ITIL Question #344: Real Exam Question with Answer & Explanation

The correct answer is D: Identifying frequently received user requests and defining how they should be handled. Request Models in ITIL are predefined templates that document how frequently received, repeatable service requests should be consistently handled to improve speed and quality of 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

Explanation

Request Models in ITIL are predefined templates that document how frequently received, repeatable service requests should be consistently handled to improve speed and quality of fulfillment.

Common mistakes.

A. Capacity Management is a distinct ITIL practice focused on ensuring IT resources meet current and future service demand, and has no connection to the purpose of Request Models.
B. Modelling arrival rates and performance characteristics is a technique used within Capacity Management, not a function of Request Models in Service Request Management.
C. Evaluating Service Desk structural approaches such as local or centralized models is an organizational design activity, not a function that Request Models perform.

Concept tested. ITIL Request Models in Service Request Management

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

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