Which will NOT be handled as a service request?

The degradation of a service is defined as an incident, not a service request. According to ITIL 4, an incident is an unplanned interruption to a service or a reduction in the quality of a service. The primary goal of incident management is to restore normal service operation as quickly as possible.

In contrast, a service request is a formal request from a user for something to be provided, such as information, advice, a standard change, or access to a service. Replacing a toner cartridge, providing a laptop, and handling a complaint are all examples of pre-defined service actions that are handled through the service request management practice.

B. The replacement of a toner cartridge: This is a request for a pre-approved, standard consumable item, which is a typical service request.

C. The provision of a laptop: This is a request for a standard piece of hardware, a common type of service request handled through a defined process.

D. A complaint about a support team: Complaints are a form of user feedback. They are often handled as a specific type of service request to ensure they are tracked and addressed.

1. AXELOS. (2019). ITIL® Foundation

ITIL 4 edition. TSO (The Stationery Office).

Section 5.2.4

Incident management: Defines an incident as "An unplanned interruption to a service or reduction in the quality of a service." This directly supports why option A is an incident.

Section 5.2.5

Service request management: Defines a service request as "A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery." It also states

"Complaints can also be handled as a service request." This supports why options B

C

and D are incorrect.

Glossary

Appendix A: Provides the formal definitions for 'Incident' and 'Service request'

confirming the distinction used in the explanation.