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ITIL-FOUNDATION · Question #562

Which statement about IT service-management is CORRECT?

The correct answer is D. It is performed by IT service providers using a mix of people, process and technology. IT service management is formally defined as capabilities of an IT service provider to deliver value to customers through a combination of people, process, and technology.

Understand the key concepts of service management

Question

Which statement about IT service-management is CORRECT?

Options

  • AIt is performed by customers using a mix of IT systems, services and processes
  • BIt is performed by IT service providers using a mix of suppliers and their products
  • CIt is performed by the service desk using a mix of people, process and technology
  • DIt is performed by IT service providers using a mix of people, process and technology

How the community answered

(45 responses)
  • A
    2% (1)
  • B
    2% (1)
  • C
    7% (3)
  • D
    89% (40)

Why each option

IT service management is formally defined as capabilities of an IT service provider to deliver value to customers through a combination of people, process, and technology.

AIt is performed by customers using a mix of IT systems, services and processes

Customers consume IT services but do not perform IT service management; that responsibility lies with the IT service provider.

BIt is performed by IT service providers using a mix of suppliers and their products

IT service management is not limited to suppliers and their products; it specifically involves people, process, and technology managed by the service provider.

CIt is performed by the service desk using a mix of people, process and technology

While the service desk is a function within ITSM, IT service management as a whole is performed by IT service providers broadly, not solely the service desk.

DIt is performed by IT service providers using a mix of people, process and technologyCorrect

According to ITIL, IT service management (ITSM) is the implementation and management of quality IT services performed by IT service providers. It relies on the combination of people (skilled staff and organizational roles), processes (defined procedures and activities), and technology (tools and systems) to deliver and support services that meet business needs.

Concept tested: ITIL definition of IT service management

Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

Topics

#IT service management#people process technology#service providers#definition

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