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ITIL (Information Technology Infrastructure Library) Bundle Test
ITIL (Information Technology Infrastructure Library) Bundle Test
[Show more]ITIL (Information Technology Infrastructure Library) Bundle Test
[Show more]governance - Answer the means by which an organization is directed and controlled 
 
service management - Answer A set of specialized organizational capabilities for providing value to customers in the form of services 
 
value - Answer the perceived benefits, usefulness, and importance of som...
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Add to cartgovernance - Answer the means by which an organization is directed and controlled 
 
service management - Answer A set of specialized organizational capabilities for providing value to customers in the form of services 
 
value - Answer the perceived benefits, usefulness, and importance of som...
Service Management - Answer A set of specialized organizational capabilities for enabling value for customers in the form of services 
 
Service Management - Answer A set of specialized organizational capabilities for enabling value for customers in the form of services 
 
Output - Answer Tang...
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Add to cartService Management - Answer A set of specialized organizational capabilities for enabling value for customers in the form of services 
 
Service Management - Answer A set of specialized organizational capabilities for enabling value for customers in the form of services 
 
Output - Answer Tang...
Which practice includes the classification and ownership of queries and requests from users? 
A. Service desk 
B. Incident management 
C. Change control 
D. Service level management - Answer A. "Service desks provide a clear path for users to report issues, queries, 
and requests, and have them a...
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Add to cartWhich practice includes the classification and ownership of queries and requests from users? 
A. Service desk 
B. Incident management 
C. Change control 
D. Service level management - Answer A. "Service desks provide a clear path for users to report issues, queries, 
and requests, and have them a...
PESTLE (list) - Answer Political 
Economic 
Social 
Technological 
Legal 
Environmental 
 
4 dimensions of service management - Answer organizations & people 
information & technology 
partners & suppliers 
value streams & processes 
 
components of the service value system - Answer inputs: 
...
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Add to cartPESTLE (list) - Answer Political 
Economic 
Social 
Technological 
Legal 
Environmental 
 
4 dimensions of service management - Answer organizations & people 
information & technology 
partners & suppliers 
value streams & processes 
 
components of the service value system - Answer inputs: 
...
service - Answer delivers value to customers, without ownership of specific costs and risks 
 
SACM - Answer Service Asset and Configuration Management 
 
SACM purpose - Answer Purpose is to ensure you have accurate, meaningful and relevant info about your asset 
 
Service Asset - Answer Any...
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Add to cartservice - Answer delivers value to customers, without ownership of specific costs and risks 
 
SACM - Answer Service Asset and Configuration Management 
 
SACM purpose - Answer Purpose is to ensure you have accurate, meaningful and relevant info about your asset 
 
Service Asset - Answer Any...
2) Which term describes the functionality offered by a service? 
 
A. Cost 
B. Utility 
C. Warranty 
D. Risk - Answer A. Incorrect. Cost is "The amount of money spent on a specific activity or resource." Ref 2.5.2 
B. Correct. Utility is "The functionality offered by a product or service...
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Add to cart2) Which term describes the functionality offered by a service? 
 
A. Cost 
B. Utility 
C. Warranty 
D. Risk - Answer A. Incorrect. Cost is "The amount of money spent on a specific activity or resource." Ref 2.5.2 
B. Correct. Utility is "The functionality offered by a product or service...
What is IT Service Management? - Answer A set of specialized organizational capabilities for enabling value to customers in the form of services. ITSM is the application of service management to IT. 
It is our discipline; how we all work together 
 
Organization - Answer A person or a group of ...
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Add to cartWhat is IT Service Management? - Answer A set of specialized organizational capabilities for enabling value to customers in the form of services. ITSM is the application of service management to IT. 
It is our discipline; how we all work together 
 
Organization - Answer A person or a group of ...
What is the effect of increased automation on the 'service desk' practice? - Answer Greater ability to focus on customer experience when personal contact is needed 
 
Which term describes the functionality offered by a service? - Answer Utility 
 
Which is the purpose of the 'monitoring and e...
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Add to cartWhat is the effect of increased automation on the 'service desk' practice? - Answer Greater ability to focus on customer experience when personal contact is needed 
 
Which term describes the functionality offered by a service? - Answer Utility 
 
Which is the purpose of the 'monitoring and e...
ITIL stands for ________________________________ - Answer IT Infrastructure Library 
 
Four Benefits of ITSM - Answer Non-Proprietary 
Non-Perscriptive 
Good Practices 
Best Practices 
 
Five Types of ITIL Certifications - Answer Foundation 
Practitioner 
Intermediate 
Expert 
Master 
 
Three ...
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Add to cartITIL stands for ________________________________ - Answer IT Infrastructure Library 
 
Four Benefits of ITSM - Answer Non-Proprietary 
Non-Perscriptive 
Good Practices 
Best Practices 
 
Five Types of ITIL Certifications - Answer Foundation 
Practitioner 
Intermediate 
Expert 
Master 
 
Three ...
What are the sources of Best Practice? - Answer Standards 
Industry Practices 
Academic Research 
Training & Education 
Internal Experience 
 
What are the enablers of Best Practice? - Answer Employees 
Customers 
Suppliers 
Advisors 
Technology 
 
Why is ITIL successful? - Answer ITIL is a...
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Add to cartWhat are the sources of Best Practice? - Answer Standards 
Industry Practices 
Academic Research 
Training & Education 
Internal Experience 
 
What are the enablers of Best Practice? - Answer Employees 
Customers 
Suppliers 
Advisors 
Technology 
 
Why is ITIL successful? - Answer ITIL is a...
ITIL - Answer best practice guidance for IT service management, began in England in the late 1980s, started as a series of books devoted to the systematic delivery of quality IT services 
 
itSMF - Answer IT Service Management Forum, global non-profit organization that supports ITSM, particularl...
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Add to cartITIL - Answer best practice guidance for IT service management, began in England in the late 1980s, started as a series of books devoted to the systematic delivery of quality IT services 
 
itSMF - Answer IT Service Management Forum, global non-profit organization that supports ITSM, particularl...
ITIL - Answer Describes how the components and activities of an organization interact to create value through IT-enabled services 
 
This formerly stood for "Information Technology Infrastructure Library" but is no longer an acronym - Answer ITIL 
 
ITIL Service Value System - Answer ITIL SV...
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Add to cartITIL - Answer Describes how the components and activities of an organization interact to create value through IT-enabled services 
 
This formerly stood for "Information Technology Infrastructure Library" but is no longer an acronym - Answer ITIL 
 
ITIL Service Value System - Answer ITIL SV...
Service management is defined as - Answer as a set of specialized organizational capabilities for 
enabling value to customers in the form of services. 
 
Value is the - Answer perceived benefits, usefulness and importance of something. 
 
Providers and Consumers Co-Create Value - Answer 
 
o...
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Add to cartService management is defined as - Answer as a set of specialized organizational capabilities for 
enabling value to customers in the form of services. 
 
Value is the - Answer perceived benefits, usefulness and importance of something. 
 
Providers and Consumers Co-Create Value - Answer 
 
o...
Four Dimensions Model - Answer The four dimensions model is a key component of the ITIL 4 framework that serves to ensure a holistic approach to service management. Each component of the SVS should be considered and evaluated according to all four dimensions, which consist of organizations and peo...
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Add to cartFour Dimensions Model - Answer The four dimensions model is a key component of the ITIL 4 framework that serves to ensure a holistic approach to service management. Each component of the SVS should be considered and evaluated according to all four dimensions, which consist of organizations and peo...
acceptance criteria - Answer A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders. 
 
Agile - Answer An umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that...
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Add to cartacceptance criteria - Answer A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders. 
 
Agile - Answer An umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that...
Which is NOT a source of best practice? 
 
a) Standards 
b) Technology 
c) Academic research 
d) Internal experience - Answer b) Technology 
 
Which three are the characteristics of ITIL guidance that help to make it successful? 
 
a) Prescriptive, best practice and solution specific 
b) Publicly ...
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Add to cartWhich is NOT a source of best practice? 
 
a) Standards 
b) Technology 
c) Academic research 
d) Internal experience - Answer b) Technology 
 
Which three are the characteristics of ITIL guidance that help to make it successful? 
 
a) Prescriptive, best practice and solution specific 
b) Publicly ...
IT Service Management Sources (Best practices) (4) - Answer 1. Public standards (i.e. ISO) 
2. Industry practices 
3. Academic research/education 
4. Internal experiences 
 
Pubic Practices Pros (3) - Answer 1. Ubiquitous 
 a. Widely distributed 
 b. Not tied to any specific technology or indus...
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Add to cartIT Service Management Sources (Best practices) (4) - Answer 1. Public standards (i.e. ISO) 
2. Industry practices 
3. Academic research/education 
4. Internal experiences 
 
Pubic Practices Pros (3) - Answer 1. Ubiquitous 
 a. Widely distributed 
 b. Not tied to any specific technology or indus...
A set of recommendations was developed by UK Government's __________ in the 1980's. - Answer Central Computer and Telecommunications Agency (CCTA) 
 
- 1989-96 (ITIL v1) 
- 2006 (ITIL v2) 
- 2007 (ITIL v3 aka ITIL 2007 Edition) 
- 2011 (ITIL v3 aka ITIL 2011 Edition) 
- 2019 (ITIL v4) - Answer ...
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Add to cartA set of recommendations was developed by UK Government's __________ in the 1980's. - Answer Central Computer and Telecommunications Agency (CCTA) 
 
- 1989-96 (ITIL v1) 
- 2006 (ITIL v2) 
- 2007 (ITIL v3 aka ITIL 2007 Edition) 
- 2011 (ITIL v3 aka ITIL 2011 Edition) 
- 2019 (ITIL v4) - Answer ...
The 5 Certification Levels within the ITIL v3 Scheme - Answer • Foundation 
• Practitioner 
• Intermediate 
• Expert 
• Master 
 
The 4 Certification Levels within the ITIL v4 Scheme - Answer • Foundation 
• Managing Professional 
• Strategic Leader 
• Master 
 
Foundation Leve...
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Add to cartThe 5 Certification Levels within the ITIL v3 Scheme - Answer • Foundation 
• Practitioner 
• Intermediate 
• Expert 
• Master 
 
The 4 Certification Levels within the ITIL v4 Scheme - Answer • Foundation 
• Managing Professional 
• Strategic Leader 
• Master 
 
Foundation Leve...
Which ITIL guiding principle recommends using existing services, processes and tools when improving services? - Answer Start Where You Are 
 
Which practice has a purpose that includes ensuring that risks have been properly assessed? - Answer Change control 
 
When should a full risk assessment ...
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Add to cartWhich ITIL guiding principle recommends using existing services, processes and tools when improving services? - Answer Start Where You Are 
 
Which practice has a purpose that includes ensuring that risks have been properly assessed? - Answer Change control 
 
When should a full risk assessment ...
Introduction questions - Answer Introduction answers 
 
Bloom levels tested in ITIL 4 Foundation exam - Answer - Bloom's level 1 (~77.5% of questions) involves "to remember" 
- Bloom's level 2 (~22.5% of questions) involves "to understand" 
 
Modules that must be completed to attain ITIL S...
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Add to cartIntroduction questions - Answer Introduction answers 
 
Bloom levels tested in ITIL 4 Foundation exam - Answer - Bloom's level 1 (~77.5% of questions) involves "to remember" 
- Bloom's level 2 (~22.5% of questions) involves "to understand" 
 
Modules that must be completed to attain ITIL S...
Deployment Management - Answer Which practice is responsible for moving components to live environments? 
 
Service Desk - Answer Which practice includes the classification and ownership of queries and requests from users? 
 
Service Level Management - Answer Which practice identifies metrics ...
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Add to cartDeployment Management - Answer Which practice is responsible for moving components to live environments? 
 
Service Desk - Answer Which practice includes the classification and ownership of queries and requests from users? 
 
Service Level Management - Answer Which practice identifies metrics ...
Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services. - Answer Capabilities 
 
What is the definition of a configuration item? - Answer Any component that needs to be manag...
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Add to cartIdentify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services. - Answer Capabilities 
 
What is the definition of a configuration item? - Answer Any component that needs to be manag...
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