Q: Which of these statements describes an IT service provider?
A business unit responsible for IT processes
A third-party service provider delivering components of services
A service provider that provides IT services to internal or external customers
A function that provides controls for IT infrastructure
Q: Which of the following stages of the Service Lifecycle is MOST concerned with defining policies and objectives?
Service Desk
Service Transition
Service Strategy
Service Design
Q: Which of the followings are the TWO main components of ITIL Service Management?
Service Support and Service Delivery
Service Operation and Service Support
Service Support and Service Desk
Service Support and Service Provider
Q: Functions are BEST described as?
Projects focusing on makeover
Self-Contained units of organizations
Closed loop systems
An organization of knowledge
Q: Which of the following is the implementation and management of quality IT services meeting the requirements of the business?
IT service continuity management
IT operations management
IT service management
IT service management forum
Q: Which of the following is NOT a goal of ITIL Service Management?
It ensures that IT services are aligned to the needs of users.
It improves availability and stability of services.
It improves communication within IT and with users.
It improves efficiency of external processes.
Q: Which of the following is NOT a key characteristic of ITIL?
Non-proprietary
Non-prescriptive
Good practice
Non-management
Q: Which of the following is the difference between the benefit achieved and the amount expended to achieve that benefit?
EOI
POI
ROI
VOI
Q: Which of the following stages of the Service Lifecycle is MOST concerned with defining policies and objectives?
Service Strategy
Service Transition
Service Desk
Service Design
Q: Which of the following is the CORE of the Service Lifecycle?
Service Operation
Service Transition
Service Strategy
Service Design
Q: Which of the following is the core structure of ITIL?
A Service Lifecycle
An Infrastructure Lifecycle
An IT Management Lifecycle
An IT Lifecycle
Q: What are the names of people who have an interest in an organization, project, IT service, etc?
Process owner
User profile
Customer care
Stakeholder
Q: Which of the following works for a different business to the IT service provider?
External customer
Internal customer
Public customer
Private customer
Q: Which of the following may have both internal and external customers?
Infrastructure service
IT service provider
Facility provider
External sourcing
Q: Which of the following works for the same business as the IT service provider?
In-sourcing agent
IT service manager
Internal customer
Internal manager
Q: Which of the following refers to outsourcing?
External service provider
Shared service provider
Business service provider
Internal service provider
Q: Which of the following uses an internal service provider to manage IT services?
Internal case
Internal sourcing
Internal user
Internal customer
Q: Which of the following includes metrics about actual service levels and trends?
Decision reports
Management reports
Choice reports
Test reports
Q: Which of the following activities is NOT handled by IT Operations Management?
Facility management
Maintenance of a technical infrastructure
Output management
Console management
Q: Which of the following statements about ITIL Services is NOT true?
It is description of management processes.
It is technical recommendations.
It is assessment guidelines.
It is recommendation of their implementation.
Q: Which of the following is not a recognized source of IT best practices according to ITIL?
Proprietary knowledge
Industry standards
Training
Auditors
Q: Which of the following is a reason an organization might want to adopt ITIL best practices?
Advice on the technical specification of infrastructure
Advice on business strategy
Development of programming techniques
Management of IT services and budgetary controls
Q: Which of the following is the correct description of a service?
Restores normal operations as soon as possible
Delivers value to customers, without ownership of specific costs and risks
Investigates the underlying cause of issues
Monitors targets according to contractual obligations
Q: What is this? "The result of carrying out an activity, following a process, or delivering an IT service."
A procedure
A work instruction
An outcome
An input
Q: What is an IT service made up of?
combination of information technology, people, and processes
A combination of best practices, information technology, and outcomes
A combination of best practices, outcomes, and inputs
A combination of controls, outcomes, and inputs
Q: Which of these is not a recognized type of service according to ITIL?
Core service
Supplier service
Enabling service
Enhancing service
Q: Which of these statements is/are correct?
1. Internal services are delivered between departments or business units within the same organization.
2. External services are those delivered to an external customer.
1 only
2 only
Both
Neither
Q: Which of these statements describes an IT service provider?
A third-party service provider delivering components of services
A business unit responsible for IT processes
A function that provides controls for IT infrastructure
A service provider that provides IT services to internal or external customers
Q: How many service provider types does ITIL identify?
1
2
3
4
Q: Which of these is not a characteristic of a process?
Delivers functions
Responds to a trigger
Delivers a specific result
Is measurable
Q: What is ITIL?
Rules for achieving recognized IT standards
Good advice about how to manage IT services
Advice on managing projects
Advice on the technical requirements for infrastructure
Q: What is an IT service provider?
An internal IT department
An external outsourced IT department
Either an internal IT department or an external IT department
A business unit
Q: Who "owns" ITIL?
The U.S. government
Microsoft
The U.K. government
The Open Group
Q: Which of these is not a stage in the ITIL service lifecycle?
Service design
Service implementation
Continual service improvement
Service operation
Q: A service must provide which of the following to deliver business value?
Sufficient capacity, the agreed level of security, and alignment to the organization's project management methodology
Sufficient capacity and the agreed level of security
The agreed level of security and alignment to the organization's project management methodology
The agreed level of security.