Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which service operation function would contribute to the decision on whether to buy off-the-shelf software packages to support the business processes?

1. The service desk

2. Technical management

3. Application management

4. IT operations

The correct answer is: Application management

The application management function is primarily responsible for managing applications throughout their lifecycle, which includes making informed decisions about the acquisition of software. This function evaluates the organization's application needs, analyzes potential software solutions, and determines whether off-the-shelf software packages align with business objectives and support necessary processes. In this context, application management takes into account factors such as compatibility, functionality, cost-effectiveness, and the ability of the software to meet current and future business requirements. By conducting thorough assessments and providing recommendations, application management ensures that any software acquired effectively supports the organization’s needs and integrates well into the existing IT infrastructure. The service desk, while vital for support and communication with users, primarily focuses on incident resolution and user requests rather than strategic software decisions. Technical management deals with the technical aspects of the IT infrastructure and services, ensuring that the systems and technology remain operationally effective, but it does not typically make decisions regarding software acquisition. IT operations oversee the day-to-day management of technology services, but like the service desk, it does not directly influence decisions about purchasing software solutions. By understanding the distinct roles and responsibilities within IT service management, it becomes clear why application management is the appropriate function to assess and contribute to the decision of acquiring software packages.