ITIL · Question #350
Which of the following statements is CORRECT?
The correct answer is C. Service owners are as important to service management as process owners. ITIL treats service owners and process owners as equally important roles, each with distinct accountability that together enable effective service management.
Question
Which of the following statements is CORRECT?
Options
- AProcess owners are more important to service management than service owners
- BService owners are more important to service management than process owners
- CService owners are as important to service management as process owners
- DProcess owners and service owners are not required within the same organization
How the community answered
(61 responses)- A2% (1)
- B5% (3)
- C90% (55)
- D3% (2)
Why each option
ITIL treats service owners and process owners as equally important roles, each with distinct accountability that together enable effective service management.
ITIL does not rank process owners above service owners; both roles carry equal accountability within their respective domains.
ITIL does not rank service owners above process owners; the two roles are complementary and interdependent, not hierarchical.
ITIL defines both service owners and process owners as distinct but equally critical roles. Service owners are accountable for the end-to-end delivery of a specific service, while process owners are accountable for ensuring a process is fit for purpose. Neither role supersedes the other - both must exist and collaborate for service management to function.
ITIL explicitly requires both roles to coexist within the same organization to ensure full accountability across services and the processes that underpin them.
Concept tested: ITIL service owner and process owner roles
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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