Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Service request management is the practice that specifically handles pre-defined, user-initiated service requests using standardized procedures. These procedures enable clear communication of fulfillment times, ensuring that requests are managed in an efficient and user-friendly manner. Incident management, service level management, and problem management do not typically focus on the use of pre-defined, standardized procedures for service request fulfillment as their primary function.
B. Service level management Service level management is the practice of pre-defining, communicating, and agreeing on service level targets (SLAs) and operational level agreements (OLAs) with customers and other stakeholders. These agreements establish expectations for the availability, performance, and quality of IT services, and provide a basis for measuring and reporting on service performance. Service level management also includes the use of standardized procedures to enable fulfillment times to be clearly communicated and agreed upon with customers.
Since service requests are pre-defined and pre-agreed as a normal part of service delivery, they can usually be formalized, with a clear, standard procedure for initiation, approval, fulfilment, and management.
Wouldn't this be B?
5.2.16 - Service Request Management Since service requests are pre-defined and pre-agreed as a normal part of service delivery, they can usually be formalized, with a clear, standard procedure for initiation, approval, fulfilment, and management.
ITIL Manuscript Glossary: Service request management practice The practice of is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
predefined and standardized procedures is Service request management.
Should be D
From ITILv4 book The purpose of the service level management practice is to set clear business based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets - can not be B for sure
https://www.bmc.com/blogs/itil-service-request-management/#:~:text=The%20purpose%20of%20the%20service%20request%20management%20practice%20is%20to%20support%20the%20agreed%20quality%20of%20a%20service%20by%20handling%20all%20pre%2Ddefined%2C%20user%2Dinitiated%20service%20requests%20in%20an%20effective%20and%20user%2Dfriendly%20manner.
B. Service level management
B device level management
it's B