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ITIL-FOUNDATION · Question #135

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

The correct answer is A. Event management, incident management, problem management, request fulfillment, and access. ITIL Service Operation contains exactly five processes: event management, incident management, problem management, request fulfillment, and access management.

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Question

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Options

  • AEvent management, incident management, problem management, request fulfillment, and access
  • BEvent management, incident management, change management, and access management C.
  • CIncident management, service desk, request fulfillment, access management, and event management

How the community answered

(37 responses)
  • A
    86% (32)
  • B
    8% (3)
  • C
    5% (2)

Why each option

ITIL Service Operation contains exactly five processes: event management, incident management, problem management, request fulfillment, and access management.

AEvent management, incident management, problem management, request fulfillment, and accessCorrect

The ITIL Service Operation lifecycle stage formally defines five processes - event management, incident management, problem management, request fulfillment, and access management - along with four functions including the service desk. This complete and correct list distinguishes Service Operation processes from those belonging to other lifecycle stages such as Service Transition. No other processes are assigned to this stage.

BEvent management, incident management, change management, and access management C.

Change management is a process belonging to the Service Transition lifecycle stage, not Service Operation, making this list inaccurate.

CIncident management, service desk, request fulfillment, access management, and event management

The service desk is a function within Service Operation, not a process, and its inclusion in a list of processes is incorrect; this option also omits problem management entirely.

Concept tested: ITIL Service Operation lifecycle stage process list

Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

Topics

#service operation#process list#ITIL processes#service lifecycle

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