Ch 2: Key Concepts Of Service Management

Question 1

The __ is a key concept in ITIL that refers to the integration of people, processes, and technology to ensure that IT services meet the needs of the business. It emphasizes the importance of collaboration and communication across the entire service lifecycle.

Answer 1

Service Lifecycle

Question 2

The ___ is a comprehensive set of guidelines for the implementation of ITSM. It provides a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to the business.

Answer 2

ITIL framework

Question 3

Configuration Management is focused solely on managing the physical components of an IT services, such as hardware and software.

Answer 3

False

Question 4

Which ITIL concept emphasizes the importance of aligning IT services with the needs of business and delivering value to customers?

• Sevice Level Management
• Incident Management
• Continual Service Improvement
• Change Management

Answer 4

• Continual Service Improvement

Question 5

Service Level Agreements (SLA’s) are internal documents used by service providers to guide their internal teams in delivering services

Answer 5

False

Question 6

If an organization fails to provide services to its customer, what will happen as a result?

Answer 6

Organization will lose its customer and business

Question 7

True/False: Values always have to be Subjective

Answer 7

False

Question 8

What is the purpose of organizations?

Answer 8

To create value for its stakeholders

Question 9

What defines Service Management?

Answer 9

A set of specialized organization capabilities for enabling value for customers in the form of services