ITIL 4 Lesson One: IT Service Management

Question 1

A description of one or more services, designed to address the needs of a target consumer group. may include goods, access to resources, and service actions.
A: Service relationship
B: Service relationship management
C: Service Offering

Answer 1

C: Service Offering

Question 2

A cooperation between a service provider and service
consumer. Includes; service provision, service consumption,
and service relationship management.
A: Service relationship
B: Service relationship management
C: Service Offering

Answer 2

A: Service relationship

Question 3

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
A: Service relationship
B: Service relationship management
C: Service Offering

Answer 3

B: Service relationship management

Question 4

The means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.
A: Service Provision
B: Service
C: Service consumption

Answer 4

B: Service

Question 5

Activities performed by an organization to provide
services.
A: Service Provision
B: Service
C: Service consumption

Answer 5

A: Service Provision

Question 6

Activities performed by an organization to consume
services.
A: Service Provision
B: Service
C: Service consumption

Answer 6

C: Service consumption

Question 7

The functionality offered by a product
or service to meet a particular need.
A: Warranty
B: Utility

Answer 7

B: Utility “What the service does”

Question 8

Assurance that a product or service
will meet agreed requirements.
A: Warranty
B: Utility

Answer 8

A: Warranty “how the service performs”

Question 9

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
A: Customer
B: User
C: Sponsor

Answer 9

A: Customer

Question 10

The role that uses services.
A: Customer
B: User
C: Sponsor

Answer 10

B: User

Question 11

The role that authorizes budget for service consumption
A: Customer
B: User
C: Sponsor

Answer 11

C: Sponsor

Question 12

A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
A: Stakeholder
B: Organization

Answer 12

B: Organization

Question 13

A person or organization that has an interest or involvement in
an organization, product, service, practice, or other entity.
A: Stakeholder
B: Organization

Answer 13

A: Stakeholder

Question 14

The perceived benefits, usefulness, and importance of
something.
A: Output
B: Value
C: Outcome

Answer 14

B: Value

Question 15

A tangible or intangible deliverable of an activity.
A: Output
B: Value
C: Outcome

Answer 15

A: Output

Question 16

A result for a stakeholder enabled by one or more
outputs.
A: Output
B: Value
C: Outcome

Answer 16

C: Outcome

Question 17

A service provider suggests that their service will have 99.9% availability. What is this an example of?

A: Warranty of a service
B: Value
C: Pass/Fail Rate
D: Exceptional Service Management

Answer 17

A: Warranty of a service

Question 18

A service provider describes a package that includes a mobile phone, with network access and 24/7 phone support. What is this an example of?

A: Service offering
B: Warranty
C: Capability
D: Service Value System

Answer 18

A: Service Offering

Question 19

Identify the missing word(s) in the following sentence: An organization is a person or a group of people that has its own functions with _____________ to achieve its objectives?

A: Funding
B: Responsibilities, Authorities and Relationship
C: Customers, Users and Sponsors
D: Approval

Answer 19

B: Responsibilities, Authorities and Relationship

Question 20

Which describes products?

A: Configuration of an organizations resources
B: Network Access
C: A tangible or intangible deliverable of an activity
D: Components of the Service Value System

Answer 20

A: Configuration of an organizations resources

Question 21

Which is the best definition of a customer?

A: The person who authorizes spending money
B: A person who produces outputs used in future projects
C: A person who delivers needed materials
D: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Answer 21

D: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Question 22

The ultimate value of a service is determined by?

A: The sponsor
B: The supplier
C: The end-user
D: The customer

Answer 22

D: The customer

Question 23

A service provider suggests that their service recovery will be within 24 hours in the event of a disaster. What is that an example of?

A: fit for purpose situation
B: Warranty of a service
C: Removed constraints
D: Utility of a service

Answer 23

B: Warranty of a service

Question 24

Which describes products?

A: Components of the Service Value System
B: A tangible or intangible deliverable of an activity
C: Configuration of an organizations resources
D: Network Access

Answer 24

C: Configuration of an organizations resources