ITILQ1(2)
ITIL Service Management Quiz
Test your knowledge of ITIL and Service Management with our comprehensive quiz, designed for both beginners and seasoned professionals. With 30 challenging questions covering essential concepts, you'll gain insights and reinforce your understanding of ITIL principles.
- Multiple choice and checkbox formats
- Instant feedback to enhance learning
- Perfect for preparation for certifications and exams
Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room 2. Applications 3. Power and cooling equipment 4. Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Hich one of the following is the BEST definition of the term service management?
A. A set of specialized organizational capabilities for providing value to customers in the form of services
B. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
A. Be accountable for the outcome of an activity
B. Perform an activity
C. Be kept up-to-date on the progress of an activity
D. Manage an activity
Which one of the following activities does application management perform?
A. Defining where the vendor of an application should be located
B. Ensuring that the required functionality is available to achieve the required business outcome
C. Deciding who the vendor of storage devices will be
D. Agreeing the service levels for the service supported by the application
Which one of the following functions would be responsible for the management of a data centre?
A. Technical management
B. Service desk
C. Application management
D. Facilities management
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Implementing all standard changes
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
Which of the following is NOT a characteristic of a process?
A. Delivers specific results
B. It structures an organization
C. Responds to specific events
D. It is measurable
Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
What are the three service provider business models?
A. Internal service provider, outsourced 3rd party and off.shore party
B. Internal service operations provider, external service operations provider, shared service unit
C. Internal service provider, external service provider, outsourced 3rd party
D. Internal service provider, external service provider, shared service unit
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Which Function would provide staff to monitor events in a Network Operations Centre?
A. IT Operations Management
B. Applications Management
C. Service Desk
D. Technical Management A
Which of the following is one of the primary objectives of Service Strategy?
A. To design and build processes that will meet business needs
B. To provide detailed specifications for the design of IT services
C. To transform Service Management into a strategic asset
D. To underscore the importance of services in the global economy
Which of the following is not true about best practice?
A. Successful innovations applied diligently
B. Accepted and adopted by others
C. Commoditized generally accepted principles or regulatory requirement
D. Not effective ways of doing things
Which of the following is not a service strategy stakeholder?
A.Customer
B. Suppliers
C. consumers
D. Manufactures
Which of the following does not belong to it the it function?
A. Technical management
B. Mainframe
C. Server
D. Print and output
Which of the following best describes the function of it operations control?
A. Console management
B. consolidations
C. Data center
D. Recovery sites
This governance establish IT policy standard and principles. It also assures alignment of the strategy to business
A. IT Governance
B. Corporate Governance
C. IT Compliance
D. IT service management
Which of the following is the correct definition of 4ps of service strategy?
A. Perspective, position, plans and patterns
B. Principles, position, plans, and patterns
C. Perspective, principles, plans and patterns
D. Perspective, position, plans and process
Which of the following is not part of the service strategy process?
A. Demand management
B. Service portfolio management
C. Financial management
D. Service fulfillment management
What is the purpose of the service strategy lifecycle stage?
A. Identify the processes in use for the service lifecycle
B. Create a database of services for the service lifecycle
C. Define the strategic approach for service management across the service lifecycle
D. Define the objectives for all roles and responsibilities accross the service life cycle
Which two statements reflect the guidance found in the Service Strategy publication? 1. Defining a strategy that allows a service provider the guidance and recommendations to deliver services to meet a customer's business outcomes. 2. Conducting customer satisfaction surveys as required on a periodic basis. 3. Defining a strategy for managing services that meet customers' business outcomes. 4. Measuring and identifying the value created by continual improvement initiatives.
A. 1 and 2
B. 1 and 3
C. 2 and 3
D. 2 and 4
Who defines the value of a service?
A. Service Strategy process manager
B. Customer
C. Service strategy process owner
Business relationship manager
To properly understand the value of a service, the IT service provider requires three pieces of information. Which of these is not one of the pieces of information?
A. The services IT provided
B. What the services achieved
C. Who designed the services
D. How much the services cost
TIL identifies three areas that will be used by customers in their understanding of value. Which of these is not one of them?
A. The business outcomes achieved
B. The customer's preferences
C. The customer's perception
D. He service provider's preferences
What is the meaning of "utility of a service"?
A. The service is "fit for use"
B. The service meets the requirements for facilities management.
C. The service delivers the functionality required to meet a business outcome.
D. The service is capable of supporting the business strategy.
Which one of these four assets can be classed as both a resource and a capability?
A. People
B. Financial capital
C. Organization
D. Knowledge
Which of these statements about governance is true? 1. Ensures that policies and strategy are actually implemented 2. Ensures that required processes are correctly followed 3. Ensures that the CAB assesses all changes
A. 1, 2, and 3
B. 2 and 3
C. 1 only
D. 1 and 2
The risk management approach consists of three stages. Which of these is not a stage identified in the ITIL guidance?
A. Analyze risks
B. Calibrate risks
C. Manage risks
D. Identify risks
ITIL recommends that you understand and document the profile of patterns of business activity (PBA). Which of these represents the four things that you should capture about each PBA profile?
A. Classification, attributes, requirements, and service asset requirements
B. Attributes, service asset serial numbers, prioritization, and requirements
C. Management information, prioritization, service asset serial numbers, and configuration baselines
D. Classification, prioritization, requirements, and service asset requirements A. A PBA profile is created to define and understand PBAs to ensure alignment to services. It needs to be classified and to include customer requirements, the capabilities, and the resources required to provide the service in some detail.
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