A service request is defined as a formal request from a user for something to be provided. This includes routine requests such as information, advice, or access to a resource, and also includes feedback like compliments.
In ITIL 4, an investigation to identify the cause of an incident would typically be handled as a service request. Service requests are defined as requests from users for information, advice, or for a standard change or access to an IT service. They are typically handled by the service desk and do not require a formal change process.
What an obviously wrong answer! - Incident investigation is part of incident management practice! Root cause analysis is part of problem management practice. Service requests are regarding only most basic and no impact events/activities like in this instance "a compliment" (which all who work in corpos know won't happen in real life situation).
Man, let me tell you something, this people is out of touch with reality, you do not open a ticket expecting to congratulate someone for their work, it is part of service request I know, but it is mostly to solve problems, provide RCA, etc....
ref 5.2.16 Service request management.
"Service requests are a normal part of service delivery and are not a failure or degradation of service, which are handled as incidents. ... Service requests may include various activities, like routine service delivery actions, requests for information, requests for provision of a resource or service, requests for acces to a resource or service, feedback, compliments and complaints.
Service requests are a normal part of service delivery and are not a failure or degradation of service. Feedbacks, compliments and complaints are activities of service requests.
Each service request may include one or more of the following:...feedback, compliments and complaints (for example, complaints about a new interface or compliments to a support team)
B -> correct, because that could be anything except incident. When you need IT but nothing is broken, that is a Service Request, also as compliments/compliments
C -> failure of a.... that is an incident
A. An investigation to identify the cause of an incident.
Problem Management.
B. A compliment about an IT support team.
Service Request.
C. The failure of an IT service.
Incident.
D. An emergency change to implement a security patch.
Change Management.
5.2.16 Service request management
feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team).
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