INTRODUCTION TO ITIL

ITIL stands for __________

• Information technology infrastructure library
• Information technology information library
• Information technology important library
• Infoemation technology irregular library

ITIL was developed by _____________

• ITSM
• CCTA
• HRTS
• PDCA

ITIL was developed in the year ___________

• 1980
• 1970
• 1972
• 1982

ITIL version 2 was published on ___________

• 2001
• 2006
• 2004
• 2000

ITIL has __________ processes.

• 26
• 22
• 20
• 23

In ITIL version 3 processes and functions are grouped into _____ volumes.

• 5
• 10
• 30
• 8

The ________ means of delivering value to customers without requiring the customer to own specific costs and risks.

• Process
• Services
• Role
• Demand

The ____________ is a set of specialized organizational capabilities for providing value to customers in a form of services.

• Demand management
• Portfolio Management
• Service management
• Risk management

The specialized skills or abilities of an organization applies to resources in order to create value is known as ________.

• Capabilities
• Services
• Process
• Value

The ______ is called fitness for purpose

• Services
• Utility
• Warranty
• Process