ITIL Overview

Quiz
•
Professional Development
•
Professional Development
•
Hard
moradeke Akintola
Used 63+ times
FREE Resource
25 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
What is ITIL?
A set of best practices and guidance in IT Service Management
Led the IT Service Management (ITSM) industry with guidance, training and certification programmes for over 30 years
Designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The ability of an organization, person, process, application, configuration item or IT service to carry out an activity
Capability
Service
Value
3.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure
RACI model
Incident model
Continual service improvement (CSI) approach
The Deming Cycle
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Service transition contains detailed descriptions of which processes?
Change management, service asset and configuration management, release and deployment management
Change management, capacity management event management, service request management
Service level management, service portfolio management, service asset and configuration management
Service asset and configuration management, release and deployment management, request fulfillment
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
1 Plan, 2 Do, 3 Check, 4 Act
3 Plan, 2 Do, 4 Check, 1 Act
4 Plan, 3 Do, 1 Check, 2 Act
2 Plan, 3 Do, 4 Check, 1 Act
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the BEST description of an operational level agreement (OLA)?
An agreement between the service provider and another part of the same organization
An agreement between the service provider and an external organization
A document that describes to a customer how services will be operated on a day-to-day basis
A document that describes business services to operational staff
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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