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40 Qs

quiz-placeholder

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ITIL 005

ITIL 005

Assessment

Quiz

Education

9th - 12th Grade

Hard

Created by

Thanh Pham

FREE Resource

40 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is a configuration item?
A.  Any financially valuable component that can contribute to delivery of an IT product or service
B.  Any component that needs to be managed in order to deliver an IT service
C.  Any change of state that has significance for the management of a service
D.  A problem that has been analyzed but has not been resolved

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?].
A.  existing information
B.  new methods
C.  additional measurements
D.  revised processes

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which dimension of service management considers the workflows and controls needed to deliver services?
A.  Organization and people
B.  Information and technology
C.  Partners and suppliers
D.  Value streams and processes

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A.  Start where you are
B.  Focus on value
C.  Think and work holistically
D.  Optimize and automate

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which statement about the ‘incident management’ practice is CORRECT?
A.  It identifies the cause of major incidents.
B.  It authorizes changes to resolve incidents.
C.  It maintains detailed procedures for diagnosing incidents.
D.  It resolves the highest impact incidents first.

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

How should an organization prioritize incidents?
A.  Ask the user for their preferred resolution timeframe.
B.  Assess the availability of the appropriate support team.
C.  Use an agreed classification which is based on the business impact of the incident.
D.  Create an order of incidents based on the dates and times when they were logged.

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which is a purpose of the ‘relationship management’ practice?
A.  To systematically observe services and service components
B.  To protect the information needed by the organization to conduct its business
C.  To be the entry point and single point of contact for the service provider with all of its users
D.  To identify, analyze, monitor, and continually improve links with stakeholders

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