Question

A software company's IT team receives dozens of identical requests each week for access to a project collaboration tool. Currently each request is emailed to a manager, manually approved, then handed to an engineer who provisions access — often taking three days. The service request management lead wants to redesign this. Which approach best reflects effective service request management?

Accepted Answer

Standardize and streamline the fulfilment workflow, using automation for approvals and provisioning where the request is well-understood and low-risk

Answer

Reclassify each access request as an incident so the service desk can apply target resolution times and escalate breaches

Answer

Route every access request through the change authority for individual assessment before provisioning

Answer

Log each request as a problem so the underlying delay can be investigated through root cause analysis