ITIL Question #448: Real Exam Question with Answer & Explanation

The correct answer is A: To maintain user satisfaction with the quality of IT services. This question also appears to contain an error in the stated correct answer. Option A ('To maintain user satisfaction with the quality of IT services') is a goal of the service desk and incident management, not event management. Per ITIL, the primary objective of event management

Processes

Question

What is an objective of event management?

Options

ATo maintain user satisfaction with the quality of IT services
BTo detect changes of state that have significance for management of an IT service
CTo provide a channel for users to receive standard services that they are expecting
DTo minimize the impact of incidents due to service failures that cannot be prevented

Explanation

This question also appears to contain an error in the stated correct answer. Option A ('To maintain user satisfaction with the quality of IT services') is a goal of the service desk and incident management, not event management. Per ITIL, the primary objective of event management is 'to detect changes of state that have significance for the management of a configuration item or IT service and to determine the appropriate control action' - which is option B. Event management is the foundation of service monitoring and control; it distinguishes informational events, warnings, and exceptions. Option C describes request fulfillment. Option D describes problem management. If this came from a practice exam, the listed correct answer (A) is inconsistent with the ITIL Service Operation framework, and B should be treated as the correct response.

Topics

#event management#change of state detection#service operation#IT monitoring

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