Help Desk Software ITSM and ITIL Frameworks

Question 1

What does ITSM stand for?

Accepted Answer

IT Service Management

Answer

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?

Accepted Answer

Incident Management

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

Change Management

Answer

Change Management controls the approval, scheduling, and review of changes to reduce the risk of service disruption.

Help Desk Software Practice Test