ITIL · Question #413
The BEST description of the purpose of Service Operation is?
The correct answer is C. To deliver and support IT Services at agreed levels to business users and customers. Service Operation's primary purpose in the ITIL lifecycle is the day-to-day delivery and support of IT services at the levels agreed with the business.
Question
The BEST description of the purpose of Service Operation is?
Options
- ATo decide how IT will engage with suppliers during the Service Management Lifecycle
- BTo proactively prevent all outages to IT Services
- CTo deliver and support IT Services at agreed levels to business users and customers
- DTo design and build processes that will meet business needs
How the community answered
(29 responses)- B3% (1)
- C93% (27)
- D3% (1)
Why each option
Service Operation's primary purpose in the ITIL lifecycle is the day-to-day delivery and support of IT services at the levels agreed with the business.
Deciding how IT engages with suppliers is the responsibility of the Supplier Management process, which sits within the Service Design stage of the lifecycle.
Proactively preventing all outages is an unrealistic absolute - Service Operation aims to minimize disruption and restore service quickly, but zero outages is not its stated purpose.
Service Operation is the ITIL lifecycle stage responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers. It encompasses functions such as the Service Desk, Incident Management, Problem Management, and Event Management, all focused on maintaining stable, agreed-upon service quality. This is explicitly stated as the purpose of Service Operation in the ITIL Service Lifecycle framework.
Designing and building processes to meet business needs is the purpose of Service Design, not Service Operation, which executes and supports already-designed services.
Concept tested: ITIL Service Operation lifecycle stage purpose
Source: https://www.axelos.com/certifications/itil-service-management
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