ITPEC IP October 2023 Question 58
Which of the following is the technical term that shows the management cycle in IT service management?
Explanation
PDCA — Plan, Do, Check, Act: the management cycle that IT service management repeats to improve its services continually.
- •Plan — set the service targets and processes, for example the service levels in the SLA and the service management plan
- •Do — deliver and operate the service as planned
- •Check — monitor and measure the results against the targets and report on them
- •Act — take improvement actions and feed them into the next plan
ISO/IEC 20000, the IT service management standard, is built on this cycle of continual improvement.
Answer (b)
Why not others:
- •(a) ITIL — a framework of best practices (a set of books) for IT service management, not a cycle
- •(c) SLA — the agreement on service levels between provider and user; it is set in the Plan step, it is not the cycle
- •(d) SLCP — the Software Life Cycle Process, a common frame that defines the processes and terms of software work from planning to disposal
Key rule: The same PDCA cycle drives quality management (ISO 9001), information security (ISMS) and IT service management; in each, Check measures against the plan and Act improves.
Service Management · AI-written, may contain errors
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