IT Service Management Foundation Practice Test

Answer: B - A process is the related set of activities that take in one or more inputs and produce established outputs designed to provide value to customers or stakeholders.

Key Takeaway: It’s important to understand that processes should be measured and these measurements used to drive the overall performance of the service; that the processes are themselves considered an asset because they are what sets a company apart from another in a competitive manner; and finally, processes are flexible such that they may or may not include areas such as roles and responsibilities, policies and procedures, and detailed instructions on how to perform work activities.