ITIL v4 Challenge 1
Authored by Prem Jadhwani
Computers
Professional Development
Used 6+ times
AI Actions
Add similar questions
Adjust reading levels
Convert to real-world scenario
Translate activity
More...
Content View
Student View
9 questions
Show all answers
1.
MATCH QUESTION
2 mins • 1 pt
Correctly Order the Service Value Chain Components
Outcome
A cause or potential cause of one or more incidents
User
A process that ensures that service providers and service consumers continue to create value together
Service Management
The most suitable term to describe the functionality of a service
Problem
A set of specialized organizational capabilities for enabling value for customers in the form of services
Service Relationship Management
A person who uses the IT service on a day-to-day basis
2.
LABELING QUESTION
2 mins • 5 pts
Drag and Drop the correct ITIL Guiding Principles
Think and Work Holistically
Progress Iteratively with Feedback
Optimize and Automate
Start Where You Are
Keep it Simple and Practical
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which of these is the KEY stakeholder group that service providers should cooperate with?
Employees
Service Level Agreement (SLA)
Customers
Developers
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is the best way to fix major problems?
Try to fix the problem alone to avoid any disruption.
Ask a friend to take a look to see if a resolution can be found.
Hire someone to come and fix the problem.
Create a team that works together to solve a problem.
5.
REORDER QUESTION
2 mins • 3 pts
When approaching problem solving, we must complete the problem management steps in the correct order. What is the order?
Problem Identification
Error Control
Problem Control
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which one of these documents is a formal agreement between a service provider and a customer that outlines service quality, performance requirements, and responsibilities of the service provider?
Business Continuity Report (BCR)
Service Level Agreement (SLA)
Service Providers Handshake
Service Desk Contract
7.
MATCH QUESTION
3 mins • 5 pts
Match the following to the correct definitions.
Configuration Item (CI)
They provide the expertise, knowledge, resources, tools, and technologies required to deliver quality products or services to customers
Service Provider
Incoming inquiries that ask for access to applications, software licenses, password resets, or new hardware
Service Requests
A problem that has a documented root cause and a workaround
Known Error
Any component which needs to be managed in order to deliver an IT service
Outcome
A result for a stakeholder enabled by one or more outputs
Access all questions and much more by creating a free account
Create resources
Host any resource
Get auto-graded reports
Continue with Google
Continue with Email
Continue with Microsoft
or continue with
%20(1).png)
Apple
Others
By signing up, you agree to our Terms of Service & Privacy Policy
Already have an account?
