ITIL 4 Practitioner Service Request ManagementPreview

Which TWO roles are responsible for communicating the service request model update in the ‘service request and review optimization’ activity of the ‘service request management’ practice?

1. Service owner
2. Product owner
3. Technical specialist
4. Technical team lead

Which of the following BEST describes a service request?

What is part of the purpose of the service request management practice?

What is a main characteristic of a service request?

The request catalogue is primarily used by which role?

What is a key output of the ‘service request review and optimization’ process?

Which TWO steps are performed as part of the ‘service request model initiation and control’ activity?

1. Select the team to fulfil the request
2. Check that the fulfilment was successful
3. Contact the user for missing information
4. Send status updates to the user

A service owner needs to have a good knowledge of available tools and methods.
Which service request management activity is this knowledge particularly useful for?

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

How does the service request management practice benefit from analysis and reporting systems?

The appropriate service request model is chosen as part of which activity of the ‘service request fulfilment control’ process?

Which software tools help to control that all steps of the service request model are completed successfully?

The use of workflows as part of service request management is an important aspect of which capability level for the practice?