IT Certification Exam Topic 3 Quiz
18 Questions
0 Views

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

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?

    <p>Availability management</p> Signup and view all the answers

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

    <p>To improve products, services, and practices across the value chain</p> Signup and view all the answers

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

    <p>Organizations and people</p> Signup and view all the answers

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

    <p>Implementing new services and processes</p> Signup and view all the answers

    Which statement about incident management is true?

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

    What is the primary purpose of service level management?

    <p>To understand and align with customer requirements</p> Signup and view all the answers

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

    <p>Utility</p> Signup and view all the answers

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

    <p>Using complex technical terminology</p> Signup and view all the answers

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

    <p>Understanding the organization's vision</p> Signup and view all the answers

    What is the purpose of guiding principles in an organization?

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

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

    <p>A service desk agent providing user support</p> Signup and view all the answers

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

    <p>Value streams and processes</p> Signup and view all the answers

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

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

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

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

    Which statement about value streams is correct?

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

    More Like This

    Use Quizgecko on...
    Browser
    Browser