Question

A retail company's IT team notices that users frequently complain about not knowing how long standard requests (like new laptop provisioning or software installations) will take. The service request management practice is being reviewed. Which action best reflects a key guideline of effective service request management to address this concern?

Accepted Answer

Set clear expectations for fulfilment times and communicate them to users when requests are submitted

Answer

Treat all requests as incidents so they are prioritized by impact and urgency

Answer

Route every request to the change authority for individual approval before fulfilment

Answer

Require users to submit a problem record for any delayed request