ITIL Question #332: Real Exam Question with Answer & Explanation

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

Explanation

First-line incident investigation and diagnosis for user-reported issues belongs to the Service Desk function, not to IT Operations Management.

Common mistakes.

A. 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.
B. Regular scrutiny and improvement of operations to achieve better service at reduced costs is an explicit objective of IT Operations Management.
D. 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

Reference. https://www.axelos.com/certifications/itil-service-management

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