ITIL 4 Foundation Practice Exam

What does service request management practice aim to achieve?

1. Support the agreed quality of a service through effective handling of service requests

2. Monitor the performance of service delivery teams

3. Design new services based on market needs

4. Evaluate the financial impact of service failures

The correct answer is: Support the agreed quality of a service through effective handling of service requests

The primary goal of service request management practice is to support the agreed quality of a service through effective handling of service requests. This involves efficiently managing user requests for information, advice, standard changes, or access to a service. By handling these requests effectively, organizations ensure that users receive timely responses and resolutions, which enhances overall user satisfaction and maintains the service quality agreed upon with stakeholders. Service request management emphasizes being responsive to user needs while also ensuring that requests are processed in a way that aligns with organizational priorities and resource capabilities. This helps in maintaining operational consistency and reliability, ultimately contributing to the organization's service-level agreements (SLAs) and business objectives. The other options focus on different aspects of IT service management. Monitoring the performance of service delivery teams relates to performance management rather than directly to service request handling. Designing new services is part of service design, focusing on innovation and development rather than on handling incoming requests. Evaluating the financial impact of service failures corresponds to financial management practices, emphasizing cost and value rather than the management of service requests themselves.