Which two statements about the `service request management` practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests 

Answer options:

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A