Question

ITIL Question

Which one of the following provides the correct list within the service operation stage of the service lifecycle?


1) Event Mgmt, Incident Mgmt, Change Mgmt and Access Mgmt

2) Incident Mgmt, Service Desk, Request Fulfillment, Access Mgmt and Event Mgmt

3) Event Mgmt, Incident Mgmt, Problem Mgmt, Request Fulfillment and Access Mgmt

4) Incident Mgmt, Problem Mgmt, Service Desk, Request Fulfillment and Event Mgmt

Answer 1

Answer:

Which one of the following provides the correct list within the service operation stage of the service lifecycle?

Event management, incident management, problem management, request fulfillment and access management.

Explanation:

• What is event management? Event management is the process of creating and maintaining an event. This process spans from the very beginning of planning all the way to post-event strategizing. At the start, an event manager makes planning decisions, such as the time, location, and theme of their event.
• What is incident management? Incident management is a series of steps taken to identify, analyze, and resolve critical incidents, which could lead to issues in an organization if not restored. Demo ITSM. Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.
• What is problem management? Problem management is a core component of the ITSM framework, and is the process for identifying and managing root causes and potential IT incidents. Problem management identifies and manages problems using preventative methods and identifying underlying causes to help prevent future issues.
• What is request fulfillment? Request fulfillment is the process of resolving a customer's service request and refers to managing the entire lifecycle of all service requests. The service desk team is dedicated to responding to and fulfilling requests while delivering the highest level of service support quality to the customer.
• What is access management? Access request management describes the audit data that supports the viewing of access requests that are submitted through the Administrative console, Self-service user interface, and Identity Manager Service Center user interface.

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