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
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 7 and space the ones you get wrong.
More questions on this objective
- Which statement best describes what the incident management practice is intended to achieve? machine-checked
- How is an incident defined in ITIL? machine-checked
- Several incidents are open at once and the support team must decide which to work on first. On what basis should the order be decided? machine-checked
- A difficult incident is worked on by pulling several specialists from different teams into the same session at the same time; once it becomes clear who is best placed to continue, the others step away. What is this technique called? machine-checked
- Why does an organisation define a separate procedure for major incidents rather than handling them exactly like all other incidents? machine-checked
- A support team routinely fixes incidents by phone and updates the incident record only with the word 'fixed'. What is the most significant consequence of this? machine-checked