Which statement best describes what the service request management practice is intended to achieve?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail easy
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The options
Correct Support the agreed quality of a service by handling all pre-defined, user-initiated service requests effectively and in a user-friendly way
Correct. The two qualifiers matter: the requests are pre-defined and pre-agreed, and they originate with the user. Handling them well is part of delivering the service as promised.
Not correct Restore normal service operation as quickly as possible after an unexpected interruption
This is incident management. Service request management deals with normal service delivery, where nothing has gone wrong.
Not correct Ensure that accurate information about configuration items is available when and where it is needed
This is service configuration management. It may supply data used when fulfilling a request, but it is a different practice with a different purpose.
Not correct Set clear business-based targets for service performance and ensure delivery is properly assessed against them
This is service level management. It defines what good looks like; service request management delivers a specific, agreed category of routine service actions.
Why
Service request management exists to keep the routine, agreed parts of service delivery smooth and predictable. Because nothing has failed, the measure of success is effectiveness and user experience against agreed fulfilment expectations, not speed of recovery.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- Service request management supports the agreed quality of a service by handling all pre-defined, user-initiated service requests effectively and in a user-friendly manner.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.