FREE ISO 20000 Certification IT Service Management Questions and Answers
What are the four IT Service Management (ITSM) perspectives or characteristics?
The four facets or characteristics of IT service management (ITSM) are partners/suppliers, process, people, and products/technology.
Which of the following is defined as a method of providing value to consumers by enabling the results that customers desire to attain without bearing particular costs or risks?
Services are a way to give clients value by helping them achieve their goals without having to bear all the expenses or risks themselves.
What is the purpose of an IT Function?
An IT Function defines the roles and duties required for the design, delivery, and management of IT services.
The RACI paradigm is crucial to achieving Process and Function integration.
What does the abbreviation RACI mean?
The RACI paradigm is crucial to achieving Process and Function integration.
RACI stands for Responsibility, Accountability, Consult, and Inform.
The Information Technology Infrastructure Library is known as ITIL.
Which five publications make up ITIL?
The five books in the collection are titled Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.9
How many stages are there in the Service Lifecycle?
The Service Lifecycle is divided into five stages.
In general, the advantages of IT service management (ITSM) include ensuring that the IT services are in line with the requirements of the business, that there are integrated and centralized processes, and that the quality of the service is continuously tracked and improved.
Which of the following does not typically result from ITSM?
It is not an advantage of IT Service Management (ITSM) if the need is met for an official ITSM Maturity Assessment.
The official definition of:
A set of specialized organizational capabilities for providing value to customers in the form of services
The official definition of IT service management is "a set of specialized organizational capabilities for delivering value to customers in the form of services.
Who is accountable for ensuring that the procedure serves the intended purpose?
A Process Owner is in charge of making sure the process serves the intended objective.
Which of the following best characterizes a Process?
A process is a connected series of operations that take one or more inputs and produce predefined outputs that are intended to give value to consumers or stakeholders.
An outsourcer is a/an:
An external service provider is someone who outsources.
Customers' basic service outcomes are referred to as:
The fundamental results that clients want are delivered through core services.
On a conference call on Tuesday, your supervisor informed you that you would be in charge of overseeing the creation of a new Service.
You will be using a service-oriented strategy, he said. What does your employer mean when he says that?
Taking a service-oriented approach is facilitated by effective communication, organizational transparency in IT, maintaining reasonable response times for queries, and anticipating problems before they arise.
Who is accountable for ensuring that the process satisfies the needs of its purpose and provides the desired results?
The process owner is responsible for making sure that the process meets the needs of its purpose and that it produces the right outcomes.
Which ITSM viewpoint takes into account the "soft" part of IT?
The "soft" part of IT is taken into account by the People Perspective of ITSM.
It is critical to consider the following when defining a process?
It is critical to include both the physical and behavioral components of a process while characterizing it.