.
5.2.16 Service request management feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team).
--> B SR handles escalations, compliments and feedback Incidents for failure, interuption or degredation of IT service
B is correct.
looks like B
cambien la respuesta que esta mal definida
B …. C is an incident
In ITIL 4, an investigation to identify the cause of an incident would typically be handled as a service request. Service requests are defined as requests from users for information, advice, or for a standard change or access to an IT service. They are typically handled by the service desk and do not require a formal change process.
What an obviously wrong answer! - Incident investigation is part of incident management practice! Root cause analysis is part of problem management practice. Service requests are regarding only most basic and no impact events/activities like in this instance "a compliment" (which all who work in corpos know won't happen in real life situation).
A service request is defined as a formal request from a user for something to be provided. This includes routine requests such as information, advice, or access to a resource, and also includes feedback like compliments.