ITIL · Question #384
What are the processes within Service Operation?
The correct answer is A. Event Management, Incident Management, Problem Management, Request Fulfillment and. This question tests knowledge of which elements in ITIL Service Operation are classified as processes versus functions.
Question
What are the processes within Service Operation?
Options
- AEvent Management, Incident Management, Problem Management, Request Fulfillment and
- BEvent Management, Incident Management. Change Management and Access Management
- CIncident Management, Problem Management, Service Desk, Request Fulfillment and
- DIncident Management, Service Desk, Request Fulfillment, Access Management and Event
How the community answered
(37 responses)- A92% (34)
- B5% (2)
- D3% (1)
Why each option
This question tests knowledge of which elements in ITIL Service Operation are classified as processes versus functions.
The five ITIL Service Operation processes are Event Management, Incident Management, Problem Management, Request Fulfillment, and Access Management; Service Desk is a function (not a process), so any answer listing it as a process is incorrect, and Answer A correctly enumerates only the recognized processes.
Change Management is a Service Transition process, not a Service Operation process, making this option incorrect.
Service Desk is a function within Service Operation, not a process; listing it alongside processes misclassifies its role in the ITIL framework.
Service Desk is a function, not a process, so including it in a list of Service Operation processes is a classification error.
Concept tested: ITIL Service Operation processes vs. functions
Source: https://www.axelos.com/resource-hub/itil/itil-service-operation
Topics
Community Discussion
No community discussion yet for this question.