ITIL 4 Foundation Practice Exam

What is meant by operation in ITIL practices?

1. The design of service components

2. The routine running and management of services

3. The evaluation of service performance

4. The development of new services

The correct answer is: The routine running and management of services

In the context of ITIL practices, "operation" specifically refers to the routine running and management of services. This encompasses all activities involved in delivering and managing IT services efficiently on a day-to-day basis. The focus is on ensuring that the services are available, reliable, and performing as expected, thereby providing value to customers and stakeholders. Operational activities involve monitoring systems, responding to incidents, managing service requests, and ensuring service continuity. This aligns directly with the objectives of maintaining high service quality and customer satisfaction, which are key aspects of ITIL's service management framework. The other options pertain to different stages and aspects of service management. The design of service components relates to service design, which includes planning and designing new services and processes. Evaluating service performance falls under service measurement and reporting, which is part of continual service improvement. The development of new services is part of service transition and service design, where the focus is on creating and updating services that meet current and future needs. Each of these areas is vital but distinct from the operational activities that ensure services are effectively and efficiently delivered on a daily basis.