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ITIL-FOUNDATION · Question #72

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 fulfilment, and access. ITIL v3 Service Operation contains five processes - Event Management, Incident Management, Problem Management, Request Fulfilment, and Access Management - with Service Desk being a function, not a process.

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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 fulfilment, and access
  • BEvent management, incident management, change management, and access management
  • CIncident management, problem management, service desk, request fulfilment, and event management
  • DIncident management, service desk, request fulfilment, access management, and event management

How the community answered

(21 responses)
  • A
    95% (20)
  • D
    5% (1)

Why each option

ITIL v3 Service Operation contains five processes - Event Management, Incident Management, Problem Management, Request Fulfilment, and Access Management - with Service Desk being a function, not a process.

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

The five ITIL v3 Service Operation processes are exactly Event Management, Incident Management, Problem Management, Request Fulfilment, and Access Management. This is the complete and correct list as defined in the ITIL v3 Service Operation publication, covering detection, response, root cause analysis, routine requests, and user rights management.

BEvent management, incident management, change management, and access management

Change Management belongs to the Service Transition stage of the ITIL lifecycle, not Service Operation, making this list incorrect.

CIncident management, problem management, service desk, request fulfilment, and event management

Service Desk is an ITIL function within Service Operation, not a process - functions have distinct roles, resources, and capabilities, whereas processes have defined inputs, outputs, and activities.

DIncident management, service desk, request fulfilment, access management, and event management

Service Desk is a function rather than a process, and this option also omits Problem Management, which is one of the five core Service Operation processes.

Concept tested: ITIL v3 Service Operation processes vs functions

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

Topics

#service operation#service lifecycle#incident management#event management

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