ITIL Question #155: Real Exam Question with Answer & Explanation

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.

Processes

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

Explanation

Updating the service catalogue is not an objective of request fulfillment - that responsibility belongs to the service catalogue management process.

Common mistakes.

A. Providing users with information about available services and how to request them is an explicitly defined objective of request fulfillment.
C. Providing a channel through which users can request and receive standard services is a core objective of request fulfillment.
D. Sourcing and delivering the components of requested standard services is a defined objective of request fulfillment.

Concept tested. ITIL request fulfillment objectives and scope

Reference. https://www.axelos.com/best-practice-solutions/itil

Topics

#request fulfillment#service catalogue#standard services

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