ITPEC IP April 2024 Question 58
Which of the following is an appropriate description concerning the IT service management activity?
Explanation
Defining an availability index, recording actual availability, and planning, measuring and improving to reach the target — that is IT service management, here its availability management.
IT service management runs IT services so that they keep meeting the levels agreed with the customer. In availability management, a target such as the operating rate agreed in the SLA is set, the actual availability and outages are recorded, and when the target is missed the causes are analysed and improvements planned and carried out: a continuing PDCA cycle on a live service.
Answer (c)
Why not others:
- •(a) — rating the process maturity of a development organization on five levels and supporting its improvement is CMMI, a model for development processes
- •(b) — defining roles and responsibilities and planning how to acquire staff for a development project is project resource management
- •(d) — clarifying the deliverables of a new development and the activities that create them is project scope management (the WBS)
Key rule: Project management delivers something new within a fixed period; IT service management keeps an existing service at its agreed level, continuously.
Service Management · AI-written, may contain errors
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