During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?

The 'Fulfilment review' is the final activity in the service request fulfilment control process. It is conducted after the request has been fulfilled to confirm that the actions taken were successful, the request is formally closed, and the user is satisfied with the outcome. This is the most logical and common point to measure user satisfaction, often through automated surveys or direct follow-up, as the user has experienced the full service delivery.

A. Service request model initiation and control: This activity occurs at the beginning of the process. The service has not been delivered, so user satisfaction cannot yet be measured.
B. Request categorization: This is an early administrative step to classify the request. It happens long before the user receives the service or outcome.
C. Ad hoc fulfilment control: This activity manages the fulfilment of non-standard requests. Satisfaction is measured after fulfilment is complete, which is part of the review activity.

AXELOS. (2022). ITIL® 4 Specialist: Monitor, Support and Fulfil. TSO (The Stationery Office). Section 4.3.4, "The service request fulfilment control process," describes the 'Fulfilment review' activity, which includes confirming user satisfaction upon completion.