
ITIL v4 Challenge 1
Authored by Prem Jadhwani
Computers
Professional Development
Used 6+ times

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