ITPEC IP October 2021 Question 58
Which of the following is a framework that describes a collection of best practices of IT service management?
Explanation
ITIL — the IT Infrastructure Library, a collection of best practices for IT service management.
ITIL was compiled from the practices of successful organisations, originally by the UK government. It describes how to plan, deliver and improve IT services: service desk, incident, problem, change and release management, service level management and more. It is guidance, not a certifiable standard; the international standard built on the same ideas is ISO/IEC 20000.
Answer (c)
Why not others:
- •(a) ISO 14001 — the international standard for environmental management systems
- •(b) ISO/IEC 27001 — the international standard of requirements for an information security management system (ISMS)
- •(d) PMBOK — the Project Management Body of Knowledge, a guide to project management, not service management
Key rule: ITIL for IT service management, PMBOK for projects, ISO/IEC 27001 for information security, ISO 14001 for the environment, ISO 9001 for quality.
Service Management · AI-written, may contain errors
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