Lesson Six: ITIL Practices Overview

Question 1

The purpose of the _______________ practice is to protect the information needed by the organization to conduct its business.

A: Incident management
B: Information security management
C: IT asset management
D: Monitoring and event management

Answer 1

B: Information security management

(This includes understanding and managing risks to the Confidentiality, Integrity and availability of Information (CIA), )

Question 2

The purpose of the ________________ is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

A: Supplier management
B: Continual improvement
C: Relationship management
D: Project management

Answer 2

C: Relationship management

(The relationship management practice ensures that:
Stakeholders’ needs are understood, and products and services are prioritized.
Stakeholders’ satisfaction is high
Customers’ priorities for new or changed products alignment with desired business outcomes.
Stakeholders’ complaints and escalations are handled)

Question 3

Which of the following is NOT a key advantage for supplier management.

A: Create closer, more collaborative relationships.
B: Support decision-making about the purchase
C: Uncover and realize new value.
D: Reduce risk of failure.

Answer 3

B: Support decision-making about the purchase