FREE ISO 20000 Certification IT Service Management Questions and Answers

Question 1

The official definition of:
A set of specialized organizational capabilities for providing value to customers in the form of services

Accepted Answer

ITSM

Answer

RACI

Answer

Service Qualty

Answer

ITIL

Question 2

What are the four IT Service Management (ITSM) perspectives or characteristics?

Accepted Answer

Partners/Suppliers, Process, People, & Products/Technology

Answer

Procurement, Policies, People, & Production Support

Answer

Protocols, People, Process, & Products/Technology

Answer

Procurement, Policies, People, & Production Support

Question 3

Which ITSM viewpoint takes into account the "soft" part of IT?

Accepted Answer

People Perspective

Answer

Partners/Suppliers Perspective

Answer

Process Perspective

Answer

Products/Technology Perspective

Question 4

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?

Accepted Answer

Satisfies the pre-requisite for an official ITSM Maturity Assessment

Answer

Ensures that there are clear roles and responsibilities in provisioning the service

Answer

Helps cost-justify the services

Answer

Metrics are collected to demonstrate how well the IT service is being delivered

Question 5

The Information Technology Infrastructure Library is known as ITIL.
Which five publications make up ITIL?

Accepted Answer

Service Strategy, Service Design, Service Transition, Service Operation, & Continual Service Improvement

Answer

Service Strategy, Service Design, Service Transition, Service Security, & Continual Service Improvement

Answer

Service Strategy, Service Design, Service Transition, Service Operation, & Service Continuity Management

Answer

Service Strategy, Service Catalog Management, Service Transition, Service Operation, & Continual Service Improvement

Question 6

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?

Accepted Answer

Services

Answer

Process

Answer

Functions

Answer

Utopia

Question 7

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?

Accepted Answer

Effective communication, the IT organization will be ‘transparent’, we maintain appropriate response times for inquiries, and we will identify issues in a proactive manner.

Answer

We will use software as a service (SaaS) and cloud computing to drive customer satisfaction

Answer

We will establish formal arrangements with an external organization that will be responsible for delivering high customer-focused services.

Answer

I don’t have a clue

Question 8

Who is accountable for ensuring that the procedure serves the intended purpose?

Accepted Answer

Process Owner

Answer

Service Owner

Answer

Process Manager

Answer

Internal Service Provider

Question 9

An outsourcer is a/an:

Accepted Answer

External Service Provider

Answer

Matrix-Driven Service Provider

Answer

Internal Service Provider

Answer

Internal Service Provider

Question 10

Customers' basic service outcomes are referred to as:

Accepted Answer

Core services

Answer

Supporting services

Answer

Service Quality

Answer

Basic services

Answer

RACI