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

What purpose does an IT Function serve?

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

Which of the following describes a Process?

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

An outsourcer is considered a/an...

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

You were on a conference call on Tuesday where your boss stated that you will be leading the development of a new Service. He mentioned that you will be adopting a Service-oriented approach. What did your boss mean by that?

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

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

Explanation :

The five volumes that comprise ITIL are just one of several sources that clients should use to establish best practices for IT services. ITIL should be used hand-in-hand with other frameworks such as COBIT and the CMMI, as well as established standards su

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

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

The two factors of creating Service Value are...

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

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

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

The basic services outcomes desired by customers are called...

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

Who is responsible for ensuring the process fits the desired purpose?

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