ITIL v4: How should the workflow for a new service request be designed?
OPTIONS
- Use a single workflow for all types of service request
- Use different workflows for each type of service request
- Avoid workflows for simple service requests
- Leverage existing workflows whenever possible
Answer:
Leverage existing workflows whenever possible
Explanation:
Different types of service requests will have different fulfilment workflows, but both efficiency and maintainability will be improved if a limited number of workflow models are identified. When new service requests need to be added to the service catalogue, existing workflow models should be leveraged whenever possible.
