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ITIL4F ITIL Guiding Principles Practice Question
Drag and drop the steps of the service request management process into the correct order.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Receipt, then Categorization, then Fulfillment, then Verification, then Closure
Service request management starts with receipt, then categorization, fulfillment, verification, and closure.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Receipt, then Categorization, then Fulfillment, then Verification, then Closure
Why this is correct
Receipt initiates the process by formally logging the service request, followed by Categorization to classify it for appropriate routing, prioritization, and resource allocation. Fulfillment then delivers the requested service or item according to established procedures, which is subsequently confirmed during Verification to ensure user satisfaction and adherence to requirements. Finally, Closure formally concludes the service request management lifecycle, updating records and confirming completion.
- ✗
Categorization, then Receipt, then Fulfillment, then Verification, then Closure
Why it's wrong here
Placing Categorization before Receipt is fundamentally incorrect because a service request must first be formally acknowledged and recorded within the service management system. Without initial receipt, there is no identifiable, tracked item to classify, making it impossible to apply categorization criteria or route the request effectively. This sequence would disrupt the foundational tracking and management of all incoming service requests, leading to disorganization.
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Receipt, then Categorization, then Verification, then Fulfillment, then Closure
Why it's wrong here
This sequence is flawed as Verification, which confirms the successful delivery and adherence to requirements, logically cannot occur before Fulfillment. The requested service or item must first be delivered or completed for there to be any tangible outcome to assess and confirm with the user. Attempting to verify an unfulfilled request would render the verification step meaningless and impossible, leading to process breakdown.
- ✗
Receipt, then Fulfillment, then Categorization, then Verification, then Closure
Why it's wrong here
Executing Fulfillment prior to Categorization introduces significant inefficiencies and risks incorrect service delivery. Categorization is crucial for determining the specific type of request, identifying necessary resources, securing appropriate approvals, and selecting the correct fulfillment workflow. Skipping this vital classification step can lead to misallocated resources, delays, or even failure to meet the user's actual needs, impacting service quality.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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