What is NOT a main characteristic of a service request?

Aservice requestin ITIL 4 refers to a user-initiated request for information, advice, or a standard service action. It doesnotusually involve the complex activities associated with normal changes, which are part of thechange enablementprocess.

Main Characteristics of a Service Request:

A service request is initiated by a user or user representative.

It leads to an agreed service outcome.

It is acted upon by the service provider.

Option A ("A service request leads to a normal change")isincorrectbecause normal changes involve more formal procedures, risk assessments, and approvals, and they are part of change enablement, not service request management​​​.

Correct Characteristics:

Option B: Service requests are intended to achieve agreed service outcomes.

Option C: Service requests are user-initiated.

Option D: Service providers are responsible for fulfilling service requests.