Week 1 - Service Management in Practice

1. Which of the following is not a recognized source of IT best practices according to ITIL?

• Proprietary knowledge

• Industry standards

• Training

• Auditors

2. Which of the following is a reason an organization might want to adopt ITIL best practices?

• Advice on the technical specification of infrastructure

• Advice on business strategy

• Development of programming techniques

• Management of IT services and budgetary controls

3. Which of the following is the correct description of a service?

• Restores normal operations as soon as possible

• Delivers value to customers without ownership of specific costs and risks

• Investigates the underlying cause of issues

• Monitors targets according to contractual obligations

4. What is this? “The result of carrying out an activity, following a process, or delivering an IT service.”

• A procedure

• A work instruction

• An outcome

• An input

5. What is an IT service made up?

• A combination of information technology, people, and processes

• A combination of best practices, information technology, and outcomes

• A combination of best practices, outcomes, and inputs

• A combination of controls, outcomes, and inputs

6. Which of these is not a recognized type of service according to ITIL?

• Core service

• Supplier service

• Enabling service

• Enhancing service

7. Which of these statements is/are correct?

        1. Internal services are delivered between departments or business units within the same organization.

        2. External services are those delivered to an external customer.

• 1 only 

• 2 only

• Both

• Neither

8. Which of these statements describes an IT service provider?

• A third-party service provider delivering components of services

• A business unit responsible for IT processes

• A function that provides controls for IT infrastructure

• A service provider that provides IT services to internal or external customers

9. How many service provider types does ITIL identify?

• 1

• 2

• 3

• 4

10. Which of these is not a characteristic of a process?

• Delivers functions

• Responds to a trigger

• Delivers a specific result

• Is measurable