ITIL Quiz 1 Flashcards
Which one of the following best describes a service in the ITIL framework?
A means of delivering value to customers.
Which one of the following is not a characteristic of a process?
Processes respond to generic events.
Which function of an IT organization includes infrastructure administrators?
Technical management
What input answers the question “Where are we now?” when performing continuous service improvement?
Baseline assessments
What is the correct order of events in the Deming Cycle for business processes?
Plan-Do-Check-Act
What status should be assigned to an incident that is being investigated?
In Progress
Which one of the following processes is not part of the Service Design phase?
Service Portfolio Management
Why is the ITIL framework successful in most organizations where it is used?
It provides vendor-agnostic best practices.
Which one of the following best describes internal staff members of an organization who use IT services on a day-to-day basis?
Users
Which one of the following is not a responsibility of a service owner?
Respond to trouble tickets
