Question

A mid-sized company notices that its IT team spends significant effort handling repetitive, well-understood requests such as new laptop provisioning, software installs, and access to shared drives. Each request currently requires several manual emails and ad-hoc approvals, causing inconsistent turnaround times. The service management lead wants to improve how these routine requests are handled. Which approach best reflects the intent of the service request management practice?

Accepted Answer

Establish predefined, standardized fulfilment procedures for each common request type, published in a service catalog with clear approval steps and expected timescales.

Answer

Route all these requests through the incident management process so they are resolved as quickly as possible under existing resolution targets.

Answer

Treat each request as a normal change and submit it to the change authority for individual assessment before fulfilment.

Answer

Escalate all routine requests to problem management to investigate why so many are being raised.