Processes

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

Objective: Processes.
Sub-objective: Service Operation: State the objectives, basic concepts, and roles for Event Management, Request Fulfillment, Problem Management and Access Management.

Single answer, multiple-choice

Which Service Operation process uses a management tool or agent to indicate when an abnormal operation, such as an incorrect password, has occurred?

1. Event Management.
2. Incident Management.
3. Request Fulfillment.
4. Problem Management.

Answer:
A. Event Management

Tutorial:
The Event Management process uses a management tool or agent to indicate when an abnormal operation, such as an incorrect password, has occurred. This process detects and analyzes events and determines the appropriate action to take.

The Incident Management process identifies, diagnoses, prioritizes and resolves all incidents, including failures and user queries.

The Request Fulfillment process handles all service requests, including requests to change passwords.

The Problem Management process handles all problems. Problems are the underlying reason behind one or more incidents.

Reference:
Office of Government Commerce. Foundations of IT Service Management Based on ITIL v3, Chapter 12: Functions and Processes in Service Operation, 12.1 Event Management, p. 271-275.