ITIL · 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 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
How the community answered
(53 responses)- A8% (4)
- B4% (2)
- C2% (1)
- D87% (46)
Why each option
IT service management is defined as the implementation and management of quality IT services that satisfy business requirements, not just technical infrastructure work.
This describes a Type I (internal, embedded) service provider structure, which is a provider classification, not a definition of ITSM.
Documentation is a supporting artifact of ITSM, not a definition of the discipline itself.
Technical infrastructure implementation is only one component; ITSM also covers people, processes, and business alignment, making this definition too narrow.
ITIL defines IT service management (ITSM) as the implementation and management of quality IT services that meet the needs of the business. This definition encompasses people, process, and technology working together to deliver value, and is the foundational concept behind the entire ITIL framework.
Concept tested: ITIL definition of IT service management
Source: https://www.axelos.com/certifications/itil-service-management
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