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WorksheetsITIL SERVICE LIFECYCLE
Total questions: 41
Worksheet time: 41mins
Name
Class
Date
1.
Value consists of two primary value __________ & _______________.
a)
Service & cost
b)
Training & Risk
c)
Utility & Warranty
d)
Analysis & Risk
2.
The ________tracking how money is actually spent by a Service Provider
a)
Charging
b)
Accounting
c)
Budgeting
d)
Value
3.
Planning how the money will be spent by a Service Provider is _________.
a)
Charging
b)
Accounting
c)
Budgeting
d)
Value
4.
Utility is pereceived by ________________.
a)
Customer
b)
Trainer
c)
Developer
d)
Retailer
5.
Services which are proposed or which are in development phase is called ______.
a)
Service pipeline
b)
Service catalogue
c)
Portfolio
d)
Retired services
6.
Services which are live or ready for deployment is called_________.
a)
Service pipeline
b)
Service catalogue
c)
Portfolio
d)
Retired services
7.
Services which are no longer functional______________.
a)
Service pipeline
b)
Service catalogue
c)
Portfolio
d)
Retired services
8.
The ___________ process is concerned with understanding, anticipating and influencing customer demand.
a)
Demand management
b)
Service portfolio
c)
Financial management
d)
Service operations
9.
The __________ provides guidance on how to design, develop and implement IT services as strategic assets.
a)
Service Strategy
b)
Service
c)
Service portfolio
d)
Service Design
10.
The _____ Provides guidance for the design and development of services and service management processes
a)
Service Design
b)
Service
c)
Service portfolio
d)
Service Strategy
11.
Task in execution ia called _________________.
a)
Process
b)
Design
c)
Maintenance
d)
Warranty
12.
_______________ provide transformation towards a goal, and utilize feedback for self reinforcing and self-corrective action, function as closed-loop systems.
a)
Process
b)
Design
c)
Maintenance
d)
Warranty
13.
The purpose of ________ Management is to provide a single source of consistant information on all agreed services.
a)
Service Catalogue
b)
Change
c)
Incident
d)
Supplier
14.
The _______ process-ensures that IT services meet agreed availability goals.
a)
Service Catalogue
b)
Availability Management
c)
Capacity
d)
IT security Management
15.
The _________ capacity management deals with forecasting and developing plans for future business needs.
a)
Business
b)
Service
c)
Component
d)
Catalogue
16.
In IT security Management,the _________assurance that the asset is only available to appropriate parties.
a)
Availability
b)
Confidentiality
c)
Integrity
d)
Authenticity
17.
In IT security Management,the _________assurance that the asset has not been modified by unauthorized parties.
a)
Availability
b)
Confidentiality
c)
Integrity
d)
Authenticity
18.
In IT security Management,the _________assurance that the asset may be utilized when required.
a)
Availability
b)
Confidentiality
c)
Integrity
d)
Authenticity
19.
In IT security Management,the _________assurance that the transactions and the identities of parties to transactions are genuine
a)
Availability
b)
Confidentiality
c)
Integrity
d)
Authenticity
20.
The goal of ________ Management process is to manage suppliers and the services they supply.
a)
Supplier
b)
Service Catalogue
c)
Change
d)
Incident
21.
The _____ Provides guidance for the improvement of capabilities and transitioning services into operation
a)
Service Transition
b)
Service Operations
c)
Service Design
d)
Service Strategy
22.
Every process delivers its primary results to a _________________.
a)
Customers
b)
Trainer
c)
Developer
d)
None
23.
A goal of __________ are to respond to the customers changing business requirement
a)
Change Management
b)
Incident Management
c)
Supplier Management
d)
Chain Management
24.
The ________ process is aimed at planning and coordinating use of resources to deploy a major release within the predicted cost, time and quality estimates
a)
Change Management
b)
Project Management
c)
Service management
d)
Continuity Management
25.
The ________ process includes the development and maintenance of custom applications .
a)
Change Management
b)
Project Management
c)
Service management
d)
Application Management
26.
The __________includes planning, designing, building, testing and deploying new software and hardware components in the live environment.
a)
Release and Deployment Management-It
b)
Project Management
c)
Service management
d)
Application Management
27.
The _________ ensures that deployed releases and the resulting services meet customer expectations
a)
Release and Deployment Management-It
b)
Project Management
c)
Service Validation and Testing
d)
Application Management
28.
The __________ is to maintain information about Configuration Items required to deliver an IT service, including their relationships.
a)
Release and Deployment Management-It
b)
Knowledge Management
c)
Service Validation and Testing
d)
Service Asset and Configuration Management
29.
The _________ is to gather, analyze, store and share knowledge and information within an organization.
a)
Release and Deployment Management-It
b)
Knowledge Management
c)
Service Validation and Testing
d)
Service Asset and Configuration Management
30.
The _____ is the formal proposal for a change to be made
a)
Request for Change
b)
Request for modify
c)
Request for edit
d)
Request for delete
31.
The _________ is responsible for the process goal and the results of the Process .
a)
Process Owner
b)
Customers
c)
Trainer
d)
Developer
32.
The _______ Provides guidance on service delivery and support so as to ensure value for the customer and service provider
a)
Service Operations
b)
Service Design
c)
Service Transition
d)
Service Strategy
33.
The _____________ are a means of structuring organizations so as to implement the specialization principle.
a)
Function
b)
Process
c)
Design
d)
Utility
34.
The ________monitors all events that occur through the IT infrastructure to allow for normal operation.
a)
Project Management
b)
Incident Management
c)
Event Management
d)
Problem Management
35.
The primary objective of __________ is to return the IT service to users as quickly as possible.
a)
Project Management
b)
Incident Management
c)
Event Management
d)
Problem Management
36.
The ________is used to grant authorized users the right to use a service while preventing access to unauthorized users.
a)
Access Management
b)
Incident Management
c)
Event Management
d)
Problem Management
37.
The _______ are to prevent Incidents from happening and to minimize the impact of incidents that cannot be prevented.
a)
Access Management
b)
Incident Management
c)
Event Management
d)
Problem Management
38.
The_________ function is responsible for managing organization’s day-to-day operational activities.
a)
Access Management
b)
IT Operational Control
c)
Event Management
d)
Problem Management
39.
The ______________ Improvement provides guidance on creating value for customers through better service management
a)
Continual Service
b)
Service Design
c)
Service Transition
d)
Service Strategy
40.
The _________ is defined as the uncertainty of outcome
a)
Risk
b)
manage
c)
HRTS
d)
ITSM
41.
The __________is to review business services and infrastructure services on a regular basis.
a)
Service Review
b)
Process Review
c)
Review
d)
Continual Improvement
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