Question

A company's staff frequently submit requests for password resets, new laptop provisioning, and access to shared drives. The IT team notices these requests are handled inconsistently, sometimes taking days because each request follows an ad hoc route. Which action best aligns with the purpose of the service request management practice to improve this situation?

Accepted Answer

Establish standardized, predefined workflows with clear approval and fulfillment steps for each common request type

Answer

Reclassify all these requests as incidents so they are prioritized for rapid restoration of service

Answer

Route every request to problem management to identify why so many requests are being raised

Answer

Treat each request as a normal change requiring assessment by the change authority before fulfillment