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IT Service Management and Systems Audit

Which of the following describes the approach of IT service management appropriately?

  1. AThe quality of an IT service is judged only from the provider's technical point of view, without considering its effect on the users' business
  2. BIT services that support the outcomes users want are delivered stably at the agreed quality and improved continually
  3. CThe role of the IT service provider ends when a new system has been developed and put into operation
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Answer: B. IT services that support the outcomes users want are delivered stably at the agreed quality and improved continually

IT service management treats IT as a "service" and is the management approach for delivering services that help the outcomes of users' business stably, at the agreed quality and cost, and for continuing to improve them. The value of a service is determined by the balance between the outcomes users obtain and the costs and risks involved. ITIL is a widely referenced guide to putting this into practice around the world. Putting a system into operation is a beginning, and quality must be maintained and improved during operation.

  • A. The value of a service is determined by the outcomes users obtain, so the effect on the users' business must be considered.
  • B. Correct. Services that support users' outcomes are delivered at the agreed quality and continually improved.
  • C. Putting a system into operation is a beginning; the subsequent operation and improvement are also the role of the IT service provider.
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More IT Service Management and Systems Audit questions

  1. Which of the following is a document in which an IT service provider collects the list of IT services that users can choose and use, together with the description of each, its conditions of use, its standard service levels and how to request it or make inquiries?
  2. To achieve the service levels promised to users in an SLA, an IT service provider agrees with the network operations department and other departments within the same organization on the content and level of the work each is responsible for. Which of the following is this agreement?
  3. Which of the following is the most appropriate service level item to agree on with users in the SLA for a company's internal expense reimbursement system?
  4. Which of the following is an appropriate activity of service level management?
  5. The SLA for an internal system sets the service hours as 9:00 to 21:00 on weekdays (12 hours a day) and requires availability during service hours (the fraction of service hours during which the system was in operation) of at least 99.5%. Take a month as having 20 weekdays, and do not count outages outside service hours. Which of the following is the upper limit on the total outage time allowed within service hours in a month?