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ITIL-FOUNDATION · Question #350

Which of the following statements is CORRECT?

The correct answer is C. Service owners are as important to service management as process owners. In ITIL, both service owners and process owners are equally vital and complementary roles - neither takes precedence over the other in a service management organization.

Understand the key concepts of service management

Question

Which of the following statements is CORRECT?

Options

  • AProcess owners are more important to service management than service owners
  • BService owners are more important to service management than process owners
  • CService owners are as important to service management as process owners
  • DProcess owners and service owners are not required within the same organization

How the community answered

(28 responses)
  • A
    4% (1)
  • B
    7% (2)
  • C
    86% (24)
  • D
    4% (1)

Why each option

In ITIL, both service owners and process owners are equally vital and complementary roles - neither takes precedence over the other in a service management organization.

AProcess owners are more important to service management than service owners

Process owners are not ranked above service owners in ITIL; both roles carry equal accountability within their respective domains.

BService owners are more important to service management than process owners

Service owners are not ranked above process owners; ITIL treats both ownership roles as equally essential to delivering quality services.

CService owners are as important to service management as process ownersCorrect

ITIL defines service owners as accountable for the end-to-end delivery of a specific service, while process owners are accountable for ensuring a process is fit for purpose and properly followed. These roles address different dimensions of service management and are designed to coexist within the same organization. Neither is subordinate to the other; both are required for a complete and effective service management structure.

DProcess owners and service owners are not required within the same organization

ITIL explicitly expects both roles to exist within the same organization, as they govern complementary aspects of service delivery and process execution.

Concept tested: ITIL service owner and process owner role equality

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

Topics

#process owner#service owner#roles and responsibilities#service management

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