ITIL · Question #332
Which of the following is NOT an objective of the Operations Management function?
The correct answer is C. First line Incident investigation and diagnosis logged by users. First-line incident investigation and diagnosis for user-reported issues belongs to the Service Desk function, not to IT Operations Management.
Question
Which of the following is NOT an objective of the Operations Management function?
Options
- ASwift application of skills to diagnose any IT Operations failures that occur
- BRegular scrutiny and improvements to achieve improved service at reduced costs
- CFirst line Incident investigation and diagnosis logged by users
- DMaintenance of status quo to achieve stability of day to day processes and activities
How the community answered
(38 responses)- B3% (1)
- C95% (36)
- D3% (1)
Why each option
First-line incident investigation and diagnosis for user-reported issues belongs to the Service Desk function, not to IT Operations Management.
Swift application of skills to diagnose IT Operations failures is a core objective of IT Operations Management, as it is responsible for restoring normal operational conditions.
Regular scrutiny and improvement of operations to achieve better service at reduced costs is an explicit objective of IT Operations Management.
Acting as the first point of contact for user-reported incidents, including initial investigation and diagnosis, is a responsibility of the Service Desk function. IT Operations Management focuses on executing and maintaining day-to-day operational procedures and infrastructure activities, not on handling the user-facing incident intake process.
Maintaining the status quo to achieve stability of day-to-day processes and activities is a fundamental objective of IT Operations Management.
Concept tested: ITIL IT Operations Management function objectives
Source: https://www.axelos.com/certifications/itil-service-management
Topics
Community Discussion
No community discussion yet for this question.