Exam ITILFND V4 topic 1 question 2 discussion

C: (confirmed ITIL 4) Can be deduced from: Since service requests are predefined and pre-agreed as a normal part of service delivery, they can usually be formalized with a clear, standard procedure for initiation, approval, fulfillment, and management. Some service requests have very simple workflows, such as a request for information. Others, such as the setup of a new employee, may be quite complex and require contributions from many teams and systems for fulfillment.

from the book: Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfillment can be streamlined. so it is C

Some service requests require authorization according to financial, information security, or other policies, while others may not need any. To be handled successfully, service request management should follow these guidelines: ●Service requests and their fulfilment should be standardized and automated to the greatest degree possible. ● Policies should be established regarding what 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 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. ● Policies and workflows should be included for the documenting and redirecting of any requests that are submitted as service requests, but which should actually be managed as incidents or changes.

5.2.16, refer to second bullet point. Some service requests require authorization according to financial, information security, or other policies, while others may not need any. To be handled successfully, service request management should follow these guidelines: • Service requests and their fulfilment should be standardized and automated to the greatest degree possible. • Policies should be established regarding what 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 should be clearly set, based on what the organization can realistically deliver.

answer C

answer C

correct answer is C

C is correct.