Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which functional group typically takes action on events?

1. Incident management

2. IT operations

3. Service desk

4. Problem management

The correct answer is: IT operations

The functional group that typically takes action on events is IT operations. This group is responsible for managing the technical infrastructure and ensuring that IT services operate effectively. IT operations focus on maintaining and monitoring system performance and responding to events that may affect service quality. When an event occurs, such as a system alert or performance degradation, IT operations is the team that actively investigates these events to determine if they require further action, such as troubleshooting or implementing solutions to prevent future occurrences. This proactive approach helps maintain service continuity and minimizes disruptions to business processes. In contrast, incident management is focused on restoring services after incidents occur, the service desk acts as the primary contact point for end users reporting issues, and problem management seeks to identify and alleviate the root causes of incidents, rather than taking direct action on events. Hence, the role of IT operations is essential in the context of event management, making it the correct answer.