QUESTION 1
What is a main characteristic of a service request?

A. A service request has unpredictable results
B. A service request is accessed by users through a single channel
C. A service request is acted on by the service provider
D. A service request leads to a normal change

Correct Answer: C
QUESTION 2
Under what circumstances will the fulfilment of a service request MOST LIKELY be selected for a detailed internal review?

A. When the fulfilment was not carried out urgently
B. When the fulfilment was carried out in accordance with the agreed procedure
C. When the user satisfaction with the fulfilment is high
D. When the user satisfaction with the fulfilment is low

Correct Answer: D
QUESTION 3
What should define the involvement of third parties in service request fulfilment?

A. Service request models
B. Service catalogue
C. Service request catalogue
D. Service level agreement

Correct Answer: D
QUESTION 4
What is part of the purpose of the service request management practice?

A. To provide clear and structured patterns and methods of working
B. To improve the reputation of the service providing organization
C. To help ensure that service level agreements are met
D. To increase the satisfaction of the service consumer’s employees

Correct Answer: C
QUESTION 5
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?

A. Work hours planning and reporting
B. Available and convenient self-service
C. Affordable and flexible super-user role
D. Support of end-to-end value streams

Correct Answer: D
QUESTION 6
Which Two characteristics of service request fulfilment procedures should be present in order to make a

strong case to automate the procedures?
1. The procedures are complex
2. The procedures are routine
3. The procedures have limited variations
4. The procedures are tailored to specific user groups

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Correct Answer: B
QUESTION 7
If the performance of an organization’s service request management practice is continually measured and assessed, what is the HIGHEST applicable capability level of the ITIL maturity model?

A. Level 1
B. Level 2
C. Level 3
D. Level 4

Correct Answer: D
QUESTION 8
Which software tools help to control that all steps of the service request model are completed successfully?

A. Social media
B. Monitoring and event management tools
C. Publishing tools
D. Analysis and reporting tools

Correct Answer: D
QUESTION 9
A service provider has defined and communicated the value of the fulfilment procedures it has defined for its service requests. The service provider’s users think that the fulfilment procedures are not fit for purpose. What is the BEST way for the service provider to improve this situation?

A. Use a different method of communication to explain the value again
B. Ask the users and other stakeholders for their definition of value, and review and update the procedures as necessary
C. Automate the fulfilment procedures
D. Outsource the fulfilment procedures

Correct Answer: B
QUESTION 10
What is a key output of the ‘service request review and optimization’ process?

A. Fulfillment actions records and reports
B. Fulfilled service requests
C. Updated service request models
D. User satisfaction surveys

Correct Answer: C
QUESTION 11
How does the service request management practice benefit from analysis and reporting systems?

A. The systems support handling of service requests from initiation to fulfilment
B. The systems support practice measurement and reporting
C. The systems are used for ad hoc request fulfilment
D. The systems are used to communicate new request models to users

Correct Answer: B
QUESTION 12
What is a key output of the service request fulfilment control process?

A. Updated service request model
B. Service request queries
C. User satisfaction surveys
D. Updated service request procedures and working instructions

Correct Answer: D
QUESTION 13
When will it be MOST beneficial to involve the monitoring and event management practice in service request management activities?

A. When users have complained that the fulfilment of their complex service requests is never completed
B. When users frequently raise service requests to perform routine hardware maintenance tasks
C. When the organization does not have a request catalogue and there are varying fulfilment procedures
D. When users have complained that user-facing service request procedures are too difficult to follow

Correct Answer: C
QUESTION 14
The use of workflows as part of service request management is an important aspect of which capability level for the practice?

A. Level 2
B. Level 3
C. Level 4
D. Level 5

Correct Answer: C
QUESTION 15
The request catalogue is primarily used by which role?

A. Customer
B. User
C. Sponsor
D. Service provider

Correct Answer: B
QUESTION 16
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. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Correct Answer: D
QUESTION 17
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

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Correct Answer: A
QUESTION 18
When are the service request management practice teams defined?

A. During the fulfilment of service requests
B. During the resolution of incidents
C. During the creation of service request models
D. During the negotiation of SLAs

Correct Answer: C
QUESTION 19
Fulfilment of service requests can be constrained by third parties. Where can users and customers find information about these constraints?

A. Service level agreements
B. Service request catalogue
C. Service request model
D. CMDB

Correct Answer: B
QUESTION 20
he appropriate service request model is chosen as part of which activity of the ‘service request fulfillment control’ process?

A. Service request model initiation and control
B. Request categorization
C. Ad hoc fulfilment control
D. Fulfilment review

Correct Answer: B