IT Service Management Exam Questions and Answers Latest Update Graded A+
Architecture management - Answers The purpose of this practice is to provide an understanding of all
the different elements that make up an organization and how those elements interrelate, enabling the
organization to effectively achieve its current and future objectives
Business architecture - Answers allows the organization to look at its capabilities in terms of how they
align with all the detailed activities required to create value for the organization and its customer.
Service architecture - Answers gives the organization a view of all the services it provides, including
interactions between the services and service models that describe the structure and the dynamics of
each service.
Information system architecture - Answers describes the logical and physical data assets of the
organization and the data management resources.
Technology architecture - Answers defines the software and hardware infrastructure needed to support
the portfolio of products and services.
Environmental architecture - Answers describes the external factors impacting the organization and the
drivers for change, as well as all aspects, types, and levels of environmental control and their
management.
Continual improvement - Answers The purpose of this practice is to align the organization's practices
and services with changing business needs through the ongoing improvement of products, services, and
practices, or any element involved in the management of products and services
Information security management - Answers The purpose of this practice is to protect the information
needed by the organization to conduct its business.
The required security is established by means of policies, processes, behaviors, risk management, and
controls, which maintain a balance between: - Answers *Prevention
*Detection
*Correction
Prevention - Answers Ensuring that security incidents don't occur
Detection - Answers Rapidly and reliably detecting incidents that can't be prevented
Correction - Answers Recovering from incidents after they are detected
Knowledge management - Answers The purpose of this practice is to maintain and improve the
effective, efficient, and convenient use of information and knowledge across the organization
, Measurement and reporting - Answers The purpose of this practice is to support good decision-making
and continual improvement by decreasing the levels of uncertainty.
Organizational change management - Answers The purpose of this practice is to ensure that changes in
an organization are smoothly and successfully implemented and that lasting benefits are achieved by
managing the human aspects of the changes
Clear and relevant objectives - Answers To gain support, the objectives of the change must be clear and
make sense to the stakeholders, based on the context of the organization. The change must be seen to
be of real value.
Strong and committed leadership - Answers It is critical that the change has the active support of
sponsors and day-today leaders within the organization.
Willing and prepared participants - Answers To be successful, a change needs to be made by willing
participants.
Sustained improvement - Answers Many changes fail because, after some time has passed, people
revert to old ways of working.
Portfolio Management - Answers The purpose of this practice is to ensure that the organization has the
right mix of programmers, project, products, and services to execute the organization's strategy within
its funding and resource constraints
Product/service portfolio - Answers is the complete set of products and/or services that are managed by
the organization, and it represents the organization's commitments and investments across all its
customers and market spaces.
Project portfolio - Answers is used to manage and coordinate projects that have been authorized,
ensuring objectives are met within time and cost constraints and to specification.
Customer portfolio - Answers is used to record all the organization's customers and is the relationship
manager's view of the internal and external customers who receive products and/or services from the
organization.
Project Management - Answers The purpose of this practice is to ensure that all projects in the
organization are successfully delivered.
Waterfall method - Answers works well in environments where the requirements are known upfront
and where the definition of the work is more important than the speed of delivery
Agile method - Answers works best where requirements are uncertain and likely to evolve rapidly over
time and where the speed of delivery is often prioritized over the definition of precise requirements.
Relationship management - Answers The purpose of this practice is to establish and nurture the links
between the organization and its stakeholders at strategic and tactical levels.
Architecture management - Answers The purpose of this practice is to provide an understanding of all
the different elements that make up an organization and how those elements interrelate, enabling the
organization to effectively achieve its current and future objectives
Business architecture - Answers allows the organization to look at its capabilities in terms of how they
align with all the detailed activities required to create value for the organization and its customer.
Service architecture - Answers gives the organization a view of all the services it provides, including
interactions between the services and service models that describe the structure and the dynamics of
each service.
Information system architecture - Answers describes the logical and physical data assets of the
organization and the data management resources.
Technology architecture - Answers defines the software and hardware infrastructure needed to support
the portfolio of products and services.
Environmental architecture - Answers describes the external factors impacting the organization and the
drivers for change, as well as all aspects, types, and levels of environmental control and their
management.
Continual improvement - Answers The purpose of this practice is to align the organization's practices
and services with changing business needs through the ongoing improvement of products, services, and
practices, or any element involved in the management of products and services
Information security management - Answers The purpose of this practice is to protect the information
needed by the organization to conduct its business.
The required security is established by means of policies, processes, behaviors, risk management, and
controls, which maintain a balance between: - Answers *Prevention
*Detection
*Correction
Prevention - Answers Ensuring that security incidents don't occur
Detection - Answers Rapidly and reliably detecting incidents that can't be prevented
Correction - Answers Recovering from incidents after they are detected
Knowledge management - Answers The purpose of this practice is to maintain and improve the
effective, efficient, and convenient use of information and knowledge across the organization
, Measurement and reporting - Answers The purpose of this practice is to support good decision-making
and continual improvement by decreasing the levels of uncertainty.
Organizational change management - Answers The purpose of this practice is to ensure that changes in
an organization are smoothly and successfully implemented and that lasting benefits are achieved by
managing the human aspects of the changes
Clear and relevant objectives - Answers To gain support, the objectives of the change must be clear and
make sense to the stakeholders, based on the context of the organization. The change must be seen to
be of real value.
Strong and committed leadership - Answers It is critical that the change has the active support of
sponsors and day-today leaders within the organization.
Willing and prepared participants - Answers To be successful, a change needs to be made by willing
participants.
Sustained improvement - Answers Many changes fail because, after some time has passed, people
revert to old ways of working.
Portfolio Management - Answers The purpose of this practice is to ensure that the organization has the
right mix of programmers, project, products, and services to execute the organization's strategy within
its funding and resource constraints
Product/service portfolio - Answers is the complete set of products and/or services that are managed by
the organization, and it represents the organization's commitments and investments across all its
customers and market spaces.
Project portfolio - Answers is used to manage and coordinate projects that have been authorized,
ensuring objectives are met within time and cost constraints and to specification.
Customer portfolio - Answers is used to record all the organization's customers and is the relationship
manager's view of the internal and external customers who receive products and/or services from the
organization.
Project Management - Answers The purpose of this practice is to ensure that all projects in the
organization are successfully delivered.
Waterfall method - Answers works well in environments where the requirements are known upfront
and where the definition of the work is more important than the speed of delivery
Agile method - Answers works best where requirements are uncertain and likely to evolve rapidly over
time and where the speed of delivery is often prioritized over the definition of precise requirements.
Relationship management - Answers The purpose of this practice is to establish and nurture the links
between the organization and its stakeholders at strategic and tactical levels.
