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

Access management involves...

Answer :
  • Rights, access identity, directory services, service/service component

Application Management is responsible for which type of applications?

Answer :
  • Both A and B

Change, which is to be implemented faster than the change process, is reviewed by...

Answer :
  • Emergency change advisory board

ITIL stands for the Information Technology Infrastructure Library. Which are the five volumes that comprise ITIL?

Answer :
  • Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement

An outsourcer is considered a/an...

Answer :
  • External Service Provider

Which of the following describes a Process?

Answer :
  • Activities that take in one or more inputs and produce established outputs

Which perspective of ITSM takes into consideration the “soft” side of IT?

Answer :
  • People Perspective

The two factors of creating Service Value are...

Answer :
  • Service Utility and Service Warranty

What purpose does an IT Function serve?

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

The RACI model is at the core of ensuring the integration of Processes and Functions. What does the RACI abbreviation stand for?

Answer :
  • Responsibility, Accountability, Consult, Inform