Quiz - 4Uclass

Question 1
What is IT Service Management (ITSM)?

(A) It is an approach for managing network security protocols.

(B) It is a programming framework for developing IT applications.

(C) It is solely a hardware inventory management system.

(D) It is a set of best practices and policies for designing, delivering, and continuously improving IT services.

Question 2
Which process in ITSM is most focused on quickly restoring normal service operation after an interruption?

(A) Change Management

(B) Request Fulfillment

(C) Problem Management

(D) Incident Management

Question 3
What is the primary function of the Service Desk in IT Service Management?

(A) It primarily focuses on maintaining IT infrastructure hardware.

(B) It serves as an intermediary between IT and external vendors, which might seem similar but is not its main role.

(C) It acts as the single point of contact for users, handling incidents, service requests, and communication.

(D) It only manages backstage technical operation without user interaction.

Question 4
In IT Service Management, what is the purpose of Change Management?

(A) To resolve operational errors by reassigning them to routine maintenance, which might sound plausible but is not the focus.

(B) To continuously monitor and resolve user incidents immediately.

(C) To ensure that standardized methods and procedures are used for efficient and safe handling of all changes to reduce risk.

(D) To manage only the installation of new hardware components.

Question 5
What is the key objective of Problem Management in ITSM?

(A) To apply short-term fixes that temporarily restore service without investigating deeper issues.

(B) To directly escalate all problems to higher management for decision-making, which might appear proactive but is not the main objective.

(C) To immediately resolve every incident as soon as it is reported.

(D) To identify the root cause of recurring incidents and implement solutions to prevent future disruptions.

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