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

ITSM, or IT Service Management, is officially defined as a set of specialized organizational capabilities for providing value to customers in the form of services. It encompasses the entire lifecycle of IT services, from strategy and design to operation and continuous improvement, all focused on delivering value.

Question 2

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

Accepted Answer

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

Answer

The four dimensions or perspectives of IT Service Management (ITSM) are commonly referred to as Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. Option D aligns closely with these established dimensions, representing the key elements that must be considered for effective service delivery.

Question 3

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

Accepted Answer

People Perspective

Answer

The 'People Perspective' in ITSM focuses on the human element, including organizational structures, culture, skills, roles, and responsibilities. It addresses the 'soft' aspects of IT by considering how individuals and teams interact, collaborate, and contribute to service delivery, which is crucial for successful outcomes.

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

While ITSM practices can lead to improved maturity, simply implementing ITSM does not automatically 'satisfy the pre-requisite for an official ITSM Maturity Assessment.' Such assessments usually require specific documentation, evidence, and adherence to a defined framework (like ISO 20000 or ITIL) to meet formal criteria, which is a separate step beyond general ITSM advantages.

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

The ITIL framework, in its v3 iteration, is structured around five core publications, each representing a stage in the service lifecycle. These are Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement, covering the entire process of managing IT services.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

Free ISO 20000 Certification IT Service Management Questions and Answers