IT Service Management PDF

**IT SERVICE MANAGEMENT** **Part 1: ITSM 03** **1. What does ITIL stand for?**\ a) Information Technology Internal Library\ b) Information Technology Infrastructure Library\ c) Integrated Technology Information Library\ d) Information Technology Integration Lifecycle **2. Which of the following i...

**IT SERVICE MANAGEMENT** **Part 1: ITSM 03** **1. What does ITIL stand for?**\ a) Information Technology Internal Library\ b) Information Technology Infrastructure Library\ c) Integrated Technology Information Library\ d) Information Technology Integration Lifecycle **2. Which of the following is a key difference between ITSM and ITIL?**\ a) ITSM focuses on tools, while ITIL is a framework for IT services\ b) ITIL is a tool, while ITSM is a set of processes\ c) ITSM focuses on service delivery, while ITIL provides guidelines for service management\ d) ITIL is an application, while ITSM is a hardware solution **3. What is the main function of ITIL in IT Service Management?**\ a) To create software for IT services\ b) To provide a framework for IT service delivery and management\ c) To automate all IT service operations\ d) To integrate IT operations with business goals **4. In ITIL V3, a function is described as a:** a) Tool used to manage processes\ b) Group of people and resources used to conduct processes or activities\ c) Set of structured activities\ d) Service delivery framework **5. What concept was introduced in ITIL 4 to replace processes and functions?**\ a) Workflows\ b) Practices\ c) Metrics\ d) Procedures **6. Which of the following is NOT one of the ITIL guiding principles?**\ a) Start Where You Are\ b) Keep it Simple and Practical\ c) Focus on Cost Reduction\ d) Collaborate and Promote Visibility **7. Which ITIL principle emphasizes using existing systems and improving them?**\ a) Start Where You Are\ b) Focus on Value\ c) Keep it Simple and Practical\ d) Optimize and Automate **8. The principle of \"Progress Iteratively with Feedback\" in ITIL means:**\ a) Completing tasks in one go\ b) Dividing tasks into smaller parts and getting feedback\ c) Waiting for all tasks to be completed before reviewing\ d) Using past data to perform the same tasks **9. What does the ITIL principle \"Focus on Value\" emphasize?**\ a) Prioritizing budget constraints\ b) Ensuring all processes bring value to stakeholders and customers\ c) Reducing costs at all levels\ d) Standardizing processes across all departments **10. Which ITIL principle encourages eliminating unnecessary steps in processes?**\ a) Start Where You Are\ b) Keep it Simple and Practical\ c) Think and Work Holistically\ d) Optimize and Automate **11. In ITIL, a process is defined as:**\ a) A set of activities performed in sequence to achieve a goal\ b) A list of tasks that need to be completed without a specific order\ c) A set of objectives without defined outputs\ d) A team of people responsible for executing tasks **12. Which version of ITIL introduced the concept of \"practices\"?**\ a) ITIL V2\ b) ITIL V3\ c) ITIL 4\ d) ITIL 5 **13. What is the purpose of the \"Collaborate and Promote Visibility\" principle?**\ a) To reduce team size\ b) To ensure all team members work in isolation\ c) To encourage transparency and collective effort among teams\ d) To automate all processes **14. What is the focus of the ITIL principle \"Think and Work Holistically\"?**\ a) Encouraging each team to focus on their own tasks\ b) Ensuring that all services and processes are interconnected\ c) Keeping tasks independent from one another\ d) Reducing the overall workload **15. The ITIL practice that replaces both processes and functions is called:**\ a) Service Management\ b) Problem Management\ c) Practice Management\ d) IT Management **16. What does DevOps aim to do in IT service management?**\ a) Separate development and operations teams\ b) Combine development and operations teams for better collaboration\ c) Focus solely on development\ d) Automate all operational tasks **17. Which of the following is an essential element of DevOps?**\ a) People, Process, and Technology\ b) Services, Operations, and Technology\ c) Systems, Networks, and Infrastructure\ d) Software, Development, and Testing **18. In DevOps, Continuous Integration refers to:**\ a) Automating software delivery to production\ b) Providing a repository for developers and automating builds\ c) Developing new code without testing\ d) Delivering final products to customers **19. Continuous Delivery in DevOps focuses on:**\ a) Automatically deploying software without human intervention\ b) Ensuring software builds are delivered to test environments\ c) Testing software manually before release\ d) Integrating software with legacy systems **20. Which principle of DevOps emphasizes minimizing waste and keeping processes simple?**\ a) Culture\ b) Automation\ c) Lean\ d) Measurement **21. The DevOps principle \"Sharing\" encourages:**\ a) Competing between teams\ b) Keeping knowledge isolated\ c) Collaborating and sharing knowledge across teams\ d) Automating knowledge sharing **22. The \"Culture\" principle of DevOps focuses on:**\ a) Changing human behavior gradually to take responsibility for the entire product\ b) Automating tasks to reduce human error\ c) Developing systems that work independently\ d) Creating a blame culture for mistakes **23. What is the goal of the \"Automation\" principle in DevOps?**\ a) To manually perform tasks more efficiently\ b) To automate repetitive tasks and provide rapid feedback\ c) To automate only development processes\ d) To reduce the need for teams to collaborate **24. In DevOps, Continuous Deployment automates the:**\ a) Release of software updates without human intervention\ b) Testing process with manual oversight\ c) Deployment of updates only after user feedback\ d) Reworking of existing code **25. Which companies are known to use DevOps in their operations?**\ a) Microsoft, IBM, and Google\ b) Amazon, Netflix, and Target\ c) Facebook, Twitter, and Apple\ d) Samsung, Dell, and HP **Part 2: ITSM 2** **26. Which industry did The Star Entertainment Group use ServiceNow ITSM to improve its processes?**\ a) Retail\ b) Entertainment\ c) Healthcare\ d) Education **27. The University of Maryland used ServiceNow ITSM to:**\ a) Automate employee scheduling\ b) Reduce incident resolution times\ c) Replace its physical infrastructure\ d) Remove redundant staff **28. In the finance industry, how did Banco de Costa Rica benefit from ServiceNow ITSM?**\ a) Reduced the number of customer requests\ b) Increased workflows by 22%\ c) Decreased IT staff\ d) Reduced service requests by 48% **29. What was the primary benefit for the city of Raleigh after implementing ServiceNow ITSM?**\ a) Reduced the IT call center team\ b) Increased IT spending\ c) Implemented new infrastructure\ d) Increased ticket resolution time **30. How did ServiceNow ITSM benefit the Francis Crick Institute during the COVID-19 pandemic?**\ a) Built an automated workflow for testing and results tracking\ b) Reduced the number of research staff\ c) Increased the number of patients\ d) Removed physical offices **31. Which industry did 7-11 use ServiceNow ITSM to improve customer service response time by 75%?**\ a) Education\ b) Finance\ c) Retail\ d) Healthcare **32. IT Governance is primarily concerned with:**\ a) Setting standards and objectives for IT\ b) Performing IT tasks\ c) Reducing IT staff\ d) Automating IT processes **33. COBIT is a framework used for:**\ a) Improving hardware performance\ b) Implementing and monitoring IT governance practices\ c) Developing new software\ d) Automating IT processes **34. Which of the following is a benefit of IT governance?**\ a) Reducing the size of the IT department\ b) Ensuring all IT systems are manual\ c) Measuring IT performance and setting goals\ d) Reducing overall company spending **35. How does IT governance help in disaster planning?**\ a) It creates backup redundancies and damage control strategies\ b) It eliminates the need for disaster planning\ c) It replaces manual disaster management\ d) It automates disaster recovery **36. ITSM security KPIs track the:**\ a) Number of security incidents and their severity\ b) Number of new employees\ c) Number of automated processes\ d) Amount of IT spending **37. Which KPI measures the time it takes to resolve a security issue?**\ a) Number of security incidents\ b) Implementation Duration\ c) Security Resolution Time\ d) Downtime Tracking **38. A high-risk security incident is most likely to involve:**\ a) Malware attack\ b) A disconnected monitor\ c) Slow internet speed\ d) System updates **39. The number of security-related downtimes is tracked for:**\ a) Reporting and documentation\ b) Reducing overall downtime\ c) Keeping employees updated\ d) Increasing security incidents **40. How does ServiceNow ITSM help with customer requests in the finance industry?**\ a) It reduces the number of requests\ b) It provides a platform for managing digital service catalogs\ c) It automates ticket responses\ d) It increases manual service requests **41. What role does AI play in ServiceNow ITSM?**\ a) It replaces all human staff\ b) It helps resolve incidents faster using virtual agents\ c) It eliminates the need for customer service\ d) It prevents all incidents from occurring **42. How did ServiceNow ITSM affect the city of Raleigh\'s employee portal usage?**\ a) Increased daily visits with fewer manual entries\ b) Decreased daily portal usage\ c) Removed the need for the portal\ d) Reduced the number of IT staff needed **43. ServiceNow ITSM in the entertainment industry helped The Star Entertainment Group by:**\ a) Consolidating paper-based processes\ b) Removing IT services\ c) Increasing the number of physical service requests\ d) Reducing employee satisfaction **44. Which of the following KPIs helps measure the effectiveness of security tests?**\ a) Number of security-related downtimes\ b) Number of preventive measures\ c) Number of security tests\ d) Number of shortcomings identified during security tests **45. What was one of the measurable improvements achieved by 7-11 after implementing ServiceNow ITSM?**\ a) Reduced customer service response time by 75%\ b) Increased the number of stores by 20%\ c) Decreased overall IT costs by 50%\ d) Increased manual service processes **46. What does KPI 5 in ITSM security measure?**\ a) Number of preventive security measures\ b) Number of identified vulnerabilities\ c) Number of security tests performed\ d) Number of security-related incidents **47. How did ServiceNow ITSM help reduce incorrectly routed incidents at the University of Maryland?**\ a) Implemented better communication systems\ b) Introduced an AI-driven solution\ c) Reduced incorrect routing by 66%\ d) Increased manual resolution time **48. Which of the following is a benefit of IT governance in relation to budgeting?**\ a) Ensures IT spending is aligned with business needs\ b) Reduces the overall company budget\ c) Removes all budget constraints\ d) Increases unnecessary IT spending **49. What industry benefitted from ServiceNow\'s ability to track infrastructure trends and resolve incidents proactively?**\ a) Healthcare\ b) Retail\ c) Entertainment\ d) Government **50. What benefit did Banco de Costa Rica see with ServiceNow ITSM?**\ a) Increased workflows and reduced problems\ b) Reduced ticket resolution time by 70%\ c) Removed all customer service agents\ d) Decreased overall IT spending **ANSWER KEY** **Part 1: ITSM 03** **1.** b) Information Technology Infrastructure Library\ **2.** c) ITSM focuses on service delivery, while ITIL provides guidelines for service management\ **3.** b) To provide a framework for IT service delivery and management\ **4.** b) Group of people and resources used to conduct processes or activities\ **5.** b) Practices\ **6.** c) Focus on Cost Reduction\ **7.** a) Start Where You Are\ **8.** b) Dividing tasks into smaller parts and getting feedback\ **9.** b) Ensuring all processes bring value to stakeholders and customers\ **10.** b) Keep it Simple and Practical\ **11.** a) A set of activities performed in sequence to achieve a goal\ **12.** c) ITIL 4\ **13.** c) To encourage transparency and collective effort among teams\ **14.** b) Ensuring that all services and processes are interconnected\ **15.** c) Practice Management\ **16.** b) Combine development and operations teams for better collaboration\ **17.** a) People, Process, and Technology\ **18.** b) Providing a repository for developers and automating builds\ **19.** b) Ensuring software builds are delivered to test environments\ **20.** c) Lean\ **21.** c) Collaborating and sharing knowledge across teams\ **22.** a) Changing human behavior gradually to take responsibility for the entire product\ **23.** b) To automate repetitive tasks and provide rapid feedback\ **24.** a) Release of software updates without human intervention\ **25.** b) Amazon, Netflix, and Target **Part 2: ITSM 2** **26.** b) Entertainment\ **27.** b) Reduce incident resolution times\ **28.** b) Increased workflows by 22%\ **29.** a) Reduced the IT call center team\ **30.** a) Built an automated workflow for testing and results tracking\ **31.** c) Retail\ **32.** a) Setting standards and objectives for IT\ **33.** b) Implementing and monitoring IT governance practices\ **34.** c) Measuring IT performance and setting goals\ **35.** a) It creates backup redundancies and damage control strategies\ **36.** a) Number of security incidents and their severity\ **37.** b) Implementation Duration\ **38.** a) Malware attack\ **39.** a) Reporting and documentation\ **40.** b) It provides a platform for managing digital service catalogs\ **41.** b) It helps resolve incidents faster using virtual agents\ **42.** a) Increased daily visits with fewer manual entries\ **43.** a) Consolidating paper-based processes\ **44.** c) Number of security tests\ **45.** a) Reduced customer service response time by 75%\ **46.** c) Number of security tests performed\ **47.** c) Reduced incorrect routing by 66%\ **48.** a) Ensures IT spending is aligned with business needs\ **49.** c) Entertainment\ **50.** a) Increased workflows and reduced problems