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ISO/IEC 20000 (ITSM) Lead Implementer Quiz Questions and Answers

Answer :
  • To define the roles and responsibilities required for IT Services design, delivery, and management.

Explanation :

The logical grouping is needed within Service Operation to ensure a steady state operation can be maintained. An IT Function ensures that each person knows their own role in the overall strategy of the team. Consider what would happen to a football team i
Answer :
  • Activities that take in one or more inputs and produce established outputs

Explanation :

It’s important to understand that processes should be measured and these measurements used to drive the overall performance of the service; that the processes are themselves considered an asset because they are what sets a company apart from another in a
Answer :
  • Effective communication, the IT organization will be ‘transparent’, we maintain appropriate response times for inquiries, and we will identify issues in a proactive manner

Explanation :

When we develop and deliver a service it is imperative that we take a holistic view. Consider the issues if an IT organization only focused on the hardware aspect of the environment and didn’t take into consideration the software or the needs of the users
Answer :
  • People Perspective

Explanation :

The “soft” side of IT includes the people side, including IT staff members, customers, and other stakeholders to ensure they have the skills needed to do their job. The Partner/Supplier Perspective is focused on the relationship with partners and supplier
Answer :
  • Service Utility and Service Warranty

Explanation :

Before an IT organization can assign a cost for its services it has to establish a value for those services. Service Utility, the service’s positive impact on the business operations, and Service Warranty, how well the positive impact is delivered, toget
Answer :
  • Responsibility, Accountability, Consult, Inform

Explanation :

The RACI Model is a helpful tool to document the roles and responsibilities of the different activities across the IT Functions. Displayed in the form of a table whereas the columns define the Functions and the rows define the activities within the Functi
Answer :
  • Core services

Explanation :

There two service types: core and supporting. Core services represent the value that the customer needs or wants and for which they are willing to pay a fee. These can be contrasted to support services, which enable or enhance the value of the service. En
Answer :
  • External Service Provider

Explanation :

An External Service Provider is focused on providing IT services to external customers. Contrast that role to an Internal Service Provider that is contained within a particular business unit and a Shared Service Provider that provides shared IT services t
Answer :
  • Process Owner

Explanation :

Not only is the Process Owner responsible for the process, they are accountable for the outputs of the process. The Process Owner differs from the Service Owner in that the Service Owner is held responsible and accountable for the actual delivery of the I
Answer :
  • Services

Explanation :

Was it really tough not to select D since the idea of helping drive valuable outcomes for customers would be an ideal, utopian world? Being able to understand the concept of Service is very important. Consider the difference between planning your own wedd