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ITIL > Foundation > Flashcards

Foundation Flashcards

1
Q

Complete the sentence by filling in the missing word: IT service management is important for organizations because businesses are _______ IT.

A

dependent on

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2
Q

Who developed ITIL?

A

The U.K. government

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3
Q

Complete the sentence by filling in the missing word: ITIL is a framework of common best practices that provide ___________for customers.

A

value

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4
Q

Complete the sentence by filling in the missing word: Service management provides a standardized approach that ensures ______for IT delivery.

A

best practices

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5
Q

Which service lifecycle stage is considered to be the core of the lifecycle?

A

Strategy

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6
Q

A person who uses an IT service on a daily basis is known as what?

A

A user.

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7
Q

A set of responsibilities, activities, or authorities assigned to a person or team is known as what?

A

A role.

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8
Q

The role responsible for ensuring a process is carried out correctly is known as what?

A

Process owner

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9
Q

True or false:

All processes share a common set of characteristics.

A

True

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10
Q

True or false:

The RACI matrix is used to understand the allocation of roles and responsibilities for an activity.

A

True

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11
Q

“How do we truly create value for our customers?” is a question answered by which lifecycle stage?

A

Service strategy

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12
Q

“How can we make a case for strategic investment?” is a question answered by which lifecycle stage?

A

Service strategy

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13
Q

“How do we resolve conflicting demands for resource?” is a question answered by which lifecycle stage?

A

Service strategy

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14
Q

“What services should we be offering and to whom?” is a question answered by which lifecycle stage?

A

Service strategy

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15
Q

Utility is defined as what?

A

Fit for purpose

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16
Q

Warranty is defined as what?

A

Fit for use

17
Q

Warranty requires assurance of which areas?

A

Availability, capacity, security, and continuity

18
Q

True or false:

A service asset is defined as any resource or capability of a service provider.

A

True

19
Q

Service pipeline, service catalog, and retired services are elements of which service management tool?

A

Service portfolio

20
Q

True or false:

Demand management considers the patterns of business activity to understand demand for services.

A

True

21
Q

True or false: Demand management may provide techniques for influencing demand for services.

A

True

22
Q

What is the technique called differential charging used for as part of financial management?

A

Influencing user behavior

23
Q

True or false: Measurement and metrics are part of the five major aspects of service design.

A

True

24
Q

True or false: People, process, products, and partners are four principles used to manage strategic outcomes.

A

False

25
Q

True or false: Service management systems and tools are part of the five key aspects of service design.

A

True

26
Q

True or false: Service design is solely concerned with the day-to-day enhancements and changes to service.

A

False

27
Q

True or false: Service design is free to design according to the technical needs of the IT department.

A

False

28
Q

A written agreement between customers and IT service providers is known as what?

A

SLA

Service Level Agreement

29
Q

Complete the sentence by filling in the missing word: A legally binding agreement between IT service provider and a third party is called a supplier____________.

A

contract

30
Q

An organization providing services to one or more internal or external customers is called what?

A

IT service provider

31
Q

An underpinning agreement between IT service providers and another part of the same organization that assists with the provision of services is called what?

A

OLA

Operational Level agreement

32
Q

True or false: A supplier is a third party responsible for supplying goods or services that are required to deliver IT services.

A

True

33
Q

Service description, service availability, and service review schedules are all terms you would expect to find documented in which type of agreement?

A

Service-level agreement

34
Q

True or false: An SLA is a documented agreement between the customer and the IT service provider. It must be signed by both parties.

A

True

35
Q

Service monitoring, conducting service reviews, and managing customer complaints are all part of the responsibilities of which role?

A

Service-level manager

ITIL (1 decks)

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