Which ITIL process is responsible for managing requests from users?A. Incident ManagementB. Problem ManagementC. Change ManagementD. Request Fulfilment

Question Breakdown

The question is asking about the specific ITIL process that deals with managing user requests.

Relevant Concepts

In ITIL (Information Technology Infrastructure Library), several processes exist, and each serves a distinct purpose:

1. Incident Management - Focuses on restoring normal service operation as quickly as possible and minimizing the impact on business operations.
2. Problem Management - Deals with diagnosing and addressing the root cause of incidents to prevent future occurrences.
3. Change Management - Manages changes in a structured manner to minimize risk and disruption to services.
4. Request Fulfilment - Specifically responsible for handling requests from users, such as service requests.

Analysis and Detail

Based on the descriptions:

• Incident Management is about incidents, not general requests.
• Problem Management is about solving underlying issues, not directly about user requests.
• Change Management handles changes to IT services, but not user requests.
• Request Fulfilment is tailored for handling user requests, ranging from information requests to standard changes.

Verify and Summarize

Among the options provided, Request Fulfilment is the process specifically designed to manage requests from users, making it the most relevant answer.

Final Answer

D. Request Fulfilment is the ITIL process responsible for managing requests from users.