ITIL
Test Your ITIL Knowledge
Welcome to the ITIL Quiz! This interactive quiz will assess your understanding of the ITIL framework and its principles. It contains 11 carefully crafted questions designed to challenge your knowledge and improve your skills.
You'll learn about:
- Service Management
- Value Co-Creation
- Cost Evaluation
- Outcome and Warranty Definitions
A [?] is a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
A. Warranty
B. Outcome
C. Service
D. Service offering
What are the two types of cost that a service consumer should evaluate?
A. The cost of creating the service, and the cost charged for the service
B. The costs removed by the service, and the costs imposed by the service
C. The cost of provisioning the service, and the cost of improving the service
D. The cost of purchasing software, and the cost of purchasing hardware
What is the definition of warranty?
A. A tangible or intangible deliverable that is produced by carrying out an activity
B. The assurance that a product or service will meet agreed requirements
C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
D. The functionality offered by a product or service to meet a particular need
Which describes outcomes?
A. Tangible or intangible deliverables
B. Results for a stakeholder
C. Functionality offered by a product or service
D. Configuration of an organisation’s resources
What term best describes a service that is 'fit for use’?
A. Utility
B. Value
C. Outcome
D. Warranty
What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
A. Organisation
B. Customer
C. Service Provider
D. Consumer
Fill in the blank. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
A. The warranty
B. The outcomes
C. The utility
D. The outputs
What statement about cost is correct?
A. Costs removed from the consumer by the service
B. Cost the person-hours or FTEs
C. Costs imposed on the consumer by the service
D. The amount of money spent on a specific activity or resource
An outcome is
A. A result for a stakeholder enabled by one or more outputs
B. A set of activities with a specific input and output
C. A tangible or intangible deliverable of an activity
D. A measurement to check the progress
What is a means of enabling value co-creation?
A. Service
B. Service management
C. Outcome
D. Output
Which is included in service provision?
A. Management of the provider’s resources, configured to deliver the service
B. Management of the consumer’s resources needed to use the service
C. Service actions performed by users
D. Requesting service actions to be fulfilled
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