ITIL Foundation quiz

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

• Service offering

• Service provision

• Service management

• Service consumption

What describes how components and activities work together to facilitate value creation?

• A service relationship

• The ITIL guiding principles

• The four dimensions of service management

• The ITIL service value

  system

Which practice makes new services available for use?

• Change enablement

• Deployment management

• • IT asset management

• Release management

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

• Executing improvement actions

• Performing baseline assessments

• Defining the improvement plan

• Understanding the business mission

hich guiding principle considers the importance of customer loyalty?

• Collaborate and promote visibility

• Focus on value

• Optimize and automate

• Start where you are

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

• The ability to discover and respond to failure earlier

• Standardization of practices and services

• Understanding the customer's perception of value

• Understanding the current state and identifying what can be reused

What can be used to determine if a service is 'fit for purpose'?

• Availability

• Warranty

• Utility

• Continuity

In service relationships, what is a benefit of identifying consumer roles?

• It enables effective stakeholder management

• It provides shared service expectations

• It removes constraints from the customer

• It enables a common definition of value

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

• To capture demand for incident resolution and service requests

• To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

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

• To support the agreed service quality by effective handling of all agreed user-initiated service requests

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

• Supplier management

• Problem management

• Service desk

• Relationship management