Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

What is the primary objective of service operation?

1. To ensure that the services are designed to meet the stated business objectives and that the four Ps have been considered

2. To ensure that the service can be used in accordance with the requirements and constraints specified within the service requirements

3. To carry out activities and processes required to deliver and manage services at agreed levels

4. To manage the technology that is used to deliver and support the services

The correct answer is: To carry out activities and processes required to deliver and manage services at agreed levels

The primary objective of service operation is to carry out activities and processes required to deliver and manage services at agreed levels. This encompasses the ongoing management of the IT services provided to the customer, ensuring that the services run smoothly and effectively while meeting predefined service level agreements (SLAs). Service operation focuses on the day-to-day delivery of services and maintaining stability in service delivery, which is crucial for ensuring that users have the necessary services available to them as needed. In practice, this means coordinating service management processes, monitoring service performance, addressing user issues, and implementing changes to maintain or improve service quality. By concentrating on these activities, service operation plays a vital role in achieving operational excellence and delivering value to the business and its customers. The other options, while related to service management, do not accurately define the central focus of service operation. For instance, ensuring that services are designed to meet business objectives pertains more to service design than to service operation itself. Similarly, compliance with service requirements is essential but is part of the service design and transition phases. Lastly, managing the technology used in service delivery relates more to technical management and service transition than to the ongoing operations played out in the context of service operation.