Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
A.
All of the above
B.
1 and 3 only
C.
1 and 2 only
D.
2 and 3 only
All of the above
Which one of the following would NOT be defined as part of every process?
A.
Roles
B.
Inputs and outputs
C.
Functions
D.
Metrics
Functions
Which one of the following is the BEST definition of the term 'service management'?
A.
A set of specialized organizational capabilities for providing value to customers in the form of services
B.
A group of interacting, interrelated, or independent components that form a unified whole, operating
together for a common purpose
C.
The management of functions within an organization to perform certain activities
D.
Units of organizations with roles to perform certainactivities
A set of specialized organizational capabilities for providing value to customers in the form of services
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
A.
Business services
B.
Component services
C.
Supporting services
D.
Customer services
Supporting services
Which of the following is best definition of IT service management?
A.
An internal service provider that is embedded within a business unit
B.
A complete set of all the documentation required to deliver world class services to customers
C.
Technical implementation of supporting IT infrastructure components
D.
The implementation and management of quality IT services that meet business needs
The implementation and management of quality IT services that meet business needs
What are customers of IT services who do NOT work in the same organization as theservice provider known as?
A.
Strategic customers
B.
External customers
C.
Valued customers
D.
Internal customers
External customers
Which reason describes why ITIL is so successful?
A.
Thefive ITIL volumes are concise
B.
It is not tied to any particular vendor platform
C.
It tells service providers exactly how to be successful
D.
It is designed to be used to manage projects
It is not tied to any particular vendor platform
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A.
Both of the above
B.
1 only
C.
Neither of theabove
D.
2 only
1 only
What type of services are NOT directly used by the business but are required by the service provider to
delivercustomer facing services?
A.
Business services
B.
Component services
C.
Supporting services
D.
Customer services
Supporting services
What is the act of transforming resources and capabilities into valuable service better known as?
A.
Service management
B.
Incident management
C.
Resource management
D.
Service support
Service management
Which one of the following is NOT a characteristic of a process?
A.
It ismeasurable
B.
It delivers specific results
C.
It responds to specific events
D.
It structures an organization
It structures an organization
What would you call the groups of people who have an interest in the activities, targets, resources and
deliverables from service management?
A.
Employers
B.
Stakeholders
C.
Regulators
D.
Accreditors
Stakeholders
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