ITIL Sample Test 1 Notes

Question 1

A set of specialized organizational capablities for providing value to customers in the form of services.

Answer 1

Service Management

Question 2

Any item, such as, a service component or an asset of the organization which is under the control of Configuration Management is known as what?

Answer 2

Configuration Item

Question 3

Includes any item which, or will be, under the control of Configuration Management.

Answer 3

Configuration Item

Question 4

A _____ optimizes work methods by focusing on specific outcomes.

Answer 4

Function

Question 5

A _____ can be performed by as little as one person within an organization. In smaller organizations, single persons may be multifunctional. _____ hierarchies increase cross-functional coordination, eliminating silos within an organization.

Answer 5

Function

Question 6

What role is responsible for formally authorizing changes, and may delegate this responsibility to another role based on pre-defined parameters, such as risk and costs.

Answer 6

Change Authority

Question 7

Under CSI, what type of metrics are computed from component metrics?

Answer 7

Service Metrics

Question 8

Focused on component and application metrics such as performance and availability.

Answer 8

Technology Metrics

Question 9

CSF’s, KPI’s and activity metrics for the service management processes

Answer 9

Process Metrics

Question 10

These metrics are the result of the end-to-end service.

Answer 10

Service Metrics

Question 11

Technology, Process, and Service Metrics are needed for ______ activities.

Answer 11

CSI

Question 12

The activity of planning and regulating a process, with the objective of performing the process in an effective, efficient, and consistent manner.

Answer 12

Process Control