18 Questions
What is the correct sequence of activities in the incident management practice?
Problem identification, error control, problem control
What is the primary purpose of the 'IT asset management' practice?
Supporting decision-making about purchase, re-use, retirement, and disposal of assets
What is the most likely reason for a user to contact the service desk?
To report a problem using a mobile app
What is used to help define and measure performance?
A service level agreement
Which component focuses on the activities needed by an organization to co-create value?
Service value chain
Which dimension contributes to service integration and management?
Value streams and processes
When should measured data be used in the IT service lifecycle?
Always to support direct observation
Which ITIL practice is responsible for ensuring services continue to meet organizational needs?
Service level management
What should be considered when assessing the 'partners and suppliers' dimension?
The level of integration and formality of relationships
Which practice makes new services available for use?
Deployment management
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
Performing baseline assessments
Which guiding principle considers the importance of customer loyalty?
Focus on value
What is the primary objective of the problem management practice?
To reduce the likelihood and impact of incidents by identifying causes
What is a key requirement for a successful service level agreement?
It should be written in clear language for all parties
What is an example of a service request?
A request to access a file or database
Which dimension focuses on managing data in compliance with industry regulations?
Information and technology
What information should be produced by an organization using the ITIL continual improvement model?
A baseline of current capabilities
What is the primary goal of incident management?
To restore normal operation quickly and minimize business impact
Test your knowledge of ITIL service management practices, including service reviews, direct observation, and measurement. Learn how to ensure services meet organizational needs and improve results.
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