BIS104 - Revision Quiz

What does ITIL stand for?

• Information Technology Infrastructure Library
• International Technology Integration League
• Integrated Technical Infrastructure Library
• Internet Technology Implementation Library

What is the main focus of ITIL v4?

• IT project management
• IT service management
• Network infrastructure management
• Software development methodologies

How many dimensions are there in ITIL v4?

• 2
• 3
• 4
• 5

What is the purpose of the Continual Service Improvement (CSI) practice in ITIL v4?

• To monitor and improve the quality of IT services
• To manage and resolve incidents and service requests
• To design and implement new IT services
• To ensure effective change management processes

True or False: ITIL v4 focuses on a more holistic approach to service management, considering the entire service value chain.

• True
• False

Which ITIL guiding principle emphasizes the importance of focusing on value creation for both the service provider and the service consumer?

• Start where you are
• Progress iteratively with feedback
• Focus on value
• Collaborate and promote visibility

True or False: The guiding principle "Keep it simple and practical" suggests that simplicity should always be prioritized over efficiency and effectiveness.

• True
• False

Which ITIL guiding principle promotes the idea of working together and sharing knowledge and information across teams and departments?

• Optimize and automate
• Collaborate and promote visibility
• Think and work holistically
• Be transparent

Which of the following is NOT one of the four dimensions in ITIL v4?

• Organizations and people
• Information and technology
• Partners and suppliers
• Processes and procedures

Which activity in the Service Value Chain involves understanding the needs and expectations of customers?

• Plan
• Engage
• Design and Transition
• Improve