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ITIL-FOUNDATION · Question #384

What are the processes within Service Operation?

The correct answer is A. Event Management, Incident Management, Problem Management, Request Fulfillment and. This question tests knowledge of the five official processes within the ITIL Service Operation lifecycle stage. Service Desk is a function, not a process, and Change Management belongs to Service Transition.

Know the purpose of the ITIL practices

Question

What are the processes within Service Operation?

Options

  • AEvent Management, Incident Management, Problem Management, Request Fulfillment and
  • BEvent Management, Incident Management. Change Management and Access Management
  • CIncident Management, Problem Management, Service Desk, Request Fulfillment and
  • DIncident Management, Service Desk, Request Fulfillment, Access Management and Event

How the community answered

(48 responses)
  • A
    88% (42)
  • B
    2% (1)
  • C
    8% (4)
  • D
    2% (1)

Why each option

This question tests knowledge of the five official processes within the ITIL Service Operation lifecycle stage. Service Desk is a function, not a process, and Change Management belongs to Service Transition.

AEvent Management, Incident Management, Problem Management, Request Fulfillment andCorrect

The five processes defined under ITIL Service Operation are Event Management, Incident Management, Problem Management, Request Fulfillment, and Access Management. Option A lists these five correct processes, accurately reflecting the ITIL v3 Service Operation process model.

BEvent Management, Incident Management. Change Management and Access Management

Change Management is a Service Transition process, not a Service Operation process, making this list incorrect regardless of the other entries.

CIncident Management, Problem Management, Service Desk, Request Fulfillment and

Service Desk is a function within Service Operation, not a process, so including it as a process and potentially omitting Access Management makes this option incorrect.

DIncident Management, Service Desk, Request Fulfillment, Access Management and Event

Service Desk is a function, not a process, so listing it among Service Operation processes is technically incorrect per ITIL definitions.

Concept tested: ITIL Service Operation processes vs. functions

Source: https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation

Topics

#Service Operation#process catalog#event management#incident management

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