Information Technology Infrastructure Library is published in a series of books, each of which covers an IT management topic. Which of the following is not a component of its Service Support section?
i. Service Desk / Service Request Management
ii. Incident Management
iii. Problem Management
iv. Change Management
v. Release Management
vi. Configuration Management
A.
All of them
B.
None of them
C.
ii, iv
D.
iii, vi
Explanation:
Each item listed is part of the Service Support section of Information
Technology Infrastructure Library.
@ Admin: As per your explanation “Each item listed is part of the Service Support section of Information Technology Infrastructure Library” . But the question asked is about the “Not a component” since all of answers are in the component then answer would be “B” None of them. Plz check and add your comments if am wrong.
Agreed. B, none of them is NOT. Hate those double-negative questions! 😛
Answerer is B.
Note, this is the older version of ITIL has been superseded.
Service Support section of ITIL:
Configuration Management – Identifying, controlling, maintaining, and verifying detailed configuration settings.
Change Management – Standardized methods and procedures are used to handle all configuration changes.
Release Management – Holistic view of change to an IT service.
Incident Management – Ability to restore normal service to operation as quickly as possible with minimum disruption to the business.
Problem Management – Proactively prevent the occurrence of incidents, problems, and errors.
Service Desk – Central point of contact between the user and IT service management.
This question really through me since I just went through ITIL.
BTW, Per the preface of Service Operations:
This publication encompasses and supersedes the
operational aspects of the ITIL Service Support and Service
Delivery publications and also covers most of the scope of
ICT infrastructure Management. It also incorporates
operational aspects from the Planning to Implement,
Application Management, Software Asset Management
and Security Management publications.
The basic principles of best practice IT service
management encompassed within earlier versions of
ITIL remain unchanged. Common sense remains
common sense!
However, the technologies, tools and relationships
have changed significantly, even in the relatively short
time since the latest version of ITIL was completed. Whilst
this publication re-uses and updates relevant material
from the earlier versions where appropriate, it also
includes many new concepts and industry practices to
give complete coverage of best-practice guidance for
today’s Service Operation in a single volume, for today’s
business and technological environment.
Ans is B That was a mistake