ITIL 4 Practitioner Service Request Management

Review 34 ITIL-4-PRACTITIONER-SERVICE-REQUEST-MANAGEMENT practice questions with answer explanations and community insights.

Question 1

When a highly automated service request model is used, which process activity is unlikely to occur in the ‘service request fulfillment control’ process?

  1. Fulfilment review
  2. Prerequisite checks for the service request
  3. Selection of an appropriate service request model
  4. Ad hoc fulfilment control

Question 2

What is a main characteristic of a service request?

  1. A service request has unpredictable results
  2. A service request is accessed by users through a single channel
  3. A service request is acted on by the service provider
  4. service request leads to a normal change

Question 3

What should define the involvement of third parties in service request fulfilment?

  1. Service request models
  2. Service catalogue
  3. Service request catalogue
  4. Service level agreement

Question 4

A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers. Which capability of the workflow management tool used for service request management is the MOST important to support this objective?

  1. Work hours planning and reporting
  2. Available and convenient self-service
  3. Affordable and flexible super-user role
  4. Support of end-to-end value streams

Question 5

Under what circumstances will the fulfilment of a service request MOST LIKELY be selected for a detailed internal review?

  1. When the fulfilment was not carried out urgently
  2. When the fulfilment was carried out in accordance with the agreed procedure
  3. When the user satisfaction with the fulfilment is high
  4. When the user satisfaction with the fulfilment is low
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