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352-001 · Question #551

Which three processes are part of the ITILv3 Service Operation? (Choose three)

The correct answer is B. Problem management C. Incident management D. Event management. ITILv3 Service Operation covers the day-to-day management of live IT services, with its core processes being Event Management, Incident Management, and Problem Management.

Designing Management and Operations

Question

Which three processes are part of the ITILv3 Service Operation? (Choose three)

Options

  • ARelease and deployment management
  • BProblem management
  • CIncident management
  • DEvent management
  • EService-level management
  • FChange management

How the community answered

(45 responses)
  • A
    4% (2)
  • B
    87% (39)
  • E
    7% (3)
  • F
    2% (1)

Why each option

ITILv3 Service Operation covers the day-to-day management of live IT services, with its core processes being Event Management, Incident Management, and Problem Management.

ARelease and deployment management

Release and Deployment Management belongs to the ITILv3 Service Transition lifecycle phase, which manages the build, testing, and deployment of new or changed services.

BProblem managementCorrect

Problem Management is a formal ITILv3 Service Operation process responsible for identifying root causes of recurring incidents and implementing permanent fixes to prevent future occurrences.

CIncident managementCorrect

Incident Management is a core ITILv3 Service Operation process focused on restoring normal service operation as quickly as possible after an unplanned disruption or degradation.

DEvent managementCorrect

Event Management is a core ITILv3 Service Operation process that monitors all events across the IT infrastructure and determines the appropriate control actions, providing the foundation for other operational processes.

EService-level management

Service-Level Management is an ITILv3 Service Design process responsible for negotiating, documenting, and managing service level agreements, not operational day-to-day activity.

FChange management

Change Management is part of ITILv3 Service Transition and governs the process for controlling the lifecycle of all changes to minimize disruption to IT services.

Concept tested: ITILv3 Service Operation process classification

Source: https://www.axelos.com/certifications/itil-service-management/itil-foundation

Topics

#ITILv3#service operation#incident management#problem management

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