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- IT Service Management (ITSM) Quiz

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1. What is the primary purpose of the Service Desk in IT Service Management (ITSM)?

2. Which ITSM process involves analyzing the impact, urgency, and priority of an incident?

3. Configuration Management in ITSM is primarily concerned with:

4. In ITSM, what is the process called that manages the lifecycle of all changes?

5. What does a Service Level Agreement (SLA) typically define?

6. Which ITSM process is responsible for preventing incidents from happening again in the future?

7. How does Continuous Service Improvement (CSI) benefit an IT service organization?

8. In the context of ITSM, what is the primary goal of Asset Management?

9. Which ITSM practice ensures that accurate and reliable information about the configuration of services is available when and where it is needed?

10. What is a key focus of Demand Management in ITSM?