Which of the following is NOT a key process in Service Operation?

Prepare for the ITIL Service Operation Exam with comprehensive multiple choice questions and flashcards. Each study question includes detailed explanations and hints. Ace your exam with tailored prep!

The correct answer is based on the understanding of the key processes defined within the Service Operation phase of the ITIL framework. Change Management, while crucial to overall IT service management, is actually part of the Service Transition phase, not Service Operation.

In the context of Service Operation, the primary focus is on delivering services to customers while ensuring that they run smoothly and efficiently. The key processes within Service Operation include Request Fulfillment, Access Management, and Incident Management.

Request Fulfillment is essential as it deals with handling service requests from users, ensuring they are processed efficiently. Access Management ensures that only authorized users can access services, thus protecting the integrity and security of the IT environment. Incident Management is critical because it focuses on restoring normal service operation as quickly as possible after an interruption, minimizing the impact on the business.

Understanding the distinct responsibilities and phases of ITIL will clarify why Change Management does not belong within Service Operation, as it primarily deals with managing changes in a controlled manner during the transition of services.

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