ITIL v4 Challenge 1
Authored by Prem Jadhwani
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9 questions
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1.
MATCH QUESTION
2 mins • 1 pt
Correctly Order the Service Value Chain Components
User
The most suitable term to describe the functionality of a service
Problem
A cause or potential cause of one or more incidents
Service Relationship Management
A person who uses the IT service on a day-to-day basis
Service Management
A set of specialized organizational capabilities for enabling value for customers in the form of services
Outcome
A process that ensures that service providers and service consumers continue to create value together
2.
LABELING QUESTION
2 mins • 5 pts
Drag and Drop the correct ITIL Guiding Principles
Think and Work Holistically
Optimize and Automate
Start Where You Are
Keep it Simple and Practical
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?
Error Control
Problem Control
Problem Identification
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.
Configuration Item (CI)
Any component which needs to be managed in order to deliver an IT service
Known Error
A problem that has a documented root cause and a workaround
Outcome
Incoming inquiries that ask for access to applications, software licenses, password resets, or new hardware
Service Requests
A result for a stakeholder enabled by one or more outputs
Service Provider
They provide the expertise, knowledge, resources, tools, and technologies required to deliver quality products or services to customers
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