What does ITIL stand for?

Information Technology Infrastructure Library

What is a key benefit of applying the ITIL 4 framework in an organization?

Reduction in silo's amongst staff

How is output different from outcome?

Outcomes are results and outputs are tangible/intagibles

What is the definition of Service Management?

Specialized capabilities for enabling value for customers services

A product is ______________________?

A configuration of an organization's resources offer value for a consumer

What is the definition of utility?

Functionality offered by a product or service/fit for purpose

What does ITSM stand for?

Information Technology Service Management

Which are two key ITIL 4 Components?

Service Value System and Four Dimensions

Identify one of the responsibilities of a customer?

Taking responsibility for the outcomes of service consumption

A service relationship is between which two parties?

The service provider and the service consumer

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Introduction to ITIL

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Questions 13

Answers

1
What does ITIL stand for?
Information Technology Infrastructure Library
Information Test Interactive Library
Interactive Technology Information Library
2
What type of framework is ITIL 4 referred to?
A framework of governance
A framework of mandates
A framework of standards
A framework of best practices
3
What is the function of a sponsor?
Hiring subject matter stakeholders
Oversee service providers
Authorize budgets
Negotiate contracts with customers
4
What is a key benefit of applying the ITIL 4 framework in an organization?
Increased market share
Saving money
Better marketing
Reduction in silo's amongst staff
5
How is output different from outcome?
Outcomes are results and outputs are tangible/intagibles
Outputs add value and outcome do not add value
Outcomes are products and outputs are services
Outputs are results and outcomes are metrics
6
What is the definition of Service Management?
Specialized capabilities for enabling value for customers services
Technical and operational management of the business environment
Using service providers to support the infrastructure
Management of relationships and services
7
A product is ______________________?
Hardware and software
A set of configuration items
An output for customers
A configuration of an organization's resources offer value for a consumer
8
What is the definition of utility?
Assurance a product meets agreed requirements
Fit for use
Availability, continuity, and capacity
Functionality offered by a product or service/fit for purpose
9
What does ITSM stand for?
Interactive Total Service Management
Information Technology Service Management
Information Task System Mark
10
Which are two key ITIL 4 Components?
Service Value System and Four Dimensions
Customers and Stakeholders
ITSM and Best Practices
Relationships and Value
11
Identify one of the responsibilities of a customer?
Paying for services
Working with service providers
Taking responsibility for the outcomes of service consumption
Owning products and goods
12
A service relationship is between which two parties?
The service provider ad the sponsor
The service customer and the service user
The service customer and the service provider
The service provider and the service consumer
13
How can risk be defined?
Loss of products and services
The uncertainty of successful outcomes
An uncertain event
The uncertainty of outcome

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