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Viewing questions 11-20 out of questions
Questions # 11:

Which reason describes why ITIL is so successful?

Options:
A.

The five ITIL volumes are concise

B.

It is not tied to any particular vendor platform

C.

It tells service providers exactly how to be successful

D.

It is designed to be used to manage projects

Expert Solution
Questions # 12:

Which of the following is an enabler of best practice?

Options:
A.

Standards

B.

Technology

C.

Academic research

D.

Internal experience

Expert Solution
Questions # 13:

Which of the following is best definition of IT service management?

Options:
A.

An internal service provider that is embedded within a business unit

B.

A complete set of all the documentation required to deliver world class services to customers

C.

Technical implementation of supporting IT infrastructure components

D.

The implementation and management of quality IT services that meet business needs

Expert Solution
Questions # 14:

Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder

2. It defines activities that are executed by a single function

Options:
A.

Both of the above

B.

1 only

C.

Neither of the above

D.

2 only

Expert Solution
Questions # 15:

What is a service delivered between two business units in the same organization known as?

Options:
A.

Strategic service

B.

Delivered service

C.

Internal service

D.

External service

Expert Solution
Questions # 16:

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options:
A.

Business services

B.

Component services

C.

Supporting services

D.

Customer services

Expert Solution
Questions # 17:

Which of the following is the best definition of IT service management?

Options:
A.

An internal service provider that is embedded within a business unit

B.

A complete set of all the documentation required to deliver world class services to customers

C.

Technical implementation of supporting IT infrastructure components

D.

The implementation and management of quality IT services that meet business needs

Expert Solution
Questions # 18:

What is the act of transforming resources and capabilities into valuable service better known as?

Options:
A.

Service management

B.

Incident management

C.

Resource management

D.

Service support

Expert Solution
Questions # 19:

Which of the following are reasons why ITIL is successful?

1. ITIL is vendor neutral

2. It does not prescribe actions

3. ITIL represents best practice

Options:
A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Expert Solution
Questions # 20:

Which of the following is the best definition of service management?

Options:
A.

The ability to keep services highly available to meet the business needs

B.

A set of specialized organizational capabilities for providing value to customers in the form of services

C.

A complete set of all the documentation required to deliver world class services to customers

D.

An internationally recognized methodology to provide valuable services to customers

Expert Solution
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