Question

A software company's employees frequently request access to a collaboration tool, a standard laptop model, and pre-approved software licences. Each of these requests follows a well-understood, low-risk, repeatable procedure. The IT team wants to handle these efficiently with clear, predefined steps and expectations. Which ITIL practice is best suited to manage these requests?

Accepted Answer

Service request management, because these are predefined, agreed requests handled through standardized workflows

Answer

Incident management, because employees are unable to work without the requested items

Answer

Change enablement, because providing new equipment and access modifies the IT environment

Answer

Problem management, because recurring requests indicate an underlying issue to investigate