ITIL Question #207: Real Exam Question with Answer & Explanation

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.

Processes

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

Explanation

Request Fulfilment is the ITIL process responsible for managing the lifecycle of service requests, which includes handling user complaints, comments, and general enquiries.

Common mistakes.

A. 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.
B. 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.
D. 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

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

Topics

#request fulfilment#user requests#complaints#general enquiries

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