PeopleCert Exam ITIL-4-Specialist-Monitor-Support-Fulfil Topic 5 Question 16 Discussion

In the service request management practice, the primary focus is on the user, as they are the ones submitting service requests and requiring support. ITIL defines a user as the individual who consumes or uses the services. The objective of service request management is to address the users' needs efficiently and in line with agreed service levels.

The customer defines the requirements for the service, but the user is the one interacting with the service requests.

Sponsors and asset managers have roles in other aspects of service management but are not the focus in this practice.