ITIL4G1

What is the definition of a service?

• The means by which an organization is directed and controlled

• A set of specialized organizational capabilities for enabling value to customers

• A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress

• 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

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

• Assurance

• Promise

• Functionality

• Outcome

Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.

• IT asset management

• Service configuration management

• Change control

• Service level management

Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.

• Output

• Product

• Service

• Outcome

What is the purpose of the 'information security management' practice?

• Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information

• Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way

• Ensuring that services deliver agreed levels of availability or that change can be assessed

• Systematically observing services and service components and recording and reporting selected changes of state identified as events

What is the purpose of the 'monitoring and event management' practice?

• Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

• Systematically observing services and service components and recording and reporting selected changes of state identified as events

• Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

• Ensuring that all an organization's projects are successfully delivered

What is the purpose of the 'incident management' practice?

• Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

• Ensuring that services deliver agreed levels of availability or that change can be assessed

• Ensuring that all an organization's projects are successfully delivered

• Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?

• Change control

• IT asset management

• Service configuration management

• Service level management

Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.

• Incident management

• Service level management

• Service request management

• Service desk

Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?

• An outcome

• Value

• A service offering

• An output