Technology Considerations for ITSM Flashcards
7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Technology Considerations for ITSM flashcards as text
In ITIL Practitioner, what is the primary consideration when evaluating technology solutions for ITSM?
Answer: Whether it supports the organization's service management objectives
Technology should be selected based on how well it supports organizational goals and service management objectives, not merely on cost or feature count.
According to ITIL Practitioner guidance, when should automation be applied to ITSM processes?
Answer: Only after the process is well-understood and optimized
ITIL Practitioner advises that processes should be understood and optimized before automation, to avoid automating inefficiency at scale.
What does 'keeping it simple and practical' mean in the context of ITSM technology?
Answer: Avoid implementing unnecessary features or complexity
'Keep it simple and practical' means avoiding unnecessary complexity, features, or customizations that do not add measurable value to service delivery.
In ITIL Practitioner, what is the recommended approach to selecting ITSM tools?
Answer: Evaluate tools based on how well they support your processes and goals
Tool selection should be driven by how well the tool supports the organization's specific processes and improvement goals, not by market position or cost alone.
According to ITIL Practitioner, how does technology support the Continual Service Improvement (CSI) approach?
Answer: By providing data, automation, and reporting to enable better improvement decisions
Technology enables CSI by providing data collection, automation of routine tasks, and reporting capabilities that inform and support human-driven improvement decisions.
What is a key risk when organizations focus too heavily on technology in ITSM?
Answer: Technology becomes the goal rather than an enabler of value
When technology becomes the focus rather than the means to deliver value, organizations lose sight of the customer-centric purpose of service management.
Which ITIL Practitioner guiding principle is most applicable when an organization wants to introduce a new ITSM platform?
Answer: All guiding principles are applicable and should be considered together
All ITIL Practitioner guiding principles are universally applicable and should be applied collectively, not selectively, when making technology decisions.