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Question 1 of 6

1. Spørgsmål
What is the purpose of the service request management practice?
- To minimize the negative impact of requests by restoring normal service operation as quickly as possible
- To ensure that only the most important requests are being handled in an effective and user-friendly manner
- To approve all requests as quickly as possible
- To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
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Question 2 of 6

2. Spørgsmål
Which of the following is NOT a service request management guideline?
- The steps to fulfil the request should be well-known and proven
- Some service requests can be completely fulfilled by automation and self-service
- A limited number of workflow models will improve both efficiency and maintainability
- The service provider should only communicate the status of the request to the management
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Question 3 of 6

3. Spørgsmål
Which of the following are service request management recommendations?
1. Standardize and automate
2. Limit approvals and define authorization levels
3. Use the same procedures for handling incidents and service requests
4. Continually identify improvements
- Only 1, 2 and 4
- Only 2, 3 and 4
- Only 1, 2 and 3
- Only 1, 3 and 4
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Question 4 of 6

4. Spørgsmål
Which of the following is NOT an example of a service request?
- A manager requests a laptop for her new employee
- A user compliments the service delivered by service desk
- A user reports a malfunctioning printer
- A user requests access to an application
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Question 5 of 6

5. Spørgsmål
What is the definition of a service request?
- A request from a customer about a new service that needs to be developed
- A change of state that needs to be authorized by a representative
- A request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery
- A request from a user initiates a service action that has not yet been approved by management
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Question 6 of 6

6. Spørgsmål
Which of the following is statements about service requests are CORRECT?
1. A service request is just an incident that has not yet been escalated
2. Requests can be asking for something
3. Requests are often standard changes
4. Complaints and praise are also handled as requests
- All of the above
- Only 2, 3 and 4
- Only 1, 3 and 4
- Only 2 and 3
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