![placeholder image to represent content](/_next/image?url=%2Fassets%2Fquiz_default_logo.jpg&w=256&q=75)
ITSM.22.8.9-Final.Test
Quiz by Do Lai-Van
Feel free to use or edit a copy
includes Teacher and Student dashboards
Measure skillsfrom any curriculum
Measure skills
from any curriculum
Tag the questions with any skills you have. Your dashboard will track each student's mastery of each skill.
With a free account, teachers can
- edit the questions
- save a copy for later
- start a class game
- automatically assign follow-up activities based on students’ scores
- assign as homework
- share a link with colleagues
- print as a bubble sheet
40 questions
Show answers
- Q1Which ITIL guiding principle recommends using existing services, processes and tools when improving services?A. Progress iteratively with feedbackD. Focus on valueC. Start where you areB. Keep is simple and practical60s
- Q2Which practice coordinates the classification, ownership and communication of service requests and incidents?A. Supplier managementB. Service deskC. Problem managementD. Relationship management60s
- Q3What is warranty?C. The functionality offered by a product or service to meet a particular needD. The perceived benefits, usefulness and importance of somethingA. Assurance that a product or service will meet agreed requirementsB. The amount of money spent on a specific activity or resource60s
- Q4What are 'engage', `˜plan' and `˜improve' examples of?B. Service level managementA. Service value chain activitiesC. Service value chain inputsD. Change control60s
- Q5Which statement about outcomes is CORRECT?B. Outcomes are how the service performsA. An outcome can be enabled by more than one outputD. An outcome is a tangible or intangible activityC. An output can be enabled by one or more outcomes60s
- Q6Which statement about service desks is CORRECT?D. The service desk should escalate all technical issues to support and development teamsC. The service desk should remain isolated from technical support teamsB. The service desk should rely on self-service portals instead of escalation to support teamsA. The service desk should work in close collaboration with support and development teams60s
- Q7Which practice updates information relating to symptoms and business impact?C. Service request managementD. Incident managementB. Change controlA. Service level management60s
- Q8Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?B. IT asset managementA. Change controlC. Service deskD. Service request management60s
- Q9Which is NOT a component of the service value system?C. PracticesA. The guiding principlesB. GovernanceD. The four dimensions of service management60s
- Q10What is defined as a cause, or potential cause, of one or more incidents?C. Known errorA. ChangeD. ProblemB. Event60s
- Q11Which guiding principle recommends eliminating activities that do not contribute to the creation of value?B. Collaborate and promote visibilityC. Keep it simple and practicalD. Optimize and automateA. Start where you are60s
- Q12Which dimension considers how knowledge assets should be protected?C. Information and technologyD. Value streams and processesA. Organizations and peopleB. Partners and suppliers60s
- Q13What are the ITIL guiding principles used for?B. To direct and control an organizationC. To identify activities that an organization must perform in order to deliver a valuable serviceD. To ensure that an organization's performance continually meets stakeholders' expectationsA. To help an organization make good decisions60s
- Q14Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?A. Each iteration should be designed before starting the initiative and implemented without feedbackC. Feedback should be reduced for large improvements as it is unlikely that circumstances will changeB. Feedback should only be taken into account when one iteration fails to meet its objectiveD. Each iteration should be continually re-evaluated based on feedback60s
- Q15Which is a service request?C. Requesting an enhancement to an applicationA. Requesting a workaround for an issueD. Requesting investigation of a degraded serviceB. Requesting information about how to create a document60s