Ch 1: Service Management as a Practice

Question 1

Which of the following is not a recognized source of IT best practices according to ITIL?

Answer 1

Auditors

Question 2

Which of the following is a reason an organization might want to adopt ITIL best practices?

Answer 2

Management of IT services and budgetary controls

Question 3

Which of the following is the correct description of a service?

Answer 3

Delivers value to customers, without ownership of specific costs and risks

Question 4

What is this? “The result of carrying out an activity, following a process, or delivering an IT service.”

Answer 4

An outcome

Question 5

What is an IT service made up of?

Answer 5

A combination of information technology, people, and processes

Question 6

Which of these is not a recognized type of service according to ITIL?

Answer 6

Supplier service

Question 7

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.

Answer 7

1. Internal services are delivered between departments or business units within the same
   organization.
2. External services are those delivered to an external customer.

Question 8

Which of these statements describes an IT service provider?

Answer 8

A service provider that provides IT services to internal or external customers

Question 9

How many service provider types does ITIL identify?

Answer 9

3
There are three types of IT service provider: Type I internally embedded within a business unit, Type II internally shared between business units, and Type III external.

Question 10

Which of these is not a characteristic of a process?

Answer 10

Delivers functions