Ch 1: Service Management as a Practice Flashcards Preview

ITIL Foundations 2011 / C846 > Ch 1: Service Management as a Practice > Flashcards

Flashcards in Ch 1: Service Management as a Practice Deck (10)
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1

Which of the following is not a recognized source of IT best practices according to ITIL?

Auditors

2

Which of the following is a reason an organization might want to adopt ITIL best practices?

Management of IT services and budgetary controls

3

Which of the following is the correct description of a service?

Delivers value to customers, without ownership of specific costs and risks

4

What is this? “The result of carrying out an activity, following a process, or delivering an IT service.”

An outcome

5

What is an IT service made up of?

A combination of information technology, people, and processes

6

Which of these is not a recognized type of service according to ITIL?

Supplier service

7

Which of these statements is/are correct?
1. Internal services are delivered between departments or business units within the same
organization.
2. External services are those delivered to an external customer.

1. Internal services are delivered between departments or business units within the same
organization.
2. External services are those delivered to an external customer.

8

Which of these statements describes an IT service provider?

A service provider that provides IT services to internal or external customers

9

How many service provider types does ITIL identify?

3
There are three types of IT service provider: Type I internally embedded within a business unit, Type II internally shared between business units, and Type III external.

10

Which of these is not a characteristic of a process?

Delivers functions