Practice Quiz

IT Service Management Foundation Practice Test - Question List

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1. “A set of specialized organizational capabilities for providing value to customers in the form of services” is the official definition of:
  1. ITIL
  2. ITSM
  3. RACI
  4. Service Quality
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2. What are the four perspectives or attributes of IT Service Management (ITSM)?
  1. Protocols, People, Process, & Products/Technology
  2. Partners/Suppliers, Process, People, & Products/Technology
  3. Procurement, Policies, People, & Production Support
  4. Services Transition, Service Design, Service Strategy, & Service Operation
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3. Which perspective of ITSM takes into consideration the “soft” side of IT?
  1. Partners/Suppliers Perspective
  2. Products/Technology Perspective
  3. People Perspective
  4. Process Perspective
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4. In general, the benefits of IT Service Management (ITSM) include ensuring the IT services are aligned with the needs of the organization, that there are integrated and centralized processes, and the quality of the service is continuously monitored and improved. Which of the follow is not generally a benefit of ITSM?
  1. Metrics are collected to demonstrate how well the IT service is being delivered
  2. Helps cost-justify the services
  3. Satisfies the pre-requisite for an official ITSM Maturity Assessment
  4. Ensures that there are clear roles and responsibilities in provisioning the service
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5. ITIL stands for the Information Technology Infrastructure Library. Which are the five volumes that comprise ITIL?
  1. Service Strategy, Service Catalog Management, Service Transition, Service Operation, & Continual Service Improvement
  2. Service Strategy, Service Design, Service Transition, Service Operation, & Service Continuity Management
  3. Service Strategy, Service Design, Service Transition, Service Security, & Continual Service Improvement
  4. Service Strategy, Service Design, Service Transition, Service Operation, & Continual Service Improvement
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