Section #1

Question 1

The ITIL Approach is

Answer 1

1. Vendor Neutral
2. Non-prescriptive
3. Best Practice

Question 2

Types of IT Service Providers

Answer 2

1. Internal
2. Shared
3. External

Question 3

List 3 stakeholders in service management

Answer 3

1. Customers
2. Users
3. Suppliers

Question 4

What is a Service?

Answer 4

Services are a means of delivering value by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

Question 5

What is an Outcome?

Answer 5

The result of carrying out an activity, following a process, or delivering an IT service.

Question 6

2 main points of Utility

Answer 6

1. Performance Supported

2. Constraints Removed

Question 7

4 Points of Warranty

Answer 7

1. Availability
2. Capacity
3. Continuous
4. Secure

Question 8

Common ITSM challenges

Answer 8

1. Services are intangible and difficult to measure
2. Demand is tightly coupled with customer assets
3. There is little or no buffer between the service provider and the customer
4. Service output and service capacity have a perishable nature

Question 9

How are Services Delivered?

Answer 9

Assets
Processes
Functions
Roles

Question 10

What is a Process?

Answer 10

A structured set of activities designed to accomplish a specific objective

Question 11

What are characteristics of a Process?

Answer 11

1. Measurability
2. Delivers specific results
3. Value to customers and stakeholders
4. Responsiveness to specific triggers

Question 12

What are 4 Generic Roles in Service Management?

Answer 12

1. Process Owner
2. Process Manager
3. Process Practitioner
4. Service Owner