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en ITIL4 FND 2019 SamplePaper1 Rationale v1.3
en ITIL4 FND 2019 SamplePaper1 Rationale v1.3
Sample Paper 1
A, B C. Incorrect.
(2) “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.” Ref 5.2.16
(3) “The purpose of the service level management practice is to set clear business-
based targets for service levels, and to ensure that delivery of services is properly
assessed, monitored, and managed against these targets.”