ITIL Quiz 4

Question 1

Which one of the following groups is not a stakeholder under the ITIL process?

Answer 1

Integrators

Question 2

What is the first step in the ITIL Continual Service Improvement process?

Answer 2

Identify the strategy for improvement

Question 3

Which one of the following types of access request would be handled through an ITIL Access Management process?

Answer 3

Granting access to the IT ticketing system

Question 4

What repository stores digital and physical copies of configuration items in the ITIL service management framework?

Answer 4

DML

Question 5

Which one of the following items is not designed during the Service Design phase of ITSM?

Answer 5

Frameworks

Question 6

What are the three components of value provided by a service?

Answer 6

Business outcomes, perceptions, and preferences

Question 7

What component of service strategy identifies the vision of an organization?

Answer 7

Perspective

Question 8

Dave is a software developer at Acme Corporation. In which one of the following IT service organization functions would Dave reside?

Answer 8

Application Management

Question 9

Under the ITIL framework, who is responsible for the operational management of a process or service?

Answer 9

Manager

Question 10

Which one of the following functions is NOT part of the ITIL service operation stage?

Answer 10

Information Security Management