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WorksheetsITIL4 practice 1
Total questions: 20
Worksheet time: 20mins
Fill in the blank. A [?] is a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
Warranty
Outcome
Service
Service Offering
Which describes outcomes?
Tangible or intangible deliverables
Results for stakeholder
Functionality offered by a product or service
Configuration of an organization's resources
What term best describes a service that is 'fit for use'?
Utility
Value
Outcome
Warranty
What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
Organization
Customer
Service Provider
Consumer
Choose the right definition for a best practice
A way of working that has been proven to be successful by multiple organizations.
Activities performed by an organisation to consume services
Assurance that a product or service will meet agreed requirements.
A series of steps an organization undertakes to create and deliver products and services to consumers.
What is the definition of a service?
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
A person who authorizes budget for service consumption.
A person who uses services.
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Which ITIL concept describes governance?
The service value system
The service value chain
The four dimensions of service management
The seven guiding principles
Identify the missing word in the following sentence.The purpose of the ‘information security management’ practice is to ____ the organization’s information.
audit
protect
provide
store
Identify the missing word(s) in the following sentence.A service is a means of enabling value co-creation by facilitating ___ that customers want to achieve.
a. the utility
the utility
outputs
the warranty
outcomes
Jan is working as a service desk analyst. He just received a change request to create a new user account. What type of change would this be considered?
Critical
Normal
Standard
Low priority
Identify the missing word(s). A known error is a(n) [?] that has been analyzed but has not been resolved.
Scheduled
Problem
Event(s)
Change(s)
Which best describes a standard change?
A change that needs to be per-scheduled, assessed and authorized following a detailed process and needs to be approved by a change authority.
A change that must be implemented as soon as possible as it us urgent for the business.
A normally high-risk change that needs a detailed assessment by Service Manager
A low risk change and is typically implemented as a service request.
What is the definition of warranty?
A tangible or intangible deliverable that is produce by carrying out an activity.
The assurance that a product or service will meet agreed requirements.
A possible event that could cause harm or loss, or make it more difficult to achieve objectives.
The functionality offered by a product or service to meet a particular need.
Which practice is the responsibility of everyone in the organization?
Service Level Management
Continual Improvement
Change Control
Problem Management
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
Value
Warranty of a service
A service offering
An outcome
What are the two types of cost that a service consumer should evaluate?
The cost of purchasing software, and the cost of purchasing hardware
The cost or provisioning the service, and the cost of improving the service
The costs removed by the service, and the costs imposed by the service
The cost of creating the service, and the cost charge for the service
Which is NOT a key focus of the ‘information and technology’ dimension?
Security and compliance
Communication systems and knowlegde bases
Workflow management and inventory systems
Roles and responsabilities
What is defined as any valuable component that can contribute to the delivery of an IT product or service?
outcome
output
It asset
Configuration item
Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Outputs
Outcomes
Costs
Risks
What is an output?
A change of state that has a significance for the management of a configuration item.
A possible event that could cause harm or loss
A result for a stakeholder
Something created by carrying out an activity
