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ITIL Quiz

Functions are best described as self-contained units of organizations that focus on transforming resources into outcomes to achieve goals. They rely on processes for coordination and control between different functions. The Service Owner can share accountability for a service with one or more colleagues.

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Balaji Muthu
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262 views1 page

ITIL Quiz

Functions are best described as self-contained units of organizations that focus on transforming resources into outcomes to achieve goals. They rely on processes for coordination and control between different functions. The Service Owner can share accountability for a service with one or more colleagues.

Uploaded by

Balaji Muthu
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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WhichofthefollowingisINCORRECTwithregardtoFunctions? Chooseoneanswer. a. Functionsmayaccessresourcesexternallyinorderto providethespecificoutcomesrequiredfromthe functionalunit. b. Afunctioniscarriedoutbyapersonorateam. c. Coordinationbetweenfunctionsthroughshared processesisvitaltoavoidtechnical"silos". d. Functionsareselfcontainedunitsspecializingin performingspecifictypesofworkandareresponsiblefor specificoutcomes. WhichofthefollowingisNOToneoftheITILcorepublications? Chooseoneanswer. a. ServiceDesign b. ServiceTransition c. ServiceOptimization d. ServiceStrategy SelectthecorrectattributesofanITServicefromtheCustomer Perspective:Chooseatleastoneanswer. a. IsbasedontheuseofInformationTechnology b. Consistsofmanypartswhichallneedtobeknowntothe Customer. c. Isusedtoachieveabusinessoutcome(goal). d. Providesbusinessbenefitswithouttherisksofownership.

8. TheITILV3coreisbestdescribedas?Chooseoneanswer. a. AnITManagementLifecycle b. AnInfrastructureLifecycle c. AnOperationsLifecycle d. AServiceLifecycle WhichofthefollowingstatementsisCORRECTabout'good practice'?Chooseoneanswer. a. ItisalwaysbasedonITIL b. Itisalwaysdocumentedininternationalstandards c. Itcanbeusedtodriveanorganizationforward d. Itissomethingthatisinwideindustryuse

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10. WhichofthefollowingstatementsareCORRECTaboutFunctions? 1.Theyprovidestructureandstabilitytoorganizations 2.Theyareselfcontainedunitswiththeirowncapabilitiesand resources 3.Theyrelyonprocessesforcrossfunctionalcoordinationand control 4.Theyarecostliertoimplementcomparedtoprocesses Chooseoneanswer. a. 1,2and4only b. Alloftheabove c. Noneoftheabove d. 1,2and3only 11. JohnhasbeenmadeIncidentManagerbytheITManager.Isthisa FunctionoraRole?Chooseoneanswer. a. ItisaRole b. ItisaFunction 12. Whatstatementbelowbestdescribestheconceptof"Service Management"inITIL?Chooseoneanswer. a. Alogicalconceptreferringtopeopleandautomated measuresthatexecuteadefinedprocess,anactivity,ora combinationthereof. b. Ateam,unit,orpersonthatperformstasksrelatedtoa specificprocess. c. Asetofspecializedorganizationalcapabilitiesfor providingvaluetocustomersintheformofservices. d. Ameansofdeliveringvaluetocustomersbyfacilitating outcomestheywanttoachieve,withouttheownershipof specificcostsandrisks. 13. Fromthefollowingselectallofthecorrectstatementsrelatingto frameworksof"goodpractice".Chooseatleastoneanswer. a. Publicframeworksdonotneedtobevalidatedor reviewedbytheorganizationswhichchoosetoadopt them. b. Knowledgeregardingpublicframeworksiswidely distributedintheprofessionalcommunity c. ITIL,COBIT,PRINCE2,PMBOK,CMMIandeSCMSPareall examplesofpublicframeworks d. Companieswhichdeveloptheirownframeworkof"good practices"havethesameadvantagesasiftheyhada adoptedapublicframework 14. TrueorFalse:TheServiceOwnercanshareaccountabilityfora servicewithoneormorecolleagues. Answer: True False

4. Functionsarebestdescribedas:Chooseoneanswer. a. Closedloopsystems b. SelfContainedunitsoforganizations c. Focusingontransformationtoagoal d. Withouttheirownbodyofknowledge ThefourstagesoftheDemingCycleare?Chooseoneanswer. a. Plan,Do,Act,Audit b. Plan,Do,Check,Act c. Plan,Check,ReAct,Implement d. Plan,Measure,Monitor,Report WhichofthefollowingstatementsregardingtheProcessModelis INCORRECT?Chooseoneanswer. a. Theactivityofplanningandregulatingaprocess,withthe objectiveofperformingaprocessinaneffective,efficient, andconsistentmanneriscalledProcessControl. b. Aprocessisastructuredsetofcoordinatedactivitiesthat combineandimplementresourcesandcapabilitiesto produceanoutcomewhichcreatesvalueforthe customer. c. Processactivitieswillbeaffectedbyavailableresources andcapabilitiesandbyperformancefeedbackafter reviewofprocessoutcomes. d. Onceaprocessiswellcontrolledandmanaged,ongoing performanceoutcomereviewsarenolongerrequired. Whichstatementbestdescribestheconceptofa"Service"inITIL? Chooseoneanswer. a. Ateam,unit,orpersonthatperformstasksrelatedtoa specificprocess. b. Asetofspecializedorganizationalcapabilitiesfor providingvaluetocustomersintheformofservices. c. Ameansofdeliveringvaluetocustomersbyfacilitating outcomestheywanttoachieve,withouttheownershipof specificcostsandrisks. d. Alogicalconceptreferringtopeopleandautomatedtools thatexecuteadefinedprocess,oranactivity.

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