ITIL-FOUNDATION · Question #165
What are the categories of events described in the ITIL service operation book?
The correct answer is C. Informational, warning, exception. ITIL Service Operation classifies events into three categories based on their significance and required response type. These categories drive appropriate automated or manual handling within the event management process.
Question
What are the categories of events described in the ITIL service operation book?
Options
- AInformational, scheduled, normal
- BScheduled, unscheduled, emergency
- CInformational, warning, exception
- DWarning, reactive, proactive
How the community answered
(25 responses)- A4% (1)
- B4% (1)
- C92% (23)
Why each option
ITIL Service Operation classifies events into three categories based on their significance and required response type. These categories drive appropriate automated or manual handling within the event management process.
Scheduled and normal are not ITIL event classification terms; they are associated with change types in change management, not event categories.
Scheduled, unscheduled, and emergency are the ITIL categories for types of changes, not for events in service operation.
ITIL Service Operation defines Informational events as those recording normal operation with no action required, Warning events as those signaling a threshold is being approached and attention is needed, and Exception events as those indicating a failure or breach of agreed service levels. This three-tier classification enables event management to filter and escalate appropriately based on severity.
Reactive and proactive are terms used to describe problem management approaches, not event classification categories.
Concept tested: ITIL service operation event categories
Source: https://www.axelos.com/certifications/itil-service-management
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