ITIL4F ITIL Management Practices Practice Question
Which THREE of the following are characteristics of a service request?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
It is pre-approved and follows a defined procedure
Service requests are predefined, pre-approved, low-risk, and typically involve standard procedures. Incidents are unplanned, and service requests are separate from changes.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
It is pre-approved and follows a defined procedure
Why this is correct
A service request is inherently standardized, meaning it has a clear, documented procedure for its fulfillment. This pre-defined process allows for efficient handling, often with minimal human intervention or through automation, because the request itself has already been authorized and approved as a standard offering within the service catalog. This characteristic ensures predictability and consistency in service delivery.
- ✓
It is a request for information or access
Why this is correct
Service requests frequently encompass user inquiries for information, such as how to use a specific application, or requests for access to resources, like granting permissions to a shared drive or installing standard software. These are typically routine, non-urgent needs that do not represent a service failure but rather a user's need to utilize or gain access to existing service capabilities.
- ✗
It involves an unplanned service disruption
Why it's wrong here
An unplanned service disruption is precisely what defines an incident, which represents an interruption to a service or a reduction in its quality. Service requests, conversely, are planned and expected interactions where a user seeks a standard service or resource, not a resolution to an unexpected problem or a failure in service operation. Therefore, this option incorrectly describes a service request.
- ✗
It requires a change request to fulfill
Why it's wrong here
Fulfilling a service request typically leverages existing, pre-approved procedures and resources, making it distinct from a change request. A change request, managed by the Change Enablement practice, is required for adding, modifying, or removing anything that could have a direct or indirect effect on services, often involving risk assessment and formal authorization, which is not characteristic of a standard service request.
- ✓
It is often fulfilled by the service desk
Why this is correct
The service desk serves as the single point of contact for users and is often the primary channel for logging and fulfilling service requests. Its role includes providing information, handling standard requests directly (e.g., password resets), or coordinating with other support teams for more complex, yet still standard, service provisions. This centralizes user interaction and streamlines request fulfillment.
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Written by Johnson Ajibi, MSc IT Security
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