ITIL Initiation - Full quizz

Which of these is a DIRECT benefit of having a Service Desk?

• Customer Service Level Requirements are established

• All the information in the CMDB is kept up to date.

• Changes taking place are properly coordinated

• Technical support staff are less likely to be interrupted to deal with user’s calls

What is a service?

• A service is a team or a group of people associated with tool and resources

• A service is a means of delivering values

• A service is a set of activities to provide a result

• A service is a set of responsibility assigned to a person or a team

Value is defined not only in terms of the customer’s Business outcomes; it is also highly dependent on?

• The maturity of the IT processes

• The customer’s perceptions

• Managing the cost of service provision

• Effective resource utilisation

Which of the following is an objective of business relationship management?

• To identify patterns of business activity.

• To secure funding to manage the provision of services

• To ensure high levels of customer satisfaction

• To ensure strategic plans for IT services exist

Which of the following BEST describes service strategies value to the business?

• Allows higher volumes of successful change

• Reduction in the duration and frequency of service outages

• Reduction in unplanned costs through optimized handling of service outages

• Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Which of the following is NOT a process within the Service Design publication?

• Service Portfolio Management

• Service Level Management

• Service Catalogue Management

• Supplier Management

Which of the following is the best description of a document that details the initial requirements of the customer in terms of business needs?

• The Business Service Catalogue

• Service Level Agreement (SLA)

• Service Level Requirements (SLR)

• Service Overview Analysis (SOA)

What is the capacity manager responsible for?

• Ensure that the service is delivered in a cost effective and timely manner in the level targets.

• Ensure the service is available

• Ensure that the database capacity is enough for the next 6 months

• Ensure the the supplier is respecting his commitment

Which of the following is NOT an objective of Release and Deployment Management?

• To ensure there are comprehensive release and deployment plans

• To ensure all changes to services are reviewed in a controlled manner

• To ensure minimal unpredicted impact when deploying new services

• To ensure releases are deployed efficiently and on schedule

What is the correct sequence for the following activities within the Normal Change process?

1. Create and record the RFC

2. Authorize and schedule the Change

3. Assess and evaluate the RFC

4. Review and close the Change record

5. Co-ordinate the Change implementation

• 1, 2, 3, 4, 5

• 1, 3, 5, 4, 2

• 2, 1, 3, 5, 4

• 1, 3, 2, 5, 4