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IT Service Management Questions with Detailed Verified
Answers
Intangibility Ans: ✓ ✓ ✓ in that it is not a physical item. A service cannot be touched compared to
a product that has a physical form, such as a car, a dress, or food. In contrast, a service, such as a
theater performance, a dental appointment, or financial advice, cannot be touched as such.
Heterogeneity Ans: ✓ ✓ ✓ in that it is difficult to standardize. It means that each time a service is
delivered, it will be different as the needs and behavior of customers can vary. No matter how well
the service is designed and advertised, customers may still request a service beyond what is
presented. For example, in a massage salon, a patron might occasionally request a more complex
type of massage and prefer a lighter one on a separate day.
Inseparability Ans: ✓ ✓ ✓ in that the production and consumption of services are simultaneous.
The service provider is often physically present when a customer consumes it. Such as, in education
services, an instructor discusses concepts while students comprehend them or when doctors listen
to their patients to diagnose or recommend treatments
Perishable Ans: ✓ ✓ ✓ in that that it cannot be stored. It means that services have a limited "shelf
life." Such as, if a hotel room is not booked for Christmas night, the service meant to be provided
has perished, as the same room for sale on the following night offers a different service.
IT Service Management (ITSM) Ans: ✓ ✓ ✓ allows organizations to maximize business value using
information technology (IT). It is the implementation and management of quality IT services that
meet the needs of and deliver value to the business.
Business Alignment Ans: ✓ ✓ ✓ ensures everyone is on the same page and working toward the
same goals. An effective ITSM makes processes far more scalable and easier to replicate, which is
best for saving time and resources.
Increased Productivity Ans: ✓ ✓ ✓ Effective ITSM and accounted roles and associated
responsibilities lead to increased productivity within the IT team.
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Satisfied End-users Ans: ✓ ✓ ✓ ITSM results in greater end-user satisfaction, contributing to the
overall business success as it ensures end-users receive the best service with reasonable
expectations.
Improved Problem-solving Ans: ✓ ✓ ✓ ITSM lessens the time between incident identification and
solution implementation as it gives access to detailed analytics. It assists in executing a more
proactive approach to incidents, allowing them to strike preemptively before issues do any damage
Compliance Ans: ✓ ✓ ✓ ITSM ensures that the organization is satisfying and meeting all the
relevant regulatory requirements that an organization must possess.
The mid-1980s Ans: ✓ ✓ ✓ - ITIL was first created when the British government was not satisfied
with the quality and strategic benefit of the IT services they provided.
- They then tasked the Central Computer and Telecommunications Agency (CCTA), now the Office of
Government Commerce (OGC), to create a set of practices for efficient and financially responsible
use of IT resources in the private and government sector
1989 - 1996 Ans: ✓ ✓ ✓ The CCTA developed and published ITIL v1, containing more than 30
volumes
2000 - 2001 Ans: ✓ ✓ ✓ - ITIL v2 was released to make the framework more accessible and usable
for IT professionals.
- This updated version condensed 30 volumes into nine (9) books, with related processes,
categorized together based on each publication
2006 Ans: ✓ ✓ ✓ An additional glossary was published for ITIL v2.
2007 Ans: ✓ ✓ ✓ - ITIL v3 is released as the current version of the ITIL framework, widely known
as ITIL 2007 Edition.
- ITIL v3 combined the 26 processes and functions of ITIL into five (5) volumes corresponding to a
stage of the ITIL service lifecycle. Most ITIL practitioners are familiar with this iteration.
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IT Service Management Questions with Detailed Verified
Answers
Intangibility Ans: ✓ ✓ ✓ in that it is not a physical item. A service cannot be touched compared to
a product that has a physical form, such as a car, a dress, or food. In contrast, a service, such as a
theater performance, a dental appointment, or financial advice, cannot be touched as such.
Heterogeneity Ans: ✓ ✓ ✓ in that it is difficult to standardize. It means that each time a service is
delivered, it will be different as the needs and behavior of customers can vary. No matter how well
the service is designed and advertised, customers may still request a service beyond what is
presented. For example, in a massage salon, a patron might occasionally request a more complex
type of massage and prefer a lighter one on a separate day.
Inseparability Ans: ✓ ✓ ✓ in that the production and consumption of services are simultaneous.
The service provider is often physically present when a customer consumes it. Such as, in education
services, an instructor discusses concepts while students comprehend them or when doctors listen
to their patients to diagnose or recommend treatments
Perishable Ans: ✓ ✓ ✓ in that that it cannot be stored. It means that services have a limited "shelf
life." Such as, if a hotel room is not booked for Christmas night, the service meant to be provided
has perished, as the same room for sale on the following night offers a different service.
IT Service Management (ITSM) Ans: ✓ ✓ ✓ allows organizations to maximize business value using
information technology (IT). It is the implementation and management of quality IT services that
meet the needs of and deliver value to the business.
Business Alignment Ans: ✓ ✓ ✓ ensures everyone is on the same page and working toward the
same goals. An effective ITSM makes processes far more scalable and easier to replicate, which is
best for saving time and resources.
Increased Productivity Ans: ✓ ✓ ✓ Effective ITSM and accounted roles and associated
responsibilities lead to increased productivity within the IT team.
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Satisfied End-users Ans: ✓ ✓ ✓ ITSM results in greater end-user satisfaction, contributing to the
overall business success as it ensures end-users receive the best service with reasonable
expectations.
Improved Problem-solving Ans: ✓ ✓ ✓ ITSM lessens the time between incident identification and
solution implementation as it gives access to detailed analytics. It assists in executing a more
proactive approach to incidents, allowing them to strike preemptively before issues do any damage
Compliance Ans: ✓ ✓ ✓ ITSM ensures that the organization is satisfying and meeting all the
relevant regulatory requirements that an organization must possess.
The mid-1980s Ans: ✓ ✓ ✓ - ITIL was first created when the British government was not satisfied
with the quality and strategic benefit of the IT services they provided.
- They then tasked the Central Computer and Telecommunications Agency (CCTA), now the Office of
Government Commerce (OGC), to create a set of practices for efficient and financially responsible
use of IT resources in the private and government sector
1989 - 1996 Ans: ✓ ✓ ✓ The CCTA developed and published ITIL v1, containing more than 30
volumes
2000 - 2001 Ans: ✓ ✓ ✓ - ITIL v2 was released to make the framework more accessible and usable
for IT professionals.
- This updated version condensed 30 volumes into nine (9) books, with related processes,
categorized together based on each publication
2006 Ans: ✓ ✓ ✓ An additional glossary was published for ITIL v2.
2007 Ans: ✓ ✓ ✓ - ITIL v3 is released as the current version of the ITIL framework, widely known
as ITIL 2007 Edition.
- ITIL v3 combined the 26 processes and functions of ITIL into five (5) volumes corresponding to a
stage of the ITIL service lifecycle. Most ITIL practitioners are familiar with this iteration.
© Get it right 2025 Getaway - Stuvia US All rights reserved
