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A. A request to implement a security patch.
Change Management.
B. A request to provide a laptop.
Service Request.
C. A request to resolve an error in a service.
Problem management.
D. A request to change a target in a service level agreement.
Relationship Management.
Correct Answer is B.
Service request management is often confused with ITIL incident management. The distinction between the two is in how they are initiated:
Service request management responds to requests for specific services such as resetting a password, setting up a new company laptop, or moving equipment from one location to another.
This example is mentioned in the book in 5.2.16. Providing a laptop is usually a standard change and can therefore be handled by Service Request Management.
Ref. 5.2.16 Service request management
- a request for provision of a resource or service (for example, providing a phone or laptop to a user, or providing a virtual server for a development team)
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