Which gives a user access to a system?

Which statement about the 'service request management' practice is CORRECT?

A change process model should include:
1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2 - Responsibilities; who should do what, including escalation
3 - Timescales and thresholds for completion of the actions
4 - Complaints procedures

Which one of the following is concerned with policy and direction?

What is a change schedule used for?