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ITSM Question Bank

The document discusses IT service management and contains questions about ITIL processes, service strategy, design, transition, operation and continual service improvement. It covers topics like risk management, change management, configuration management, service design models and metrics.

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varsha nadar 20fybscit
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148 views3 pages

ITSM Question Bank

The document discusses IT service management and contains questions about ITIL processes, service strategy, design, transition, operation and continual service improvement. It covers topics like risk management, change management, configuration management, service design models and metrics.

Uploaded by

varsha nadar 20fybscit
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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IT Services Management

Unit – 1
1. Write a short note on IT Service Management.
2. Draw and explain Service lifecycle.
3. Differentiate between Business and Service units.
4. What is ITSM? Explain benefits of ITSM. What are four perspectives of ITSM?
5. Explain four activities involved in service strategy. OR Explain the 4P’s of Service Strategy.
6. Explain Function across lifecycle.
7. Explain the principles of Service Management.
8. What is risk? Explain any two types of it.
9. Explain in brief about business processes.
10. What is service? Explain with Example.
11. What is ITIL? List its various stages.
12. Explain Processes across lifecycle.
13. Explain various terminologies related to ITSM.
14. Who is Service Provider? What are its types? Explain Type-I and Type-III service providers in ITSM.

Unit – 2
1. What are four P’s of Service Design?
2. Define Service Design and brief about its purpose and uses.
3. Explain Service Catalogue management.
4. Explain the following terms
i) Availability ii) Reliability iii) Maintainability iv) Serviceability
5. What are Service Requirements? How to identify them?
6. List various processes of service design. Write the goal of any five.
7. Write a short note on IT Service Continuity Management.
8. Explain various activities of capacity management.
9. Explain in detail Risks associated with Service Design Process.
10. Write short note on Service Design Models.
11. Explain different types of SLA structure.
12. Discuss the challenges faced during the Service Design Process.
13. Write Objectives & responsibility of availability management.
14. State the objectives of Service Design.
15. Explain the terminologies with respect to service level management.
16. Write note on Balanced Design.

Unit – 3
1. What is Change? What are the different types of Changes? List and explain Seven R (7 R’s) of ITIL
Change management
2. Explain how to establish effective controls and disciplines for service transition?
3. Describe the terms Knowledge, Information and wisdom.
4. What is Change Management? What are the goals & objectives of change management?
5. Explain Transition planning and support process in detail.
6. What is Service Transition? Write objective of Service Transition phase. List various processes of
Service Transition phase.
7. Discuss the Principles of service transition stage. List all the challenges of service transition stage
8. Explain various Configuration Management Activities.
9. Write a short note on proactively manage resources across service transition.
10. Write the goal and scope of Service Asset and Configuration Management?
11. Write a detail note on critical success factor of service transition phase.
12. Explain in detail Service Validation and testing process.
13. Explain how to align service transition plans with the business needs?
14. Write short note on Warranty & Utility.

Unit – 4
1. What is Service Management Training? Explain its objectives.
2. Write short note on Incident Management.
3. Write short note on Problem Management.
4. List and explain the risks involved in service operation phase.
5. Explain the critical success factors in service operation phase.
6. Explain Service Desk in detail.
7. Differentiate between Internal IT and External business view.
8. Write short note on operational health in service operation.
9. What is Service Operation? Explain various processes of Service Operation.
10. Define Event. Why we need Event management process? Explain purpose, objectives and scope of
event management.
11. List and explain the challenges in service operation phase.
12. Explain Request Fulfilment process.
13. Define Service operation. Explain the principles of service operation stage. Explain various functions
of service operation.
14. Explain department, group and team meetings. How operations meetings are different from customer
meetings?
15. What is the goal of IT Operations Management? Write roles and responsibilities of OM.

Unit – 5
1. Explain benchmarking in CSI with respect to its procedure, cost and value to the organization.
2. Explain steps in benchmarking techniques and the approach used for benchmarking.
3. Write down the Critical Considerations for Implementing CSI.
4. Write a brief note on Return on Investment.
5. Write a short note on Tools to Support CSI Activities
6. Discuss the factors to be considered while making a Communication Plan.
7. Explain Deming Cycle.
8. Explain the seven-step improvement process.
9. Define the various roles for processing and analysing the data.
10. Explain the different levels of management and reporting.
11. Distinguish between process and service owner.
12. Explain the RACI model.
13. Write a short note on CSI inputs and outputs of various stages.
14. Explain the types of metrics that are used by an organization to support CSI activities.
15. Explain how assessment plays a key role in CSI activities.
16. What is the objective of service measurement? What is the key to service measurement?
17. Explain the role of Availability Management in CSI.

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