ITIL Exam Prep Question of the Week

Which of the following is the best description for a request model?

1. A set of predefined steps in dealing with a known request type
2. A preferred request type
3. A script that is followed by members of the service desk when answering the phone
4. A process for handling RFCs

The correct answer is 1.

A preferred request type and a script that is followed by members of the service desk are distractors. A process for handling RFCs would be handled by the change management process.

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