Which of the following tasks is assigned to each process manager?

Question

Options

• Achanneling data to Problem Management
• Bensuring the process is running effectively and efficiently
• Cfollowing up on Incidents
• Dsetting up Service Level Agreements with the users

• A
  10% (5)
• B
  84% (42)
• C
  2% (1)
• D
  4% (2)

Explanation

Option B is correct because the process manager role - a generic role found across ITIL processes - is fundamentally responsible for the day-to-day operational running of their assigned process, ensuring it delivers results both effectively (achieving intended outcomes) and efficiently (using resources appropriately).

Option A is wrong because channeling data to Problem Management is a specific activity within Incident Management, not a universal responsibility of every process manager across all processes.

Option C is wrong because following up on Incidents is a task specific to Incident Management staff; not every process manager oversees incidents - a Change Process Manager, for example, has no such duty.

Option D is wrong because setting up Service Level Agreements belongs to the Service Level Manager, a distinct role within Service Level Management, not a generic cross-process responsibility.

Memory tip: Think "A manager manages the process itself." Strip away all the specific activities (incidents, SLAs, problem data) - what remains for any process manager in any process is ensuring that process works well. Effective + efficient = the process manager's universal mandate.

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