ITIL · Question #155
Which of the following is NOT an objective of request fulfillment?
The correct answer is B. To update the service catalogue with services that may be requested through the service desk. Updating the service catalogue is not an objective of request fulfillment - that responsibility belongs to the service catalogue management process.
Question
Which of the following is NOT an objective of request fulfillment?
Options
- ATo provide information to users about what services are available and how to request them
- BTo update the service catalogue with services that may be requested through the service desk
- CTo provide a channel for users to request and receive standard services
- DTo source and deliver the components of standard services those have been requested
How the community answered
(20 responses)- A5% (1)
- B70% (14)
- C15% (3)
- D10% (2)
Why each option
Updating the service catalogue is not an objective of request fulfillment - that responsibility belongs to the service catalogue management process.
Providing users with information about available services and how to request them is an explicitly defined objective of request fulfillment.
Request fulfillment is scoped to receiving, routing, and fulfilling user requests for standard services. Maintaining and updating the service catalogue is the dedicated responsibility of service catalogue management, making option B an objective of a different process, not request fulfillment.
Providing a channel through which users can request and receive standard services is a core objective of request fulfillment.
Sourcing and delivering the components of requested standard services is a defined objective of request fulfillment.
Concept tested: ITIL request fulfillment objectives and scope
Source: https://www.axelos.com/best-practice-solutions/itil
Topics
Community Discussion
No community discussion yet for this question.