Test
ITIL4 version 3
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Preguntas del test (10)
1What is the definition of a user?
- AA person who uses services
- BA person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
- CA person who authorizes budget for service consumption
- DA person who works for an organization other than the service provider
2Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational______ for enabling value for customers in the form of services.
- ARequirements
- BFunctions
- CCapabilities
- DProducts
3What is the definition of a configuration item (CI)?
- AA means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- BAny valuable component that can contribute to the delivery of an IT product or service
- CA particular set of settings or options on a given piece of equipment
- DAny component that needs to be managed in order to deliver an IT service
4Identify the missing word(s) in the following sentence. An incident is a(n)________ interruption to a service or reduction in the quality of a service.
- APlanned
- BUnplanned
- CScheduled
- DExpected
5What is the purpose of the 'deployment management' practice?
- AEnsuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
- BMaking new and changed services and features available for use
- CMoving new or changed hardware, software, documentation, processes, or any other service component to live environments
- DSupporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
6What is the purpose of the 'service level management' practice?
- AEstablishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
- BSupporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
- CEnsuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
- DSetting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
7What is defined as the practice of planning and managing the full lifecycle of all IT assets?
- AChange control
- BIT asset management
- CRelease management
- DDeployment management
8Identify the missing word in the following sentence. _______management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
- AAvailability
- BEvent
- CIncident
- DProblem
9Fill in the blank. _______ may simultaneously be removed from a service consumer and imposed on a service consumer. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider's servers instead.
- AValue
- BOutputs
- COutcomes
- DCosts
10Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?
- ACollaborate and promote visibility
- BThink and work holistically
- CFocus on value
- DProgress iteratively with feedback
Información
- Descripción
- Test sobre ITIL4 version 3, creado por Linh Phan Van el 06/12/2019.
- Autor
- Linh Phan Van
- Idioma
- English
- Visitas
- 490
- Etiquetas
- Valoración
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