ITPEC IP October 2022 Question 58
Which of the following is an appropriate management system that improves the efficiency of the management of IT operations and the quality of services including availability?
Explanation
IT service management — the management system for running IT operations efficiently and keeping the quality of the services, availability included, at the agreed level.
IT service management treats IT operations as services delivered to the business. Through processes such as service level management, incident and problem management, change management, and availability and capacity management, it sets targets for each service, measures them and improves them continuously. ITIL collects its best practices, and ISO/IEC 20000 is its standard.
Answer (b)
Why not others:
- •(a) IT technical strategy management — decides which technologies to invest in and develop over the medium to long term; it does not run day-to-day operations
- •(c) IT project scope management — defines and controls the work included in a project, a temporary undertaking rather than an ongoing service
- •(d) IT project time management — plans and controls a project's schedule, again for a temporary undertaking
Key rule: Projects are temporary and are managed through areas such as scope and time; ongoing IT services are managed by IT service management, whose quality is measured by attributes such as availability.
Service Management · AI-written, may contain errors
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