The service request management practice in ITIL 4 is responsible for handling all pre-defined, user-initiated service requests. These are typically requests for something that is already part of an agreed-upon service offering (for example, password resets or access to software).
Agreed Service Actions: This refers to standard service actions that are defined and documented, such as software access or user account creation. Service request management ensures that such requests are handled efficiently and in line with agreed service levels.
Option A ("Requests that initiate an agreed service action") is the correct answer, as it aligns with the purpose of service request management, which is to handle routine requests for agreed service actions.
Incorrect Options:
Option B: Requesting the design of a new service falls under service design, not service request management.
Option C: Requests to resolve an interruption to a service are incidents, not service requests.
Option D: Determining the root cause of an incident relates to problem management, not service request management.