Service Management as a Practice

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These questions are based on EXE-101: ITIL Foundation Certification in IT Service Management Version 3
Self Test Software Practice Test

Objective: Service management as a practice.
Sub-objective: List the characteristics of process (measurable, specific results, customers and responds to a specific event).

Single answer, multiple-choice

Which Service Lifecycle entity is measurable, performance-driven and responds to specific triggers?

  1. A function.
  2. A process.
  3. A role.
  4. A service.

B. A process

A process is measurable, performance-driven and responds to specific triggers or events.

According to the Office of Government Commerce (OCG), a function is “a unit of an organization specialized to perform certain types of work and responsible for specific outcomes.” Each function has its own body of knowledge.

According to OCG, a role is “a set of responsibilities, activities, and authorities granted to a person or team.” A role is defined by a process.

According to OCG, a service is “a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.”

Office of Government Commerce. The Official Introduction to the ITIL Service Lifecycle, Chapter 3: The ITIL Service Management Lifecycle – core of practice, 3.1.2 Processes, p. 20-21. The Stationery Press, 2007.

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