ITIL · Question #207
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
The correct answer is C. Request fulfilment. Request Fulfilment is the ITIL process responsible for managing the lifecycle of service requests, which includes handling user complaints, comments, and general enquiries.
Question
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Options
- AService level management
- BService portfolio management
- CRequest fulfilment
- DDemand management
How the community answered
(68 responses)- A1% (1)
- B3% (2)
- C93% (63)
- D3% (2)
Why each option
Request Fulfilment is the ITIL process responsible for managing the lifecycle of service requests, which includes handling user complaints, comments, and general enquiries.
Service Level Management is responsible for negotiating, agreeing, and monitoring service level agreements (SLAs) with customers, not for directly handling individual user enquiries or complaints.
Service Portfolio Management governs the entire set of services managed by a service provider across their lifecycle, focusing on investment decisions rather than individual user interactions.
Request Fulfilment manages all service requests from users, and ITIL explicitly includes complaints, comments, and general enquiries within its scope. It provides a standardized channel for users to submit non-incident requests, ensuring these communications are logged, routed, and resolved appropriately through defined procedures.
Demand Management analyzes and influences customer demand for services to ensure the provider can meet requirements, and is not a user-facing process for handling enquiries or complaints.
Concept tested: Request Fulfilment scope including user enquiries and complaints
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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