IT Service Management (ITSM) Fundamentals 2025 – 400 Free Practice Questions to Pass the Exam

The concept of "Request Management" in IT Service Management (ITSM) involves systematically handling user requests for services, information, or support. This process ensures that requests from users, such as access to applications, hardware needs, or general inquiries, are efficiently processed and fulfilled. It encompasses the entire lifecycle of a request, from submission through to resolution and closure, ensuring that users receive timely and satisfactory responses to their needs.

This approach aims to enhance user satisfaction and improve service quality by providing a structured way to manage requests. It also includes defining service level agreements (SLAs), prioritizing requests, and ensuring proper tracking and reporting of service request activities, which contributes to enhanced transparency and accountability within IT operations.

In contrast, the other options focus on different aspects of IT and service management. Tracking issues relates more closely to incident management, developing software is associated with application development methodologies rather than request management, and crisis management deals with IT service continuity and handling major incidents, which is distinct from the routine handling of user requests. Therefore, the correct characterization of "Request Management" aligns most closely with the systematic approach to managing service requests from users.