What may define the scope of Service Management in the Service Management plan?

Question

Options

• Athe location of the services
• Bthe number of staff
• Cthe size of the infrastructure
• Dthe specific processes undertaken

• A
  81% (26)
• B
  6% (2)
• C
  9% (3)
• D
  3% (1)

Explanation

Location of the services defines the scope of Service Management in the Service Management plan because scope must establish where the service management system applies - which sites, regions, or delivery locations are covered - giving the organization clear boundaries for accountability and compliance (as outlined in ISO/IEC 20000).

Why the distractors are wrong:

• B (number of staff) - headcount is a resource consideration, not a scope boundary; staffing levels change without altering scope.
• C (size of infrastructure) - infrastructure scale influences capacity planning, not the formal definition of scope.
• D (specific processes undertaken) - processes are activities within the scope, not the boundary that defines it; you determine scope first, then identify applicable processes.

Memory tip: Think of scope as a map boundary - the first thing you draw on a map is the border (location), not what's happening inside it. Location answers "where does this apply?" which is exactly what a scope statement must answer.

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