ITIL v4 Challenge 1

ITIL v4 Challenge 1

Professional Development

9 Qs

quiz-placeholder

Similar activities

Error Codes Vocabulary

Error Codes Vocabulary

Professional Development

12 Qs

GOOGLE DRIVE

GOOGLE DRIVE

University - Professional Development

10 Qs

JavaScript Quiz

JavaScript Quiz

Professional Development

10 Qs

Redes Digitales de Información

Redes Digitales de Información

Professional Development

10 Qs

Trg@home 1

Trg@home 1

Professional Development

10 Qs

¿Qué se de Office 365?

¿Qué se de Office 365?

Professional Development

12 Qs

Topic Quiz-1 : Python Basics

Topic Quiz-1 : Python Basics

Professional Development

10 Qs

Análisis de Sistemas

Análisis de Sistemas

Professional Development

11 Qs

ITIL v4 Challenge 1

ITIL v4 Challenge 1

Assessment

Quiz

Computers

Professional Development

Practice Problem

Easy

Created by

Prem Jadhwani

Used 6+ times

FREE Resource

AI

Enhance your content in a minute

Add similar questions
Adjust reading levels
Convert to real-world scenario
Translate activity
More...

9 questions

Show all answers

1.

MATCH QUESTION

2 mins • 1 pt

Correctly Order the Service Value Chain Components

Service Management

A cause or potential cause of one or more incidents

Problem

The most suitable term to describe the functionality of a service

Outcome

A process that ensures that service providers and service consumers continue to create value together

User

A person who uses the IT service on a day-to-day basis

Service Relationship Management

A set of specialized organizational capabilities for enabling value for customers in the form of services

2.

LABELLING QUESTION

2 mins • 5 pts

Drag and Drop the correct ITIL Guiding Principles​ ​ ​ ​ ​

a
b
c
d
e

Keep it Simple and Practical

Optimize and Automate

Start Where You Are

Think and Work Holistically

Progress Iteratively with Feedback

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which of these is the KEY stakeholder group that service providers should cooperate with?

Employees

Service Level Agreement (SLA)

Customers

Developers

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is the best way to fix major problems?

Try to fix the problem alone to avoid any disruption.

Ask a friend to take a look to see if a resolution can be found.

Hire someone to come and fix the problem.

Create a team that works together to solve a problem.

5.

REORDER QUESTION

2 mins • 3 pts

When approaching problem solving, we must complete the problem management steps in the correct order. What is the order?

Problem Control

Problem Identification

Error Control

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which one of these documents is a formal agreement between a service provider and a customer that outlines service quality, performance requirements, and responsibilities of the service provider?

Business Continuity Report (BCR)

Service Level Agreement (SLA)

Service Providers Handshake

Service Desk Contract

7.

MATCH QUESTION

3 mins • 5 pts

Match the following to the correct definitions.

Outcome

They provide the expertise, knowledge, resources, tools, and technologies required to deliver quality products or services to customers

Service Requests

Incoming inquiries that ask for access to applications, software licenses, password resets, or new hardware

Configuration Item (CI)

Any component which needs to be managed in order to deliver an IT service

Known Error

A result for a stakeholder enabled by one or more outputs

Service Provider

A problem that has a documented root cause and a workaround

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Google

Continue with Google

Email

Continue with Email

Classlink

Continue with Classlink

Clever

Continue with Clever

or continue with

Microsoft

Microsoft

Apple

Apple

Others

Others

Already have an account?