Help Desk Software ITSM and ITIL Frameworks

Question 1

What does ITSM stand for?

Accepted Answer

IT Service Management

Answer

Internet Technology Security Management

Answer

Integrated Ticketing and Support Module

Answer

Internal Team Support Model

Question 2

Which ITIL process focuses on restoring normal service operation as quickly as possible after an incident?

Accepted Answer

Incident Management

Answer

Change Management

Answer

Problem Management

Answer

Service Level Management

Question 3

What is the difference between an incident and a problem in ITIL?

Accepted Answer

An incident is a single service disruption; a problem is the underlying root cause of one or more incidents

Answer

They are the same thing

Answer

A problem is a minor issue; an incident is a major outage

Answer

Incidents are hardware-related; problems are software-related

Question 4

What is a Known Error in ITIL terminology?

Accepted Answer

A problem that has an identified root cause and a documented workaround

Answer

A ticket filed by an unknown user

Answer

An incident that has never been reported before

Answer

A change request that was rejected

Question 5

Which ITIL process manages the lifecycle of all changes to IT infrastructure to minimize risk?

Accepted Answer

Change Management

Answer

Incident Management

Answer

Release Management

Answer

Service Desk

Question 6

What is a Configuration Item (CI) in ITSM?

Accepted Answer

Any component of the IT infrastructure that needs to be managed

Answer

A custom ticket field

Answer

A billing code for IT services

Answer

A type of SLA metric