ITIL Quiz 2

Question 1

Marty leads a group of people who perform the specialized work of his organization. What term best describes this group?

Answer 1

Function

Question 2

When using the RACI framework, what does the A stand for?

Answer 2

Accountable

Question 3

Greg leads a service providing function within an organization. His team provides services that they market within the business to internal customers, who may choose to use them or not. What type of service provider is Greg?

Answer 3

Shared service unit

Question 4

What financial management activity forecasts income and expenses?

Answer 4

Budgeting

Question 5

In which one of the following cases would you NOT create a service design package?

Answer 5

Implementation of an emergency change to a service

Question 6

Priscilla’s organization is a technology service provider that uses external service providers to help deliver on its commitments to its own customers. What type of agreement typically covers this type of relationship?

Answer 6

UC

Question 7

Frances detects the presence of malicious software on a system in her organization. What type of event has occurred?

Answer 7

Exception

Question 8

Under the ITIL framework, which one of the following does NOT result in an outcome?

Answer 8

Writing documentation

Question 9

What are the two components of value creation in the ITIL framework?

Answer 9

Price and function

Question 10

What is the correct ordering of the elements of the knowledge management model?

Answer 10

Data, Information, Knowledge, Wisdom