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| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Lifecycle | - Continual Service Improvement
|
| Topic 2: Service Management as a Practice | - Concepts of service and value creation - Stakeholders and value co-creation |
| Topic 3: Key ITIL Functions and Roles | - Application management - Service desk - Technical management |
1. What should a service always deliver to customers?
A) Value
B) Applications
C) Infrastructure
D) Resources
2. A risk is:
A) Something that won't happen
B) Something that has happened
C) Something that might happen
D) Something that will happen
3. Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
A) Service Operation
B) Service Strategy
C) Service Design
D) Continual Service Improvement
4. Which of the following is an example of capabilities?
A) A software update downloaded automatically to all laptops in an organization
B) Calls to the service desk to register standard changes
C) Software to allow programmers to debug code
D) Menu driven range of facilities used to access service requests
5. What is the definition of an Alert?
A) An audit report that indicates areas where IT is not performing according to agreed procedures
B) A type of Incident
C) An error message to the user of an application
D) A warning that a threshold has been reached or that something has changed
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: D |
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