ITIL 4 Foundation Practice Exam

What best describes the outcome of effective service request management?

1. A decline in the number of service requests

2. High user satisfaction and efficient request handling

3. A greater variety of service offerings

4. Increased complexity in service delivery

The correct answer is: High user satisfaction and efficient request handling

Effective service request management focuses on ensuring that user requests are processed efficiently and satisfactorily, leading to high user satisfaction. This aspect highlights the importance of creating a seamless experience for users when they make requests for services, whether they're asking for a new software installation or a password reset. By streamlining the handling of these requests, organizations can improve their service delivery, respond quickly to user needs, and meet or exceed expectations, which directly contributes to overall user satisfaction. In this context, high user satisfaction indicates that users feel their needs are being addressed promptly and effectively, while efficient request handling implies that the processes in place are optimized for speed and accuracy. This outcome ultimately fosters a positive user experience, which is a critical goal for any service management framework.