ITIL Quiz 3

Question 1

Which one of the following statements best describes service management?

Answer 1

A set of specialized organizational capabilities for providing value to customers

Question 2

Victor accesses a web-based e-mail service on a daily basis as part of his work. The e-mail account is provided by a cloud service provider under contract to Victor’s company. In this scenario, how would Victor be described in the ITIL framework?

Answer 2

User

Question 3

Victor accesses a web-based e-mail service on a daily basis as part of his work. The e-mail account is provided by a cloud service provider under contract to Victor’s company. In this scenario, how would the cloud service provider be described under the ITIL framework?

Answer 3

Supplier

Question 4

What component of availability is typically measured using the Mean Time Between Failures (MTBF)?

Answer 4

Reliability

Question 5

What type of change can take place without obtaining approval from some or all of the CAB each time?

Answer 5

Standard change

Question 6

Response time for a server is an example of what type of metric?

Answer 6

Technology metric

Question 7

What part of an ITIL-focused service portfolio includes services that are under development or undergoing changes?

Answer 7

Service pipeline

Question 8

What value criterion do customers usually rely upon when choosing a service?

Answer 8

Utility

Question 9

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

Answer 9

Consulted

Question 10

Brenda is reviewing customer invoices to ensure that all of the customers served by her business unit were invoiced for those services. What ITIL activity is Brenda engaged in?

Answer 10

Charging