Foundation

Question 1

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

Answer 1

dependent on

Question 2

Who developed ITIL?

Answer 2

The U.K. government

Question 3

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

Answer 3

value

Question 4

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

Answer 4

best practices

Question 5

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

Answer 5

Strategy

Question 6

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

Answer 6

A user.

Question 7

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

Answer 7

A role.

Question 8

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

Answer 8

Process owner

Question 9

True or false:

All processes share a common set of characteristics.

Answer 9

True

Question 10

True or false:

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

Answer 10

True

Question 11

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

Answer 11

Service strategy

Question 12

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

Answer 12

Service strategy

Question 13

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

Answer 13

Service strategy

Question 14

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

Answer 14

Service strategy

Question 15

Utility is defined as what?

Answer 15

Fit for purpose

Question 16

Warranty is defined as what?

Answer 16

Fit for use

Question 17

Warranty requires assurance of which areas?

Answer 17

Availability, capacity, security, and continuity

Question 18

True or false:

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

Answer 18

True

Question 19

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

Answer 19

Service portfolio

Question 20

True or false:

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

Answer 20

True

Question 21

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

Answer 21

True

Question 22

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

Answer 22

Influencing user behavior

Question 23

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

Answer 23

True

Question 24

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

Answer 24

False

Question 25

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

Answer 25

True

Question 26

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

Answer 26

False

Question 27

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

Answer 27

False

Question 28

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

Answer 28

SLA | Service Level Agreement

Question 29

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____________.

Answer 29

contract

Question 30

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

Answer 30

IT service provider

Question 31

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

Answer 31

OLA | Operational Level agreement

Question 32

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

Answer 32

True

Question 33

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

Answer 33

Service-level agreement

Question 34

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

Answer 34

True

Question 35

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

Answer 35

Service-level manager