ITSM Quiz 2 PDF

ITSM Quiz (Multiple Choice) What does ITSM stand for? A. Information Technology Support Management B. Information Technology Systems Management C. Information Technology Service Management D. Information Technology Security Management What is the primary goal of ITSM? A. Reducing IT departmen...

ITSM Quiz (Multiple Choice) What does ITSM stand for? A. Information Technology Support Management B. Information Technology Systems Management C. Information Technology Service Management D. Information Technology Security Management What is the primary goal of ITSM? A. Reducing IT department size B. Managing IT services to generate value C. Replacing manual processes with automation D. Resolving customer complaints Which process involves fixing issues permanently and delivering performance-based services? A. Incident Management B. Problem Management C. Release Management D. Asset Management Which of the following is an ITSM-specific benefit? A. Increased IT visibility and understanding of business needs B. Increased revenue C. Enhanced public relations D. Better advertising strategies What ITSM framework is an international standard? A. ITIL B. COBIT C. ISO 20000 D. Six Sigma Which process helps prevent future IT incidents through clear and accessible information sharing? A. Knowledge Management B. Change Management C. Incident Management D. Project Management What is the first step in ITIL v3's service lifecycle? A. Design B. Strategy C. Transition D. Operations Which ITSM framework focuses on eliminating defects and variations systematically? A. Six Sigma B. MOF C. COBIT D. ISO 20000 What determines the suitability of implementing ITSM procedures in a company? A. Profit margins B. Size and growth rate of the company C. Location of the company D. Number of IT administrators What benefit does ITSM provide at the business level? A. Reducing employee hours B. Reducing the impact of IT incidents C. Removing the need for IT documentation D. Outsourcing IT services