ITIL 4 Service Request Management Desk Practice Questions
The free ITIL 4 Service Request Management questions that deal with desk, with answers and explanations. The full bank and the timed practice test cover every topic the exam asks about.
Question #1
A user submits a request for new software installation. What should the service desk do first?
Correct answer: B
Explanation
The first step is to verify if licensing for the software is available before processing the request.
Question #3
A request for information includes conflicting details. What is the best action for the service desk?
Correct answer: C
Explanation
Investigating further is essential to clarify the conflicting details to provide an accurate response.
Question #6
An employee wants to change their VPN settings. What should be the service desk's action?
Correct answer: B
Explanation
The service desk should provide the user with the documentation to perform the change instead of altering settings without consent.
Question #8
What should a service desk do if they receive an unclear request?
Correct answer: C
Explanation
Clarifying with the user ensures that the request can be processed correctly and efficiently.
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