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ITIL 4 Practitioner: Service Request Management

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Q_01 domain/d1 · medium multi discuss →

A service desk analyst is defining the scope of the Service Request Management practice for a new IT service catalogue. According to ITIL's key concepts, which categories of user demand fall within the purpose of this practice?

A Requests for services
B Requests for information
C Requests for access
D Requests to restore a failed service after an outage
E Requests to eliminate the root cause of recurring incidents

Q_02 domain/d1 · medium single discuss →

During a review, a service manager questions why partners and suppliers are addressed within the Service Request Management module. According to the module, what is the intended focus of examining their role?

A Learning to collaborate effectively to enhance service delivery and fulfilment capabilities
B Transferring all fulfilment accountability away from internal teams
C Defining SLAs and performance targets for digital products
D Establishing responsible AI adoption across operations

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