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| Section | Objectives |
|---|---|
| Service Management as a Practice | - Definition of service management - Key concepts and terminology |
| Generic Concepts and Definitions | - Models and principles used in ITIL - Common ITIL definitions |
| Selected Processes, Functions, and Roles | - Roles and responsibilities in service management - Key ITIL processes and their purpose |
| Technology and Architecture Supporting IT Service Management | - How technology facilitates ITIL practices - Overview of tools and technologies |
| The ITIL Service Lifecycle / Value System | - Service value system and components - Service lifecycle stages or value chain activities |
1. What is a service delivered between two business units in the same organization known as?
A) External service
B) Strategic service
C) Delivered service
D) Internal service
2. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
A) Service catalogue management
B) Service level management
C) Demand management
D) Service transition
3. What are customers of IT services who work in the same organization as the service provider known as?
A) Internal customers
B) Strategic customers
C) Valued customers
D) External customers
4. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A) Implementing service and process improvements
B) Reviewing measurements and metrics
C) Creating a baseline
D) Defining measurable targets
5. Which of the following activities are performed by a service desk?
1 . Logging details of incidents and service requests
2 . Providing first-line investigation and diagnosis
3 . Restoring service
4 . Implementing all standard changes
A) 2 and 4 only
B) 3 and 4 only
C) All of the above
D) 1, 2 and 3 only
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: D |
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