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
What role should technology play in CSI measurement according to ITIL Practitioner?
Answer: Collect, store, and present data to support human analysis and decisions
Technology's role in CSI measurement is to efficiently collect and present data, enabling humans to analyze trends and make informed improvement decisions.
According to ITIL Practitioner, how should self-service technology be designed?
Answer: To focus on the user experience and ease of value delivery
Self-service technology should be designed around user experience and ease of value delivery, not primarily to reduce costs or collect data.
What is the ITIL Practitioner perspective on integrating multiple ITSM tools?
Answer: Integration decisions should be evaluated based on the value they deliver to the organization
Tool integration decisions should be made based on whether integration adds value by improving information flow and process effectiveness.
How does ITIL Practitioner guide the 'build or buy' decision for ITSM tools?
Answer: Evaluate based on organizational needs, capabilities, and value delivery potential
ITIL Practitioner applies guiding principles to build-or-buy decisions, evaluating what will best serve organizational needs and deliver value rather than following a fixed rule.
What is the most important consideration when implementing ITSM technology changes according to ITIL Practitioner?
Answer: Communicating changes and managing stakeholder expectations effectively
Communication and stakeholder management are critical when implementing technology changes to ensure adoption and minimize disruption to ongoing service delivery.
According to ITIL Practitioner, how should organizations approach the use of metrics from ITSM tools?
Answer: Focus on metrics that provide actionable insights for improvement
ITIL Practitioner emphasizes selecting meaningful, actionable metrics rather than collecting excessive data that does not drive improvement decisions.
What does ITIL Practitioner say about the relationship between technology and the nine guiding principles?
Answer: Technology should be selected and implemented to support and enable the guiding principles
In ITIL Practitioner, technology is an enabler that should be chosen and configured to support the application of guiding principles in daily service management practice.