ITIL-FOUNDATION Question #562: Real Exam Question with Answer & Explanation

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.

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

Explanation

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.

Common mistakes.

A. Customers consume IT services but do not perform IT service management; that responsibility lies with the IT service provider.
B. IT service management is not limited to suppliers and their products; it specifically involves people, process, and technology managed by the service provider.
C. 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.

Concept tested. ITIL definition of IT service management

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

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