Exam ITILFND V4 topic 1 question 120 discussion

D, why? - Service requests and their fulfillment 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 fulfillment can be streamlined

It cannot be A, because as referred in the book 'Service desks provide a variety of channels for access', therefore this is part of the Service Desk practice and not part of Service Request management

A. 1 and 2 Standardization and automation: This is crucial for streamlining the process of service request management, making it more efficient and consistent. Providing a variety of channels for access: It’s important to offer multiple channels for users to make service requests, ensuring accessibility and convenience

D. 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.

Its D. Standardization, Automation and Limited Approvals. SRM guidelines

A. 1 and 2 The important aspects of the "service request management" practice are: 1. Standardization and automation: This involves standardizing service request processes and automating them wherever possible to ensure efficiency, consistency, and a streamlined approach to handling service requests. 2. Providing a variety of channels for access: To accommodate diverse user preferences and needs, it's important to offer multiple channels through which users can submit service requests. These channels can include web portals, email, phone, chat, and more.

A. The other options mentioned (3 and 4) are important but are not specifically associated with the 'service request management' practice

The correct answer is D. 1 and 4. Standardization and automation: This aspect focuses on establishing standardized processes and procedures for handling service requests and automating repetitive tasks to improve efficiency and consistency in service delivery. Policies for approvals: This aspect involves defining and implementing policies and procedures for approving and managing service requests, ensuring that requests adhere to organizational guidelines and comply with any regulatory or compliance requirements.

Polices for approval is a must

C'est certain que la reponse sur les approbations en fait partie

D. based on Heat map of the contribution of service request management to value chain activities and the description below the figure, D should be the correct answer.

Agree with jaime_hamod

I think the answer should be A. Because 1. Standardization and automation - Standardization and automation ensure that service requests are handled consistently and efficiently 2. Providing a variety of channels for access - Providing a variety of channels for access allows customers to easily submit service requests, which can improve their satisfaction with the service. These two aspects are important for the effective management of service requests.

D is correct

D is correct.

The correct answer is D