Service Management as a Practice

BackBy — April 10, 2008

These questions are based on EXE-101: ITIL Foundation Certification in IT Service Management Version 3
ITIL
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.

Answer:
B. A process

Tutorial:
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."

Reference:
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.