ITIL 4 Foundation Practice Exam

What is defined as any change of state with significance for service management?

1. Event

2. Incident

3. Request

4. Change

The correct answer is: Event

The correct answer is 'Event,' as it is defined in ITIL as any change of state that has significance for service management. This includes occurrences that can affect service delivery, such as the start or end of a user session or a system alert. Events are crucial for monitoring the performance of services and can prompt further actions in IT service management, like alerts or notifications. In the context of service management, recognizing events allows organizations to distinguish between normal operations and potential issues that may need attention, making event management fundamental in maintaining service integrity and performance. Although incidents, requests, and changes are important concepts in ITIL, they serve different purposes. An incident refers to an unplanned interruption to a service, a request could be a formal appeal for something to be provided, such as access to a service, and a change represents the addition, modification, or removal of anything that could impact IT services. Each of these concepts has specific definitions, but in the context of a change of state that has significant implications for service management, the term 'Event' is the most accurate.