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In ITIL 4, an investigation to identify the cause of an incident would typically be handled as a service request. Service requests are defined as requests from users for information, advice, or for a standard change or access to an IT service. They are typically handled by the service desk and do not require a formal change process.
Man, let me tell you something, this people is out of touch with reality, you do not open a ticket expecting to congratulate someone for their work, it is part of service request I know, but it is mostly to solve problems, provide RCA, etc....
ref 5.2.16 Service request management.
"Service requests are a normal part of service delivery and are not a failure or degradation of service, which are handled as incidents. ... Service requests may include various activities, like routine service delivery actions, requests for information, requests for provision of a resource or service, requests for acces to a resource or service, feedback, compliments and complaints.
Service requests are a normal part of service delivery and are not a failure or degradation of service. Feedbacks, compliments and complaints are activities of service requests.
Each service request may include one or more of the following:...feedback, compliments and complaints (for example, complaints about a new interface or compliments to a support team)
B -> correct, because that could be anything except incident. When you need IT but nothing is broken, that is a Service Request, also as compliments/compliments
C -> failure of a.... that is an incident
A. An investigation to identify the cause of an incident.
Problem Management.
B. A compliment about an IT support team.
Service Request.
C. The failure of an IT service.
Incident.
D. An emergency change to implement a security patch.
Change Management.
5.2.16 Service request management
feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team).
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