ITPEC IP April 2019 Question 59
In order to provide a service that meets customer needs, which of the following is an appropriate approach in which an organization performs maintenance, management, and continuous improvement for operation of an information system?
Explanation
IT service management — maintaining, managing and continuously improving the operation of IT services so that they meet customer needs.
IT service management (ITSM) treats what IT delivers as services agreed with the customer, in an SLA, and runs processes to operate them: incident, problem, change, release and configuration management, service level management and continual improvement. ITIL is the best-known collection of good practice for it, and ISO/IEC 20000 its standard.
Answer (b)
Why not others:
- •(a) IT governance — top-level direction and control of how IT serves the organisation's strategy, a responsibility of top management, not the day-to-day running of services
- •(c) Service desk — one function within IT service management, the single point of contact for users' inquiries and incident reports
- •(d) Project management — manages a temporary undertaking with a defined end, such as building the system, not its continuing operation
Key rule: A project builds a system and ends; IT service management runs it afterwards and keeps improving it.
Service Management · AI-written, may contain errors
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