ITIL-FOUNDATION · Question #49
Which of the following is the best definition of IT service management?
The correct answer is D. The implementation and management of quality IT services that meet business needs. IT service management (ITSM) is defined by its focus on delivering quality IT services that satisfy business requirements, not on technical implementation alone.
Question
Which of the following is the best definition of IT service management?
Options
- AAn internal service provider that is embedded within a business unit
- BA complete set of all the documentation required to deliver world class services to customers
- CTechnical implementation of supporting IT infrastructure components
- DThe implementation and management of quality IT services that meet business needs
How the community answered
(17 responses)- A6% (1)
- C6% (1)
- D88% (15)
Why each option
IT service management (ITSM) is defined by its focus on delivering quality IT services that satisfy business requirements, not on technical implementation alone.
An internal service provider embedded within a business unit describes a Type I (internal) service provider structure, not ITSM as a discipline.
Documentation is a supporting artifact of ITSM processes but does not define what ITSM is.
Technical implementation of infrastructure describes IT operations or infrastructure management, which is a subset of IT activity, not the definition of ITSM.
ITIL defines IT service management as the implementation and management of quality IT services that meet the needs of the business. This definition captures both the delivery and ongoing management aspects, and ties IT outcomes directly to business value rather than technical components.
Concept tested: ITIL definition of IT service management
Source: https://www.axelos.com/certifications/itil-service-management/what-is-itil
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