ITSM Quiz
Authored by Jasmine Cullen
Information Technology (IT)
University
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29 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What was the main reason for the loss of a major customer in 2001?
Service expansion
Cost-cutting measures
Technological upgrades
Quality concerns
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Who demanded action after the loss of the major customer?
Senior executives
The service operations team
The marketing department
The customers
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What was the surprising solution proposed by the CIO?
Increase marketing efforts
Suspend new sales
Cut costs further
Hire more staff
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does service strategy define?
How to cut costs
How to achieve business outcomes
How to market services
How to hire employees
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which strategy focuses on offering a wide range of products at lower prices?
Focus Strategy
Innovation Strategy
Cost Leadership Strategy
Differentiation Strategy
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the first process under ITIL service strategy?
Financial Management for IT services
Strategy management for IT services
Demand Management
Service Portfolio Management
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does the service portfolio management process provide?
A detailed budget
An overview of services
Customer feedback
Market analysis
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