ITIL · Question #135
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 fulfillment, and access. ITIL Service Operation contains exactly five processes: event management, incident management, problem management, request fulfillment, and access management.
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 fulfillment, and access
- BEvent management, incident management, change management, and access management C.
- CIncident management, service desk, request fulfillment, access management, and event management
How the community answered
(31 responses)- A87% (27)
- B10% (3)
- C3% (1)
Why each option
ITIL Service Operation contains exactly five processes: event management, incident management, problem management, request fulfillment, and access management.
ITIL v3 specifies five processes within the Service Operation lifecycle stage: event management, incident management, problem management, request fulfillment, and access management. This is the complete canonical list and no other processes belong to this stage.
Change management is a process belonging to the Service Transition lifecycle stage, not Service Operation, and this option also omits problem management and request fulfillment.
The service desk is an ITIL function within Service Operation, not a process, making this list structurally incorrect regardless of the other entries included.
Concept tested: ITIL Service Operation processes list
Source: https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation
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