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ITIL Challenge 2

Authored by Prem Jadhwani

Computers

Professional Development

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ITIL Challenge 2
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12 questions

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1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which of these ensures that service providers and consumers continue to create value together by fostering a good relationship between them?

Partnership Relations Guiding Principles

Service Relationship Management

Partnership Management

Service Level Agreement

2.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

This role in ITIL is defined by an individual or entity that makes use of a service, product or technology to fulfill specific needs or tasks.

Vendor

Service Manager

Service Provider

User

3.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

This is a cause, or a potential cause of one or more incidents.

Provider

Insurance

Problem

Solution

4.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

What is the most suitable term to describe how functional a service is?

Probability of Success

Achievement Score

Outcome

Success Rate

5.

MATCH QUESTION

2 mins • 5 pts

Match the following terms to their definitions.

Service Relationship Management

Ensures service providers and service consumers are creating value together by building a good relationship.

Service Management

Serves as the foundation for decision making and helps to ensure that services are aligned with the organizations goals and customer needs.

3 Phases of Problem Management

This agreement should include several metrics that outline specific service requirements, and it should be made in a way that ensures a business focuses on outcomes and not operational results.

Service Level Agreement

  1. Problem Identification, Problem Control, and Error Control

Guiding Principles

Set of specialized organizational capabilities for enabling value for customers in the form of services.

6.

MATCH QUESTION

3 mins • 5 pts

Match the terms from the Service Value Chain with their definitions.

Engage

This activity includes activities such as service delivery, service operations, incident management, problem management, and service desk support to ensure that services are delivered and supported according to agreed-upon service levels and standards

Obtain/Build

This activity focuses on identifying opportunities for improvement, implementing changes, and measuring the impact of those changes to ensure that value is maximized

Plan

This activity involves establishing the organization's objectives and defining the strategic direction for delivering value through services.

Improve

This activity involves procuring, developing, and managing resources such as people, technology, and infrastructure to support service delivery

Deliver and Support

This activity involves building relationships with customers, users, partners, and other stakeholders to ensure that services are designed and delivered to meet their requirements effectively

7.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

When designing a process you must take into consideration situations that may merit exceptions within your design process. What would be the best way to handle situations that might not fit your organizational design?

Look at how other companies are managing those types of situations and handle them accordingly.

Discard the situation, and create a rule that your company cannot meet those requirements.

Use existing policies within your organization and try to make the situation fit.

Create policies to handle each situation at a general level.

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