Quiz_1_Test_Exam

1.   Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

• A.   Progress iteratively with feedback

• B.  Keep is simple and practical

• C.  Start where you are

• D.   Focus on value

2.   Which practice has a purpose that includes ensuring that risks have been properly assessed?

• A.   Service configuration management

• B.  Problem management

• C.  Service level management

• D.   Change control

3.   When should a full risk assessment and authorization be carried out for a standard change?

• A.   Each time the standard change is implemented

• B.  When the procedure for the standard change is created

• C.  At least once a year

• D.   When an emergency change is requested

4.   Which statement about emergency changes is CORRECT?

• A.   The testing of emergency can be eliminated in order to implement the change quickly

• B.  The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

• C.  Emergency changes should be authorized and implemented as service requests

• D.   Emergency changes must be fully documented before authorization and implementation

5.   Which    practice    coordinates    the    classification,    ownership    and communication of service requests and incidents?

• A.   Supplier management

• B.  Service desk

• C.  Problem management

• D.   Relationship management

6.   What is warranty?

• A.   Assurance that a product or service will meet agreed requirements

• B.  The amount of money spent on a specific activity or resource

• C.  The functionality offered by a product or service to meet a particular need

• D.   The perceived benefits, usefulness and importance of something

7.   Which is part of service provision?

• A.   The management of resources configured to deliver the service

• B.  The management of resources needed to consume the service

• C.  The grouping of one or more services based on one or more products

• D.   The joint activities performed to ensure continual value co-creation

8.   Which   statement    about   a    ‘continual   improvement   register’    is CORRECT?

• A.   It should be managed at the senior level of the organization

• B.  It should be used to capture user demand

• C.  There should only be one for the whole organization

• D.   It should be re-prioritized as ideas are documented

9.   What are ’engage’, ‘plan’ and ‘improve’ examples of?

• A.   Service value chain activities

• B.   Service level management

• C.  Service value chain inputs

• D.   Change control

10.       Which statement about outcomes is CORRECT?

• A.   An outcome can be enabled by more than one output

• B.  Outcomes are how the service performs

• C.  An output can be enabled by one or more outcomes

• D.   An outcome is a tangible or intangible activity