Question

A retail company processes hundreds of employee requests each week for new laptops. Because a laptop has a significant cost, each request must be signed off by the employee's line manager and by the finance department before procurement proceeds. The service management team wants to model this in their tooling. According to ITIL 4, which statement BEST reflects how service request management should handle this situation?

Accepted Answer

Some service requests require formal authorization steps, which should be predefined and built into the standardized fulfilment workflow.

Answer

Because approvals are required, these should be reclassified and handled as normal changes rather than service requests.

Answer

Service requests must always be fulfilled with no approval steps, so the sign-off requirements should be removed to keep the process simple.

Answer

Requests involving cost should be treated as incidents so the service desk can prioritize them by impact and urgency.