ITIL 4 Foundation Practice Exam

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What is the primary responsibility of a support team?

To negotiate with suppliers for better terms
To maintain normal operations and resolve user requests
To develop new product features and improvements
To analyze competitor actions and market trends

The correct answer is: To maintain normal operations and resolve user requests

The primary responsibility of a support team is to maintain normal operations and resolve user requests. Support teams play a crucial role in ensuring that services run smoothly and that users receive the assistance they need in a timely manner. Their focus is on day-to-day operations, responding to incidents, handling service requests, and providing technical support that helps mitigate disruptions in service delivery. Fulfilling this responsibility involves monitoring systems for issues, implementing fixes or workarounds, and ensuring that tools and processes are in place to provide effective user support. This directly contributes to the organization's ability to deliver value to its customers and maintain service quality. Other roles mentioned, such as negotiating with suppliers, developing new product features, and analyzing market trends, while important in their own contexts, do not align with the core functions of a support team that is primarily focused on operational stability and user interaction. Hence, the correct understanding is that the support team's main duty revolves around maintaining service reliability and addressing user needs promptly.