ITIL 4 Foundation Practice Exam

What type of information does a service catalogue include?

1. Incident response protocols

2. Financial metrics regarding service costs

3. Details on service requests for users

4. A directory of service personnel

The correct answer is: Details on service requests for users

The service catalogue primarily serves as a comprehensive resource that outlines the services offered by an organization, particularly from the IT perspective. It includes essential details pertaining to service requests, which are the specific needs or requirements that users can formally ask for from the IT department. This documentation enables users to understand what services are available, what the expected outcomes of those services are, and how they can initiate requests for them. A well-maintained service catalogue not only lists the various services but also details how to request them, service levels, outcomes, and any conditions associated with those requests. This clearly enhances the user experience by simplifying access to IT services and ensuring transparency in what is provided. While incident response protocols, financial metrics, and directories of service personnel are valuable pieces of information relevant to IT service management, they do not fall under the primary definition of a service catalogue, which is focused on user-requested services and how to engage with them.