QUIZ 1

Question 1

Which of the following is not a phase in the ITIL lifecycle

A. Service Optimization
B. Service Strategy
C. Service Operation
D. Service Design

Answer 1

1. A

Question 2

What is the RACI model used for?

A. Documenting the roles and relationships of stakeholders in a process or activity
B. Defining requirements for a new service or process C. Analyzing the business impact of an Incident
D. Creating a Balanced Scorecard showing overall status of service management

Answer 2

2. A

Question 3

Which of the following statements is CORRECT for all IT services?

A. They deliver resources and capabilities to customers
B. They deliver costs and risks to customers
C. They deliver business solutions to customers
D. They deliver value to customers

Answer 3

3. D

Question 4

4. Which of the following statements is CORRECT?
5. Only one person can be responsible for an activity
6. Only one person can be accountable for an activity
   A. Both of the above
   B. 1 only
   C. 2 only
   D. Neither of the above

Answer 4

4. C

Question 5

5. Which of the following are characteristics of every process?
6. It is measurable
7. It is timely
8. It delivers a specific result
9. It delivers its primary results to a stakeholder
   A. 1, 2, and 3 only
   B. 1, 2, and 4 only
   C. 1, 3, and 4 only
   D. All of the above

Answer 5

5. C

Question 6

6. What is Utility?

A. The visible benefit of a service to meet a particular need
B. Fitness for use
C. Defined by the service owner
D. Assurance that the service will work without any defects

Answer 6

6. A

Question 7

7. What is Warranty?

A. Fitness for purpose
B. Fitness for use
C. There will be no failures in applications
D. All service-related problems are fixed free of charge

Answer 7

7. B

Question 8

8. Which Service Provider type is concerned with providing IT services to customers outside the company?

A. Type I
B. Type II
C. Type III
D. Type IV

Answer 8

8. C

Question 9

9. Which of the following are sources of best practice?
10. Academic research
11. Internal experience
12. Industry practices
13. Standards
    A. All of the Above
    B. 1, 2, and 3 only
    C. 2, 3, and 4 only
    D. 1,2,and 4 only

Answer 9

9. A

Question 10

10. Which phase is all encompassing?

A. Service Strategy
B. Service Optimization
C. Service Transition
D. Continual Service Improvement

Answer 10

10. D