Help Desk Software ITSM and ITIL Frameworks 1 — Questions and Answers
Question 1: What does ITSM stand for?
- Internet Technology Security Management
- IT Service Management (Correct answer)
- Integrated Ticketing and Support Module
- Internal Team Support Model
Correct answer: IT Service Management
IT Service Management is the set of policies and practices for designing, delivering, and improving IT services to end users.
Question 2: Which ITIL process focuses on restoring normal service operation as quickly as possible after an incident?
- Change Management
- Incident Management (Correct answer)
- Problem Management
- Service Level Management
Correct answer: Incident Management
Incident Management aims to minimize the impact of service disruptions and restore operations to the agreed SLA as quickly as possible.
Question 3: What is the difference between an incident and a problem in ITIL?
- They are the same thing
- An incident is a single service disruption; a problem is the underlying root cause of one or more incidents (Correct answer)
- A problem is a minor issue; an incident is a major outage
- Incidents are hardware-related; problems are software-related
Correct answer: An incident is a single service disruption; a problem is the underlying root cause of one or more incidents
An incident is an unplanned interruption to a service, while a problem is the root cause investigation to prevent recurrence.
Question 4: What is a Known Error in ITIL terminology?
- A ticket filed by an unknown user
- A problem that has an identified root cause and a documented workaround (Correct answer)
- An incident that has never been reported before
- A change request that was rejected
Correct answer: A problem that has an identified root cause and a documented workaround
A Known Error is a problem where the root cause has been identified and a workaround or fix is documented in the Known Error Database.
Question 5: Which ITIL process manages the lifecycle of all changes to IT infrastructure to minimize risk?
- Incident Management
- Release Management
- Change Management (Correct answer)
- Service Desk
Correct answer: Change Management
Change Management controls the approval, scheduling, and review of changes to reduce the risk of service disruption.
Question 6: What is a Configuration Item (CI) in ITSM?
- A custom ticket field
- Any component of the IT infrastructure that needs to be managed (Correct answer)
- A billing code for IT services
- A type of SLA metric
Correct answer: Any component of the IT infrastructure that needs to be managed
A Configuration Item is any IT component — hardware, software, or service — tracked in the Configuration Management Database (CMDB).
Help Desk Software ITSM and ITIL Frameworks 1
What does ITSM stand for?