ITIL-FOUNDATION · Question #344
What are Request Models used for?
The correct answer is D. Identifying frequently received user requests and defining how they should be handled. This question tests understanding of the purpose of Request Models within ITIL Request Fulfillment.
Question
What are Request Models used for?
Options
- ACapacity Management
- BModelling arrival rates and performance characteristics of service requests
- CComparing the advantages and disadvantages of different Service Desk approaches such as
- DIdentifying frequently received user requests and defining how they should be handled
How the community answered
(62 responses)- A2% (1)
- B6% (4)
- C5% (3)
- D87% (54)
Why each option
This question tests understanding of the purpose of Request Models within ITIL Request Fulfillment.
Capacity Management is concerned with ensuring sufficient IT resources to meet service demands, which is unrelated to the purpose of Request Models.
Modelling arrival rates and performance characteristics is a technique used in Capacity Management, not the function of Request Models in Request Fulfillment.
Comparing Service Desk approaches (local, centralized, virtual) is a Service Desk design consideration, not a function of Request Models.
Request Models in ITIL are predefined templates created for frequently recurring service requests. They document the agreed steps, responsible parties, timescales, and escalation paths needed to fulfill a given request type, ensuring consistency and efficiency when the same request is received repeatedly.
Concept tested: ITIL Request Models in Request Fulfillment
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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