A user wants to know how to create a report, so they come into contact with the service desk Which practice is MOST LIKELY to help with the solution of this issue7
The user is requesting information or guidance — specifically, how to create a report.
ITIL classifies this type of inquiry as a service request, because service requests include:
Requests for information
Requests for guidance
Requests for access
Requests for standard support activities
Service Request Management is the ITIL practice responsible for handling such user-initiated requests.
Option A: Incident management handles interruptions or degradations of service — not applicable here.
Option B: Service level management focuses on service performance agreements — not user questions.
Option D: Change enablement is about assessing and authorizing changes — unrelated to user guidance.
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