Service Management as a Practice

Question 1

How many service provider types does ITIL identify?

1

2

3

4

Answer 1

3

There are three types of IT service provider: Type I internally embedded within a business unit, Type II internally shared between business units, and Type III external.

Question 1

Which of these is not a characteristic of a process?

1. Delivers functions
2. Responds to a trigger
3. Delivers a specific result
4. Is measurable

Answer 1

1. Delivers functions

Functions are self-contained units of an organization with their own resources and capabilities to support an organization. Processes deliver value and define roles for the activities and decisions within that process.

Question 2

Which of these statements is/are correct?

1. Internal services are delivered between departments or business units within the same organization.
2. External services are those delivered to an external customer.
   
   1. 1 only
   2. 2 only
   3. Both
   4. Neither

Answer 2

3. Both

Both of these statements are correct.

Question 2

Define “IT service”

Answer 2

A service provided by an IT service provider. An IT service is made up of a combination of information technology, people and processes

Question 3

Which of the following is the correct description of a service?

1. Restores normal operations as soon as possible
2. Delivers value to customers, without ownership of specific costs and risks
3. Investigates the underlying cause of issues
4. Monitors targets according to contractual obligations

Answer 3

2. Delivers value to customers, without ownership of specific costs and risks

This is the ITIL definition of a service; all services should deliver value to the customer. A is the definition of incident management, C is an activity of problem management, and D is an activity of supplier management.

Question 5

What is an IT service made up of?

1. A combination of information technology, people, and processes
2. A combination of best practices, information technology, and outcomes
3. A combination of best practices, outcomes, and inputs
4. A combination of controls, outcomes, and inputs

Answer 5

1. A combination of information technology, people, and processes

This is the ITIL definition of the makeup of an IT service: the combination of processes (strategic, design, transition, operations, and improvement), the underlying infrastructure and applications the service is dependent on, and the roles required to support the service through the lifecycle

Question 7

Which of the following is not a recognized source of IT best practices according to ITIL?

1. Proprietary knowledge
2. Industry standards
3. Training
4. Auditors

Answer 7

4. Auditors

Auditors are not a recognized source of best practice; they are an external body brought in to check something specific. The other three answers are all sources of best practice.

Question 8

Which of the following is a reason an organization might want to adopt ITIL best practices?

1. Advice on the technical specification of infrastructure
2. Advice on business strategy
3. Development of programming techniques
4. Management of IT services and budgetary controls

Answer 8

4. Management of IT services and budgetary controls

ITIL is a service management process framework concerned with planning, designing, transitioning, operating, and improving IT services within budget.

Question 9

Which of these is not a recognized type of service according to ITIL?

1. Core service
2. Supplier service
3. Enabling service
4. Enhancing service

Answer 9

2. Supplier service

There is no “supplier service” type identified. If services are provided by external parties, they would be either core, enabling, or enhancing.

Question 10

Which of these statements describes an IT service provider?

1. A third-party service provider delivering components of services
2. A business unit responsible for IT processes
3. A function that provides controls for IT infrastructure
4. A service provider that provides IT services to internal or external customers

Answer 10

4. A service provider that provides IT services to internal or external customers

This is the ITIL definition for an IT service provider, providing IT services to customers.

Question 11

Define “Outcome”

Answer 11

The result of carrying out an activity, following a process, or delivering an IT service etc. The term is used to refer to intended results, as well as to actual results.

Question 12

What is this? “The result of carrying out an activity, following a process, or delivering an IT service.”

1. A procedure
2. A work instruction
3. An outcome
4. An input

Answer 12

3. An outcome

This is the ITIL definition of an outcome, the result of doing something.