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IT SERVICE MANAGEMENT Questions with Detailed
Verified Answers
2 major phases of services Ans: ✓ ✓ ✓ 1. Creation development
2. Operations (most important)
What is IT mgmgt? (ITSM) Ans: ✓ ✓ ✓ -Processes, methods, functions, roles, and activities
-Everything that facilitates technology
-You can be doing ITSM and not even know it
ITIL (Information Technology Infrastructure Library) Ans: ✓ ✓ ✓ Provides framework for ITSM
Deliberate practice
International "good practice" guidance
Framework, not a standard
Framework vs Standard Ans: ✓ ✓ ✓ Framework: "Should do" guidance
Standard: "Must do" direction
Processes, methods, functions, roles, and activities
Incident vs Problems Ans: ✓ ✓ ✓ Particular event that causes the problem is the incident
Incident = resolved
Problem = fix underlining root cause
https://youtu.be/H759gbooew4
Providing a spare tire is an example of what? Ans: ✓ ✓ ✓ Functional escalation
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Which is an example of second level support? Ans: ✓ ✓ ✓ The person who brought the new spare
tire
What does good project management do? Ans: ✓ ✓ ✓ Helps reduce the number of incidents
ITIL areas of ITSM lifecycle Ans: ✓ ✓ ✓ Service strategy: Matching customer needs with
organizational capabilities
Service design: Designing the IT service (the primary realm of project management)
3. Service transition
4. Service operation
5. Continual service improvement
Service Transition Ans: ✓ ✓ ✓ -Transition planning and support, validation and testing, change
management, release and deployment management, knowledge management
Transition planning and support Ans: ✓ ✓ ✓ Plans to put service into operation + supporting the
service
Service Validation and Testing Ans: ✓ ✓ ✓ Implementation of plan to make sure the service works
properly
Ex: Test, verification, list or or collection of test
Answers: "Is the service ready to use?"
Change Management Ans: ✓ ✓ ✓ Track how changes are made to the system and by whom
Make sure changes do not cause problems to other systems
Involved checkpoints
Release and Deployment Management Ans: ✓ ✓ ✓ How is the product actually going to be put out
there
All at once or occur in phases?
Knowledge management Ans: ✓ ✓ ✓ How do we track all the info we need for the service? Make
sure help-desk workers have necessary info
© Get it right 2025 Getaway - Stuvia US All rights reserved
IT SERVICE MANAGEMENT Questions with Detailed
Verified Answers
2 major phases of services Ans: ✓ ✓ ✓ 1. Creation development
2. Operations (most important)
What is IT mgmgt? (ITSM) Ans: ✓ ✓ ✓ -Processes, methods, functions, roles, and activities
-Everything that facilitates technology
-You can be doing ITSM and not even know it
ITIL (Information Technology Infrastructure Library) Ans: ✓ ✓ ✓ Provides framework for ITSM
Deliberate practice
International "good practice" guidance
Framework, not a standard
Framework vs Standard Ans: ✓ ✓ ✓ Framework: "Should do" guidance
Standard: "Must do" direction
Processes, methods, functions, roles, and activities
Incident vs Problems Ans: ✓ ✓ ✓ Particular event that causes the problem is the incident
Incident = resolved
Problem = fix underlining root cause
https://youtu.be/H759gbooew4
Providing a spare tire is an example of what? Ans: ✓ ✓ ✓ Functional escalation
© Get it right 2025 Getaway - Stuvia US All rights reserved
, Click here for more: Scholars nexus
Which is an example of second level support? Ans: ✓ ✓ ✓ The person who brought the new spare
tire
What does good project management do? Ans: ✓ ✓ ✓ Helps reduce the number of incidents
ITIL areas of ITSM lifecycle Ans: ✓ ✓ ✓ Service strategy: Matching customer needs with
organizational capabilities
Service design: Designing the IT service (the primary realm of project management)
3. Service transition
4. Service operation
5. Continual service improvement
Service Transition Ans: ✓ ✓ ✓ -Transition planning and support, validation and testing, change
management, release and deployment management, knowledge management
Transition planning and support Ans: ✓ ✓ ✓ Plans to put service into operation + supporting the
service
Service Validation and Testing Ans: ✓ ✓ ✓ Implementation of plan to make sure the service works
properly
Ex: Test, verification, list or or collection of test
Answers: "Is the service ready to use?"
Change Management Ans: ✓ ✓ ✓ Track how changes are made to the system and by whom
Make sure changes do not cause problems to other systems
Involved checkpoints
Release and Deployment Management Ans: ✓ ✓ ✓ How is the product actually going to be put out
there
All at once or occur in phases?
Knowledge management Ans: ✓ ✓ ✓ How do we track all the info we need for the service? Make
sure help-desk workers have necessary info
© Get it right 2025 Getaway - Stuvia US All rights reserved
