ITIL Question #384: Real Exam Question with Answer & Explanation

Question

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

Explanation

This question tests knowledge of which elements in ITIL Service Operation are classified as processes versus functions.

Common mistakes.

• B. Change Management is a Service Transition process, not a Service Operation process, making this option incorrect.
• C. Service Desk is a function within Service Operation, not a process; listing it alongside processes misclassifies its role in the ITIL framework.
• D. 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

Reference. https://www.axelos.com/resource-hub/itil/itil-service-operation

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