IT Service Management Semester 6 Academic Year 2022-23

ITSM Questions

Unit I
1 Write a short note on IT service management. (May 2019) (Dec 2019)
2 Explain the principles of service management. (May 2019)
3 Write a short note on Service Lifecycle. (Dec 2019)
4 Differentiate between open loop and closed loop systems.
5 What is closed loop control system? Summarize the functions of closed loop control systems. (May 2019)
6 How can utility be communicated for value creation?
7 How is warranty communicated for value creation?
8 Differentiate between business units and service units. (May 2019)
9 Explain the different types of service providers.
10 What is a high-performance service strategy? Explain the building blocks of high-performance service providers.
(May 2019)
11 Explain the 4 P's of service strategy. (Dec 2019)
12 Write a short note on Service Portfolio.
13 Write a short note on Service Catalogue.
14 Explain the statement " IT organizations are complex systems".
15 Define risks and explain the different types of risks.
16 Write a short note on operational risks. (May 2019)
17 State the major factors that influence the service provided by the service provider and the customer’s perceptions of
the value of service. (Dec 2019)
18 Explain the factors that effects the service strategy. (Dec 2019)

Unit II
1 Explain the processes within Service Design.
2 Explain the constituents of service composition.
3 What are the goals and objectives of service design? (May 2019)
4 Write a short note of Service Portfolio.
5 What options of status are included within the Service Portfolio?
6 Enlist the main service delivery strategies.
7 Write a short note on Rapid Application Development.
8 What is Service Catalogue Management? Explain the relationship between Business Service Catalogue and
Technical Service Catalogue. (May 2019) (Dec 2019)
9 What key activities must be included within Service Catalogue Management?
10 List and explain the main activities of SLM. (Dec 2019)
11 What is Capacity Management? Explain its goal, purpose and objectives. (Dec 2019)
12 Explain the process of Availability Management.
13 Write a short note on the reactive activities of Availability Management.
14 Write a short note on the expanded incident lifecycle.
15 Explain the structured approach to Service Failure Analysis.
16 Write a short note on the proactive activities of Availability Management.
17 Explain the goal and objectives of IT Service Continuity Management (ITSCM). (May 2019)
18 Explain the lifecycle of ITSCM.
19 Write a short note on Information Security Management System (ISMS).
20 What is Supplier Management? Explain its goal, purpose and objectives.
21 Explain the Supplier Management Process.
22 List the activities involved in the Supplier Management process.
23 How to overcome the challenges for Service Design phase?
24 What challenges are faced in Service Design phase? (May 2019)
25 What risks are associated with Service Design phase? (May 2019)
26 Explain the key principles of service-oriented architecture. (Dec 2019)
27 Explain the Sourcing Options for Delivery of IT Service. (Dec 2019)
28 Explain how Business Service Management enables IT components to be linked to the goals of business. (May
2019)

Unit III
1 What is the purpose, goal and objectives of Service Transition? (May 2019)
2 What is Service Transition? Explain the scope of Service Transition. (Dec 2019)
3 Write a short note on the policies for Service Transition.
4 State the principles for implementing a formal policy for Service Transition. (May 2019)
5 Write a short note on release policy.
6 What is the purpose, goal, objective and scope of Change Management? (May 2019)
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 IT Service Management Semester 6 Academic Year 2022-23
7 What are the activities involved in managing individual changes? Explain with the help of a suitable diagram.
8 Explain the seven R's of change management
9 Write a short note on Change Advisory Board.
10 What types of changes trigger the change management process? (Dec 2019)
11 Define configuration items (CIs). What are the different categories of CIs?
12 Explain the purpose, goal, and objective of release and deployment management.
13 What are the different approaches for deploying new releases?
14 Write a short note on Service V-model.
15 What are the risks to successful release and deployment?
16 What are the different perspectives of validation and testing? (May 2019)
17 List and explain the different types of testing.
18 List and explain the activities in the testing process. (Dec 2019)
19 Write a short note on Evaluation report.
20 Explain the Data-to-Information-to-Knowledge-to-Wisdom structure
21 List the challenges faced during Service Transition. (May 2019)
22 How can Service Transition be implemented under difficult conditions? (May 2019)
23 Write a note on Knowledge Management. (Dec 2019)
24 Discuss challenges and Risks Faced by Change Evaluation. (Dec 2019)

Unit IV
1 What is the purpose, goal and scope of Service Operation?
2 List and explain the processes and functions within Service Operation. (May 2019) (Dec 2019)
3 Explain in brief the common service operation activities. (Dec 2019)
4 Explain the role of operational staff in service design and strategy. (Dec 2019)
5 What is service desk? Explain types of service desk along with its functions. (Dec 2019)
6 Explain the following terms: Function, Group, Team, Department, Division, Role.
7 Differentiate between extreme internal focus on IT and extreme external focus on IT. (May 2019)
8 Write a short note on Operational Health.
9 Explain the event management process with the help of a suitable diagram. (Dec 2019)
10 Explain the various categories of events.
11 Explain the processes that interface with incident management.
12 Write a short note on request fulfilment.
13 Explain the process activities for request fulfilment.
14 Explain the problem management process with the help of a suitable diagram.
15 Write a short note on Known Error Database.
16 What role changes happen in the organisation for access services?
17 What triggers the request for Access Management?
18 List and explain the activities performed under Access Management. (May 2019)
19 What critical success factors need to be considered for Service Operation? (Dec 2019)
20 What are the risks when implementing Service Operation? (May 2019)
21 What is Service Management Training? Explain its objectives. (May 2019)

Unit V
1 Why is Service Level Management necessary for CSI?
2 Write a short note on the Deming Cycle. (May 2019) (Dec 2019)
3 Explain the seven-step improvement process of CSI. (May 2019) (Dec 2019)
4 Explain the frameworks, models, standards and quality systems that fully supports the concepts embodied in
Continual Service Improvement Cycle. (Dec 2019)
5 What is Continual Service Improvement? Explain the objectives of Continual Service Improvement. (Dec 2019)
6 Write a short note on Gap Analysis.
7 Explain benchmarking in CSI with respect to its procedure, cost and value to the organization. (May 2019)
8 Explain the RACI model.
9 Explain the types of metrics that are used by an organization to support CSI activities. (Dec 2019)
10 Explain the Continual Service methods and techniques which can be used to perform and interpret CSI initiatives.
(Dec 2019)
11 Explain the tools used to support CSI activities?
12 Explain the 8 steps for transforming your organization given by John P. Kotter.
13 What factors need to be considered when preparing a communication plan?
14 Justify the need of Tools to support CSI activities. (May 2019)
15 Discuss the factors to be considered while making a Communication Plan. (May 2019)
16 State the responsibilities of Service Owner? (May 2019)

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