Which will NOT be handled as a service request?
Which will NOT be handled as a service request?
The degradation of a service is considered an incident, not a service request. Incidents are interruptions to services or reductions in the quality of those services and need to be handled through Incident Management. Service requests, on the other hand, involve routine requests from users for standard services such as provision of equipment or software access. Therefore, the degradation of a service does not fall under the category of a service request.
A: the definition of incident --> handled by Incident Management
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.
Given answer is correct. The degradation of a service would be handled as an incident, not a service request.
Incident management handles interuption or degradation of service
Degradation of a service needs to be raised via Change Management. So the given answer is correct.
Can someone explain how a complaint about a support team can be handled as a service request?
Continual improvements
Ah, I see. Much appreciated.
It is described in the book, complaint or praise can be dealt with by opening a ticket in the service desk
Answer is A, because this is handled by Incident Management.
Is there anyone who can explain which would handle A?
Incident management at first.
SD Team in form of a ticket / incident - its degradation simple
A is correct.
correct answer is A
The degradation of a service is first reported to the service desk via a service request and then to incident management. All answers are correct.