ITIL 4 SRM Practice Questions - ITIL 4 Practitioner Service Request Management Exam - ITIL 4 SRM Practice Questions - ITIL 4 Practitioner Service Request Management Exam

Question 1

What is the stated purpose of the Service Request Management practice in ITIL 4?

To restore normal service operation as quickly as possible after an unplanned interruption To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner To assess, authorize, and manage all changes to the live IT environment To capture, store, and share knowledge across the organization to improve decision-making

Correct Answer:

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Question 2

Which of the following BEST defines a service request in ITIL 4?

Any request a user types into a chat window or self-service portal A request from a user, or a user's authorized representative, that initiates a service action that has been agreed as a normal part of service delivery An unplanned interruption to a service or a reduction in the quality of a service A proposal to add, modify, or remove anything that could have a direct or indirect effect on services

Correct Answer:

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

Question 3

A user calls the service desk and says, 'My laptop will not connect to the corporate Wi-Fi and I cannot work.' How should this be handled?

As a service request, because the user is requesting Wi-Fi As an incident, because there is an unplanned interruption to the user's service As a change, because Wi-Fi configuration must be modified As a problem, because it is unclear what is broken

Correct Answer:

As an incident, because there is an unplanned interruption to the user's service

Question 4

A new employee starts on Monday and the hiring manager submits a portal request to provision an AD account, email mailbox, standard laptop, and access to the sales CRM. Which practice owns this work end-to-end?

Incident Management Service Request Management Change Enablement Problem Management

Correct Answer:

Service Request Management

Question 5

Which of the following BEST distinguishes a service request from a change in ITIL 4?

Service requests cost the customer; changes are free Service requests are pre-defined, pre-approved, and standard; changes add, modify, or remove components that could affect services and require change authorization Service requests must always be automated; changes must always be manual Service requests can only originate from end users; changes can only originate from the CAB

Correct Answer:

Service requests are pre-defined, pre-approved, and standard; changes add, modify, or remove components that could affect services and require change authorization

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About this Exam

Prepare with the ITIL 4 SRM Practice Questions - ITIL 4 Practitioner Service Request Management Exam practice quiz. This question bank includes 100 questions covering request, service, describes, management, and user. Use it to review important concepts, identify knowledge gaps, and build confidence for the related exam, course, or assessment.

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ITIL 4 SRM Practice Questions - ITIL 4 Practitioner Service Request Management Exam

This practice set contains 100 questions from the matching question bank and focuses on request, service, describes, management, and user. Work through each question carefully, review the provided solutions, and revisit topics that need more study before your next attempt.

This is an independent study resource intended for practice and review; it is not an official examination or an endorsement by any organization named in the title.

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ITIL 4 SRM Practice Questions - ITIL 4 Practitioner Service Request Management Exam

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