ITIL 4-4

ITIL 4-4

Professional Development

41 Qs

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ITIL 4-4

ITIL 4-4

Assessment

Quiz

Professional Development

Professional Development

Easy

Created by

Omantel Ohi

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41 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

How does categorization of incidents assist incident management
It helps direct the incident to the correct support area
It determines the priority assigend to the incident
It ensures that incident are resolved in times agreed with the customer
It determines how the service provider is perceived

2.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the definition of utility?
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a perticular need
A tangible or intangible deliverable that is produced by carrying out an activity

3.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Outcome
Cost
Outputs
Benefits

4.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the definition of an IT asset?
A perticular set of settings or options on a given piece of equipement
Any valuable component that can be contribute to the delivery of an IT product or service
A means of enabling value co-creation by facilitating outcomes that customer wants to achieve, without the customer having to manage specific costs and risks
Any component that needs to be managed in order to deliver an IT service

5.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.
Product
Outputs
Asset
Configuration Item

6.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the purpose of the 'relationship management' practice?
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Supporting the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Ensuring that an organization's suppliers and their performance leves are managed appropriately to support the provision of seamless quality products and services

7.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the purpose of the 'problem management' practice?
Ensuring that services deliver agreed levels of availability or that change can be assessed
Supporting the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Minimizing the negative impact of incidents by restoring normal service as quickly as possible
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known-errors

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