IT Certification Exam Topic 3 Quiz

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Which ITIL dimension focuses on integrating and coordinating activities to create value for the organization?

Value streams and processes (correct)

Organizations and people

Information and technology

Partners and suppliers

Which ITIL practice is responsible for handling pre-defined, user-initiated service requests?

Change enablement

Deployment management

Service request management (correct)

Service configuration management

What helps an organization adapt ITIL concepts to its specific circumstances?

Continual improvement

Service value chain (correct)

Practices

All of the above

Which practice is concerned with ensuring service components meet agreed specifications and are available when needed?

Availability management Signup and view all the answers

What is the purpose of the continual improvement practice in ITIL?

To improve products, services, and practices across the value chain Signup and view all the answers

Which dimension focuses on the roles, skills, competencies, and responsibilities within an organization?

Organizations and people Signup and view all the answers

What is the primary focus of the 'design and transition' value chain activity?

Implementing new services and processes Signup and view all the answers

Which statement about incident management is true?

Low-impact incidents should be resolved efficiently to reduce resource requirements Signup and view all the answers

What is the primary purpose of service level management?

To understand and align with customer requirements Signup and view all the answers

Which term best describes the value or usefulness of a service?

Utility Signup and view all the answers

What should be avoided in service level agreements (SLAs) according to best practices?

Using complex technical terminology Signup and view all the answers

Which activity is NOT a primary concern of the 'design and transition' value chain activity?

Understanding the organization's vision Signup and view all the answers

What is the purpose of guiding principles in an organization?

To adapt ITIL concepts to the organization's specific circumstances Signup and view all the answers

Which of the following is an example of a service action mentioned in the text?

A service desk agent providing user support Signup and view all the answers

Which dimension of service management focuses on the workflows and controls required for service delivery?

Value streams and processes Signup and view all the answers

Which statement about value creating activities is correct according to the text?

Each value stream should have a specific combination of service value chain activities Signup and view all the answers

What is the primary role of guiding principles in ITIL service management?

To adapt ITIL concepts to the organization's specific circumstances Signup and view all the answers

Which statement about value streams is correct?

Each value stream should be designed with a specific combination of service value chain activities Signup and view all the answers