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Tuesday, January 3, 2012

Questions on ITIL Service Management


Question 1:

There are several sources of good practice including public frameworks, standards, and the proprietary knowledge of organisations and individuals. Which of the following statements are correct? (More than one may be correct)
1. Proprietary knowledge is difficult to replicate or transfer
2. Standards are only available through licensing agreements
3. Organisations should cultivate their own proprietary knowledge
4. Public frameworks are validated across multiple organisations

A. 1 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only

Question 2:

Which of the following best describes how services deliver value to customers?
A. Enabling the effective outsourcing of IT Services
B. Reducing the overall cost of IT Service provision
C. Facilitating the outcomes customers want to achieve
D. Ensuring successful project delivery to the business

Question 3:

ITIL has become the most widely accepted approach to Service Management in the world. Which of the following is Incorrect about Service Management?
A. Service Management is a professional practice supported by an extensive body of knowledge
B. Service Management is a set of specialised organisational capabilities for providing value to customers
C. Adoption of Service Management has grown primarily due to advances in tools and technology
D. Formal schemes exist for education, training and certification in Service Management

Question 4:

Which of the following statements are correct? (More than one may be correct)
1. Functions are specialised to perform certain types of work
2. Functions accumulate their own body of knowledge through experience
3. Functions improve coordination through developing their own processes
4. Functions provide structure and stability to organisations
A. 1 and 2 only
B. 1 and 4 only
C. 2, 3 and 4 only
D. 1, 2 and 4 only

Correct Answers:

Question 1: D
Question 2: C
Question 3: C
Question 4: D

ITIL Sample Questions Home Page

Questions on ITIL Service Management
Questions on ITIL Service Life Cycle
Questions on ITIL Service Strategy
Questions on ITIL Service Design
Questions on ITIL Service Transition
Questions on ITIL Service Operation
Questions on ITIL Continual Service Improvement
Questions on ITIL Processes
Questions on ITIL Technology and Architecture

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