ITIL v4: Which statements about the service request management practice are correct?

1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

OPTIONS

• 1 and 2
• 2 and 3
• 3 and 4
• 1 and 4

Answer:

1 and 2

Explanation:

Service requests are a normal part of service delivery and are not a failure or degradation of service which are handled as incidents, and service requests may include feedback, compliments, and complaints.