ITIL-4-FND Question 9

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• Chose C2

  Because SR are pre-authorized change, meaning no additional approval is required.

• 2

  Some service requests require authorization according to financial, information security, or other policies, while others may not need any. To be handled successfully, service request management should follow these guidelines: ●Service requests and their fulfilment should be standardized and automated to the greatest degree possible. ● Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined. ● The expectations of users regarding fulfilment times should be clearly set, based on what the organization can realistically deliver. ● Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation. ● Policies and workflows should be included for the documenting and redirecting of any requests that are submitted as service requests, but which should actually be managed as incidents or changes.

• Chose C3

  5.2.16, refer to second bullet point. Some service requests require authorization according to financial, information security, or other policies, while others may not need any. To be handled successfully, service request management should follow these guidelines: • Service requests and their fulfilment should be standardized and automated to the greatest degree possible. • Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined. • The expectations of users regarding fulfilment times should be clearly set, based on what the organization can realistically deliver.