PeopleCert ITIL 4 Foundation Exam - Topic 4 Question 72 Discussion

Actual exam question for PeopleCert's ITIL 4 Foundation exam

Question #: 72
Topic #: 4

[All ITIL 4 Foundation Questions]

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

AChange control

BContinual improvement

CProblem management

DService desk

Show Suggested Answer

Suggested Answer: D

A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:

Service requests and their fulfilment should be standardized and automated to the greatest degree possible.

Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.

The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.

Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.

https://www.bmc.com/blogs/itil-service-request-management/

by Deandrea at Jul 24, 2023, 08:15 PM

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Aliza

6 months ago

Surprised to see Service desk not in the running!

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Winfred

6 months ago

Wait, are we sure it's not Continual improvement?

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Venita

7 months ago

Totally agree, it's all about reducing incidents.

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Marsha

7 months ago

I thought it was Change control.

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Taryn

7 months ago

It's definitely Problem management!

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Jenelle

7 months ago

Service Desk seems more about handling incidents rather than preventing them, so I’m leaning towards Problem Management too.

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Annabelle

7 months ago

I practiced a question like this, and I believe Continual Improvement was mentioned as a way to enhance processes, but I’m not confident it directly reduces incidents.

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Rosann

8 months ago

I'm not entirely sure, but I remember something about Change Control being related to reducing risks.

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Lenna

8 months ago

I think it might be Problem Management since it focuses on identifying root causes to prevent incidents.

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An

8 months ago

Option C stands out to me as the most likely answer. Rewarding agents more for recruiting others than for selling the actual product is a classic sign of a pyramid scheme.

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Anglea

8 months ago

Hmm, this is a tricky one. I think it might be the "Match" operation, since that's often used to identify connections between data sources. But I'm not 100% sure, so I'll have to think it through carefully.

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Carmelina

8 months ago

This question seems straightforward - I think the answer is Hazard, since the description talks about a physical condition or hazardous material release that could result in injury, damage, or environmental issues.

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Casey

1 year ago

C'mon, it's gotta be problem management. The name alone tells you it's all about solving problems before they become incidents. Although, maybe they should call it 'future incident prevention' instead.

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