1.) IT Service Management using the ITIL Framework is more important than achieving the Business Objectives?
I disagree with this statement
I agree with this statement
I need to check with my Manager
2.) The “end user” according to the way ITIL defines it is the person or group who uses the IT service.
I disagree with this statement
I agree with this statement
ITIL does not define the term end user
3.) ITIL focuses on people, organization and technology?
I disagree with this statement
I agree with this statement
4.) Your manager has asked you to investigate better ways to get to understand what the business requirements are for IT. Which of the following processes are you going to use?
Service Desk
Incident Management
Service Level Management
Availability Management
5.) Once we have our ITIL processes in place there is no need to worry about how we do things. The ITIL processes will take care of everything.
I agree with this statement
I disagree with this statement
6.) Of the following what would be the best definition of IT Service Management?
Maintenance of technical infrastructure to ensure customer expectations are managed and met or exceeded.
Creation of best practice processes that are repeatable and ensure all staff have a common understanding of terms to be used.
Proper use of People, Process and Technology to ensure IT Service Delivery matches Business requirements in an efficient and effective manner.
7.) List the Service Support processes and the one Functional area:
Service Desk, Release, Incident, Availability, Configuration, Change
Service Desk, Release, Incident, Problem, Continuity, Change
Service Desk, Release, Incident, Problem, Configuration, Change
Help Desk, Release, Incident, Problem, Configuration, Change
8.) Which are the Service Delivery processes?
Availability, Incident, Change, Release, Configuration
Availability, Capacity, Financial Management for IT Services, IT Service Continuity, Service Level Management
Financial Management for IT Services, Configuration, Availability, Service Level Management
IT Service Continuity Management, Service Desk, Change, Service Level Management, IT Service Continuity Management
9.) The “customer” according to the way ITIL defines it is the person or group who pays for the IT service
I disagree with this statement
I agree with this statement
ITIL does not define the term customer
10.) Quality – what are the 4 steps of a CONTINUOUS IMPROVEMENT quality life cycle?
PLAN, DO, CHECK, ACT
DO, MANAGE, PLAN, UPDATE
CHECK, ACT, ACTION, ACTIVITY
ACTION, STRATEGY, MANAGE, MOTIVATE
11.) The ITIL processes, defined in the Service Support and Service Delivery sets don’t have any overlap or interfaces to each other?
True
False
12.) Consider the following
i) Enables the organisation to predict the money required to run the IT service
ii) Reduces the risk of overspending
iii) Ensures that actual spend can be compared with predicted spend
Which is the most appropriate description of these functions?
Charging
Budgeting
Accounting
Billing
13.) ITIL is actually a collection of material (the L stands for Library). There may be debate over the exact scope of ITIL, but for most purists these areas, comprise ITIL. We tend to consider ITIL as only being Service Delivery and Service Support. These two are at the core of ITIL and what we focus most of our attention on. What are the major parts of the IT Infrastructure Library?
Security Management
ICT Infrastructure Management
Service Support & Service Delivery
Applications Management & Software Asset Management
Planning to Implement Service Management
The Business Perspective
14.) Which of the following is not a process within the Service Support set?
Incident Management
Release Management
Service Desk
Configuration Management
15.) What is the name of the first level of globally recognized certification for an individual in IT Service Management?
ITIL Practitioner
ITIL Managers
ITIL Foundations
ITIL Best Practice Expert
