Overview

Question 0

What are the five books of IT service management?

Answer 0

Service Strategy 
Service Design 
Service Transition 
Service Operation 
Continual Service Improvement

Question 1

What is the definition of a service?

Answer 1

A means of delivering value to customer by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Question 2

Define service management

Answer 2

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

Question 3

What are the benefits of using the ITIL framework?

Answer 3

Increased user and customer satisfaction
Improved service availability
Financial savings from improved resource management and usage
Improved time to market for new products and services
Improved decision making and reduced risk

Question 4

What is a process?

Answer 4

A structured dry if activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs.

Question 5

Define function

Answer 5

A team or group of people and the tools or other resources they use to carry out one or more processes or activities.

Question 6

What are the generic roles defined by ITIL?

Answer 6

Process owner
Process manager
Process practitioner
Service owner

Question 7

What type of services exist in itil?

Answer 7

Core
Enabling
Enhancing

Question 8

Name the 3 types of service providers

Answer 8

Type I - internal
Type II - internal to multiple groups or departments
Type III - external

Question 9

Name the of processes

Answer 9

Measurable
Respond to a trigger
Deliver specific results
Deliver to a customer or stakeholder