ITIL 4 Foundation — Question 179

Which service request management decisions require that policies are established?

Answer options

• A. Deciding how degradations of service are resolved
• B. Deciding how to handle service requests where the steps are unknown
• C. Deciding which service requests require approval
• D. Deciding when workarounds should be used

Correct answer: C

Explanation

The correct answer is C because establishing policies is crucial for determining which service requests need approval to ensure consistency and compliance. Options A, B, and D do require decisions, but they can often be handled with established procedures or guidelines rather than formal policies.