WorksheetsINTRODUCTION TO ITIL
Total questions: 19
Worksheet time: 10mins
Name
Class
Date
1.
ITIL stands for __________
a)
Information technology infrastructure library
b)
Information technology information library
c)
Information technology important library
d)
Infoemation technology irregular library
2.
ITIL was developed by _____________
a)
ITSM
b)
CCTA
c)
HRTS
d)
PDCA
3.
ITIL was developed in the year ___________
a)
1980
b)
1970
c)
1972
d)
1982
4.
ITIL version 2 was published on ___________
a)
2001
b)
2006
c)
2004
d)
2000
5.
ITIL has __________ processes.
a)
26
b)
22
c)
20
d)
23
6.
In ITIL version 3 processes and functions are grouped into _____ volumes.
a)
5
b)
10
c)
30
d)
8
7.
The ________ means of delivering value to customers without requiring the customer to own specific costs and risks.
a)
Process
b)
Services
c)
Role
d)
Demand
8.
The ____________ is a set of specialized organizational capabilities for providing value to customers in a form of services.
a)
Demand management
b)
Portfolio Management
c)
Service management
d)
Risk management
9.
The specialized skills or abilities of an organization applies to resources in order to create value is known as ________.
a)
Capabilities
b)
Services
c)
Process
d)
Value
10.
The ______ is called fitness for purpose
a)
Services
b)
Utility
c)
Warranty
d)
Process
11.
The _______ is called fitness for use
a)
Utility
b)
Services
c)
Warranty
d)
Process
12.
HPSM stands for ____________.
a)
HP Services Manager
b)
Service management
c)
PNMS
d)
OTRS
13.
OTRS stands for ____________.
a)
HP Services Manager
b)
Service management
c)
PNMS
d)
Open Source Ticket Request System
14.
The ________are defined as structured sets of activities designed to achieve a specific objective
a)
Utility
b)
Services
c)
Warranty
d)
Process
15.
A __________is a set of responsibilities defined in a process and aligned to person or team.
a)
Utility
b)
Role
c)
Warranty
d)
Process
16.
The ______ is a commitment between a service provider and a client.
a)
Service Level Mangement
b)
Service Level Agreement
c)
Services
d)
Service Management
17.
The _______explains the business needs and the response from providers to those needs.
a)
Demand management
b)
Portfolio Management
c)
Service management
d)
Risk management
18.
The _____________ contain details of all services and their status.
a)
Demand management
b)
Service management
c)
Risk management
d)
Portfolio Management
19.
Service portfolio is designed by _____________
a)
Service portfolio
b)
Service design
c)
Service trainer
d)
Customers
100 %
