ITIL Chapter 1 quiz

What is ITIL?

Good advice about how to manage IT services

Advice on managing projects

Advice on the technical requirements for infrastructure

Rules for achieving recognized IT standards
Explanation: Answer option A is correct.

ITIL is a framework of best practice advice based on processes for the management of IT services that provide value to the business.
Chapter: Service Management as a Practice

Which of these is not a characteristic of a process?

Responds to a trigger

Delivers a specific result

Is measurable

Delivers functions
Explanation: Answer option D is correct.

Functions are self-contained units of an organization with their own resources and capabilities to support an organization. Processes deliver value and define roles for the activities and decisions within that process.
Chapter: Service Management as a Practice
Objective: Review Questions

Q: Which of these statements is/are correct?

1. Internal services are delivered between departments or business units within the same organization.
2. External services are those delivered to an external customer.

2 only

1 only

Neither

Both
Explanation: Answer option D is correct.

Both of these statements are correct.
Chapter: Service Management as a Practice
Objective: Review Questions

Q: Functions are BEST described as?

An organization of knowledge

Closed loop systems

Self-Contained units of organizations

Projects focusing on makeover
Answer option C is correct.
Chapter: Service Management as a Practice
Objective: Best-Practice Approaches and ITIL

Q: Which of the following is the implementation and management of quality IT services meeting the requirements of the business?

IT service management forum

IT service continuity management

IT operations management

IT service management
Answer option D is correct.
Chapter: Service Management as a Practice
Objective: Best-Practice Approaches and ITIL

Q: Which of the following refers to outsourcing?