ITIL Quiz 1 0 123456789101112131415 Created by aboozarkordi ITIL Quiz 1 1 / 15 1. Define ‘utility’ in the context of ITIL V4. A) Providing support B) Managing IT infrastructure C) Incident resolution D) Functionality to meet needs Utility refers to the functionality offered by a product or service to meet a particular need. 2 / 15 2. What is the primary purpose of the ITIL Service Value System (SVS)? A) Develop software B) Ensure activities create value C) Manage IT assets D) Resolve incidents The SVS aims to ensure that the organization’s activities and components work together to create value. 3 / 15 3. How does ITIL V4 define ‘service relationship management’? A) Joint activities for value co-creation B) Incident resolution C) Service request management D) Asset management It involves joint activities performed by a service provider and a service consumer to ensure continual value co-creation. 4 / 15 4. In the context of ITIL V4, who are the main parties involved in service management? A) Service provider and consumer B) Customers and suppliers C) Management and staff D) IT department and users The main parties are the service provider and the service consumer. 5 / 15 5. In ITIL V4, what is the importance of ‘engage’ in the service value chain? A) Change implementation B) Incident resolution C) Understanding stakeholder needs D) Service design Engage ensures a good understanding of stakeholder needs, continual engagement, and transparency. 6 / 15 6. What role does governance play in the ITIL Service Value System? A) Developing applications B) Managing incidents C) Implementing technical solutions D) Aligning with objectives and needs Governance ensures alignment with organizational objectives and stakeholder needs. 7 / 15 7. What does ‘value co-creation’ mean in ITIL V4? A) Consumer uses services B) Provider delivers value C) Joint creation of value D) Value determined by provider Value co-creation means that value is jointly created by the service provider and the consumer. 8 / 15 8. What is the ‘service value chain’ in ITIL V4? A) A problem-solving approach B) A list of IT assets C) Operating model for services D) A monitoring tool The service value chain provides an operating model for creating, delivering, and improving services. 9 / 15 9. Define the term ‘stakeholder’ in ITIL V4. A) Individual or organization with an interest B) Service consumer C) Service provider D) IT department member A stakeholder is any individual or organization that has an interest or involvement in an organization, product, service, practice, or other entity. 10 / 15 10. How does ITIL V4 describe ‘warranty’? A) Cost reduction B) Operational efficiency C) Problem resolution D) Assurance of meeting requirements Warranty is the assurance that a product or service will meet agreed-upon requirements. 11 / 15 11. Explain the ‘focus on value’ guiding principle. A) Automate everything B) Reduce costs C) Increase system performance D) Understand and meet customer needs This principle emphasizes understanding and meeting customer needs and expectations. 12 / 15 12. Describe the concept of ‘outcome’ in ITIL V4. A) A user request B) A technical solution C) A resolved incident D) A result enabled by outputs An outcome is a result enabled by one or more outputs. 13 / 15 13. How does ITIL V4 define a ‘service’? A) Managing IT infrastructure B) Delivering value by facilitating outcomes C) Providing technical support D) Resolving incidents A service is a means of delivering value to customers by facilitating outcomes they want to achieve. 14 / 15 14. What is a key outcome of effective service relationship management? A) Continual value co-creation B) Incident resolution C) Cost reduction D) Technical support It ensures continual value co-creation between the service provider and the consumer. 15 / 15 15. What is the function of the ‘plan’ activity in the service value chain? A) Service operation B) Shared understanding of vision and improvement C) Incident management D) Technical support The ‘plan’ activity ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services. Your score is LinkedIn Facebook Twitter VKontakte Restart quiz
