Practice Quiz

IT Service Management Foundation Practice Test

Category - ITIL

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You were on a conference call on Tuesday where your boss stated that you will be leading the development of a new Service. He mentioned that you will be adopting a Service oriented approach. What did your boss mean by that?
  1. I don’t have a clue
  2. We will use software as a service (SaaS) and cloud computing to drive customer satisfaction
  3. Effective communication, the IT organization will be ‘transparent’, we maintain appropriate response times for inquiries, and we will identify issues in a proactive manner.
  4. We will establish formal arrangements with an external organization that will be responsible for delivering high customer-focused services.
Explanation
Answer: C - Effective communication, IT organizational transparency, maintaining appropriate response times for inquiries, and identifying issues in a proactive manner all contribute to taking a Service oriented approach.

Key Takeaway: When we develop and deliver a service it is imperative that we take a holistic view. Consider the issues if an IT organization only focused on the hardware aspect of the environment and didn’t take into consideration the software or the needs of the users or customers. How do you think that would impact your customer satisfaction? The net/net is that a broader view is required in order to ensure you are delivering a quality service.
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