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Exin ITIL-F - ITIL® Foundation

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Total 324 questions

Which of the following are classed as stakeholders in service management?

1. Customers

2. Users

3. Suppliers

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

A.

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B.

Public frameworks are always cheaper to adopt

C.

Public frameworks are prescriptive and tell you exactly what to do

D.

Proprietary knowledge has been tested in a wide range of environments

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A.

Business services

B.

Component services

C.

Supporting services

D.

Customer services

What is a service delivered between two business units in the same organization known as?

A.

Strategic service

B.

Delivered service

C.

Internal service

D.

External service

What are customers of IT services who do NOT work in the same organization as the service provider known as?

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

Which one of the following is the BEST definition of the term 'service management'?

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Which of the following is the best definition of service management?

A.

The ability to keep services highly available to meet the business needs

B.

A set of specialized organizational capabilities for providing value to customers in the form of services

C.

A complete set of all the documentation required to deliver world class services to customers

D.

An internationally recognized methodology to provide valuable services to customers

Which one of the following would NOT be defined as part of every process?

A.

Roles

B.

Inputs and outputs

C.

Functions

D.

Metrics

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A.

Business services

B.

Component services

C.

Supporting services

D.

Customer services

Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder

2. It defines activities that are executed by a single function

A.

Both of the above

B.

1 only

C.

Neither of the above

D.

2 only