Review Questions

You can find the answers in Appendix A.

1. Which of the following is not a recognized source of IT best practices according to ITIL?

A. Proprietary knowledge

B. Industry standards

C. Training

D. Auditors

2. Which of the following is a reason an organization might want to adopt ITIL best practices?

A. Advice on the technical specification of infrastructure

B. Advice on business strategy

C. Development of programming techniques

D. Management of IT services and budgetary controls

3. Which of the following is the correct description of a service?

A. Restores normal operations as soon as possible

B. Delivers value to customers, without ownership of specific costs and risks

C. Investigates the underlying cause of issues

D. Monitors targets according to contractual obligations

4. What is this? “The result of carrying out an activity, following a process, or delivering an IT service.”

A. A procedure

B. A work instruction

C. An outcome

D. An input

5. What is an IT service made up of?

A. A combination of information technology, people, and processes

B. A combination of best practices, information technology, and outcomes

C. A combination of best practices, outcomes, and inputs

D. A combination of controls, outcomes, and inputs

6. Which of these is not a recognized type of service according to ITIL?

A. Core service

B. Supplier service

C. Enabling service

D. Enhancing service

7. 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.

A. 1 only

B. 2 only

C. Both

D. Neither

8. Which of these statements describes an IT service provider?

A. A third-party service provider delivering components of services

B. A business unit responsible for IT processes

C. A function that provides controls for IT infrastructure

D. A service provider that provides IT services to internal or external customers

9. How many service provider types does ITIL identify?

A. 1

B. 2

C. 3

D. 4

10. Which of these is not a characteristic of a process?

A. Delivers functions

B. Responds to a trigger

C. Delivers a specific result

D. Is measurable