ITIL 4 Foundation — Question 73

Which statement about service requests is CORRECT?

Answer options

• A. Complex service requests should be dealt with as normal changes
• B. Service requests that require simple workflows should be dealt with as incidents
• C. Service requests require workflows that should use manual procedures and avoid automation
• D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Correct answer: D

Explanation

The correct answer is D because service requests are generally managed through standardized processes to ensure consistency and efficiency in handling them. Options A and B incorrectly categorize service requests, while option C suggests avoiding automation, which is contrary to best practices in service management.