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ITIL · Question #289
ITIL Question #289: Real Exam Question with Answer & Explanation
The correct answer is A: Functions and Processes. The ITIL definition of Service Management specifies that its specialized organizational capabilities are Functions and Processes, the core mechanisms for delivering value to customers.
Service management as a practice
Question
"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?
Options
- AFunctions and Processes
- BMarkets and Customers
- CApplications and Infrastructure
- DPeople, products and technology
Explanation
The ITIL definition of Service Management specifies that its specialized organizational capabilities are Functions and Processes, the core mechanisms for delivering value to customers.
Common mistakes.
- B. Markets and Customers represent the demand-side context and stakeholders for services, not the organizational capabilities that define how Service Management operates.
- C. Applications and Infrastructure are technical components that underpin IT services but are not described as the specialized organizational capabilities in the ITIL Service Management definition.
- D. People, products, and technology are elements involved in service delivery but do not represent the specialized organizational capabilities as specifically stated in the ITIL definition of Service Management, which uses Functions and Processes.
Concept tested. ITIL Service Management definition Functions and Processes
Topics
#service management definition#functions#processes#organizational capabilities
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