ITILFND Part 10-2

A digital art representation related to ITIL and service management, showcasing elements like flowcharts, gears, and customer service icons in a modern office environment.

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.

10 Questions2 MinutesCreated by EngagingExpert27

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

ITILFND Part 10-2

ITIL Foundations Quiz: Test Your Knowledge

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