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Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Correct Answer: D
A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery. The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines: * Service requests and their fulfilment should be standardized and automated to the greatest degree possible. * Policies should define which 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 and costs 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. https://www.bmc.com/blogs/itil-service-request-management/