ITIL 002

ITIL 002

9th - 12th Grade

40 Qs

quiz-placeholder

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ITIL 002

ITIL 002

Assessment

Quiz

Education

9th - 12th Grade

Practice Problem

Medium

Created by

Thanh Pham

Used 1+ times

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40 questions

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1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which practice owns and manages issues, queries and requests from users?

A.  Incident management
B.  Service desk
C.  Change control
D.  Problem management

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

A.  An IT asset
B.  A customer
C.  A configuration item (CI)
D.  A user

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which stakeholders co-create value in a service relationship?

A.  Investor and supplier
B.  Consumer and provider
C.  Provider and supplier
D.  Investor and consumer

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which describes normal changes?

A.  Changes that are low-risk and pre-authorized
B.  Changes that need to be scheduled and assessed following a process
C.  Changes that are typically initiated as service requests
D.  Changes that must be implemented as soon as possible

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is the expected outcome from using a service value chain?

A.  Service value streams
B.  Customer engagement
C.  Value realization
D.  The application of practices

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which statement about outcomes is CORRECT?

A.  Outcomes are one or more services that fulfill the needs of a service consumer
B.  Service providers help service consumers achieve outcomes
C.  Outcomes help service consumers achieve outputs
D.  Helping service consumers achieve outcomes reduces service provider costs

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which skill is an essential part of the 'service level management' practice?

A.  Technical knowledge
B.  Listening
C.  Diagnosis
D.  Problem analysis

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