ITIL Question #504: Real Exam Question with Answer & Explanation

Question

Options

• AA set of specialized assets for transitioning services into the live operational environment
• BA set of specialized organizational capabilities for delivering value to customers in the form of
• CA groupof events that meet the demand from customers for services that they receive
• DA group of people that manages services to fulfil the needs of users and customers

Explanation

ITIL defines service management as a set of specialized organizational capabilities for enabling value delivery to customers through services.

Common mistakes.

• A. This describes service transition activities (moving services into live operation), which is one stage of the service lifecycle, not the definition of service management itself.
• C. This loosely describes demand management or service request fulfillment, neither of which is the definition of service management as a discipline.
• D. This is an informal description of a service desk or operations team, not the formal ITIL definition of service management.

Concept tested. ITIL definition of service management

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

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