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ITIL-FOUNDATION · Question #448

What is an objective of event management?

The correct answer is A. To maintain user satisfaction with the quality of IT services. Event management aims to maintain user satisfaction by proactively monitoring the IT environment and responding to significant service state changes before they escalate and affect users.

Know the purpose of the ITIL practices

Question

What is an objective of event management?

Options

  • ATo maintain user satisfaction with the quality of IT services
  • BTo detect changes of state that have significance for management of an IT service
  • CTo provide a channel for users to receive standard services that they are expecting
  • DTo minimize the impact of incidents due to service failures that cannot be prevented

How the community answered

(42 responses)
  • A
    90% (38)
  • B
    2% (1)
  • C
    5% (2)
  • D
    2% (1)

Why each option

Event management aims to maintain user satisfaction by proactively monitoring the IT environment and responding to significant service state changes before they escalate and affect users.

ATo maintain user satisfaction with the quality of IT servicesCorrect

Event management contributes directly to user satisfaction by continuously monitoring infrastructure for significant changes of state and triggering appropriate responses that preserve service quality, preventing degradation from reaching end users. By automating detection and correlation, the process ensures consistent and reliable service delivery that meets user expectations.

BTo detect changes of state that have significance for management of an IT service

Detecting changes of state is the operational mechanism by which event management functions, describing the technical action the process takes rather than its overarching management objective.

CTo provide a channel for users to receive standard services that they are expecting

Providing a channel for users to request and receive standard services is an objective of service request management and the service catalog, not event management.

DTo minimize the impact of incidents due to service failures that cannot be prevented

Minimizing the impact of incidents that cannot be prevented is an objective of problem management, specifically its reactive component focused on workarounds and known errors.

Concept tested: ITIL event management - process objectives and purpose

Source: https://www.axelos.com/resource-hub/glossary

Topics

#event management#state changes#IT service monitoring

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