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ITIL · Question #49
ITIL Question #49: Real Exam Question with Answer & Explanation
The correct answer is D: The implementation and management of quality IT services that meet business needs. IT service management is defined as the implementation and management of quality IT services that satisfy business requirements, not just technical infrastructure work.
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
Explanation
IT service management is defined as the implementation and management of quality IT services that satisfy business requirements, not just technical infrastructure work.
Common mistakes.
- A. This describes a Type I (internal, embedded) service provider structure, which is a provider classification, not a definition of ITSM.
- B. Documentation is a supporting artifact of ITSM, not a definition of the discipline itself.
- C. Technical infrastructure implementation is only one component; ITSM also covers people, processes, and business alignment, making this definition too narrow.
Concept tested. ITIL definition of IT service management
Reference. https://www.axelos.com/certifications/itil-service-management
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