ITILFND Part 10-2
ITIL Foundations Quiz: Test Your Knowledge
Challenge yourself with our ITIL Foundations Quiz! Designed for professionals and enthusiasts alike, this quiz features 10 multiple-choice and checkbox questions that will help you evaluate your understanding of ITIL principles.
Take this opportunity to:
- Assess your ITIL knowledge and readiness.
- Prepare for certification exams.
- Engage with interactive learning.
Which describes the ‘watermelon SLA’ effect?
A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.
The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Service level management
Service desk
Continual improvement
Change enablement
What is a service?
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
A tangible or intangible deliverable of an activity
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Which TWO are important aspects of the ‘service request management’ practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
What is required by all service desk staff?
Excellent technical knowledge
Root cause analysis skills
Demonstration of emotional intelligence
Knowledge of telephony technology
Which practice establishes a channel between the service provider and its users?
Relationship management
Change enablement
Supplier management
Service desk
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
Service desk
Monitoring and event management
Service level management
Continual improvement
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Relationship management
Change enablement
Release management
Monitoring and event management
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Service level management
Relationship management
Continual improvement
Service desk
Which helps to streamline the fulfilment of service requests?
Understanding which service requests can be accomplished with limited approvals
Creating new workflows for every service request
Separating requests relating to service failures from the degradation of services
Eliminating service requests which have complex workflows
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