ITIL-FOUNDATION · Question #262
Which of the following would NOT be a task carried out by the Request Fulfillment process?
The correct answer is C. Provision of information used to compare actual performance against design standards. Request Fulfillment handles standard service requests - sourcing, delivering, and informing users about services. Comparing actual performance against design standards belongs to Service Design or Service Level Management.
Question
Which of the following would NOT be a task carried out by the Request Fulfillment process?
Options
- AThe sourcing and delivering of the components of requested standard services (e.g.
- BProvision of a channel for users to request and receive standard services for which a pre-defined
- CProvision of information used to compare actual performance against design standards
- DProvision of information to users and customers about the availability of services and the
How the community answered
(23 responses)- A4% (1)
- C96% (22)
Why each option
Request Fulfillment handles standard service requests - sourcing, delivering, and informing users about services. Comparing actual performance against design standards belongs to Service Design or Service Level Management.
Sourcing and delivering components of requested standard services is explicitly a core task of the Request Fulfillment process.
Providing a channel for users to request and receive standard services with pre-defined approval criteria is a primary responsibility of Request Fulfillment.
Comparing actual performance against design standards is an activity associated with Service Design or Service Level Management, not Request Fulfillment. Request Fulfillment is scoped to fulfilling pre-approved standard requests through a defined channel, not evaluating whether service performance matches design specifications. That analytical function sits outside the process boundary.
Providing information to users and customers about service availability is within the scope of Request Fulfillment activities.
Concept tested: Request Fulfillment process scope and boundaries
Source: https://www.axelos.com/resource-hub/white-paper/itil-glossary-and-abbreviations
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