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chapter 1 quiz ITIL v3
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1. Which of the following is INCORRECT with regard to Functions? Choose one answer.
a. Functions may access resources externally in order to provide the specific outcomes required from the functional unit.
b. A function is carried out by a person or a team. c. Coordination between functions through shared
processes is vital to avoid technical "silos". d. Functions are self contained units specializing in
performing specific types of work and are responsible for specific outcomes.
2. Which of the following is NOT one of the ITIL core publications?
Choose one answer. a. Service Design b. Service Transition c. Service Optimization d. Service Strategy
3. Select the correct attributes of an IT Service from the Customer
Perspective: Choose at least one answer. a. Is based on the use of Information Technology b. Consists of many parts which all need to be known to the
Customer. c. Is used to achieve a business outcome (goal). d. Provides business benefits without the risks of ownership.
4. Functions are best described as: Choose one answer.
a. Closed loop systems b. Self‐Contained units of organizations c. Focusing on transformation to a goal d. Without their own body of knowledge
5. The four stages of the Deming Cycle are? Choose one answer.
a. Plan, Do, Act, Audit b. Plan, Do, Check, Act c. Plan, Check, Re‐Act, Implement d. Plan, Measure, Monitor, Report
6. Which of the following statements regarding the Process Model is
INCORRECT? Choose one answer. a. The activity of planning and regulating a process, with the
objective of performing a process in an effective, efficient, and consistent manner is called Process Control.
b. A process is a structured set of coordinated activities that combine and implement resources and capabilities to produce an outcome which creates value for the customer.
c. Process activities will be affected by available resources and capabilities and by performance feedback after review of process outcomes.
d. Once a process is well controlled and managed, ongoing performance outcome reviews are no longer required.
7. Which statement best describes the concept of a "Service" in ITIL?
Choose one answer. a. A team, unit, or person that performs tasks related to a
specific process. b. A set of specialized organizational capabilities for
providing value to customers in the form of services. c. A means of delivering value to customers by facilitating
outcomes they want to achieve, without the ownership of specific costs and risks.
d. A logical concept referring to people and automated tools that execute a defined process, or an activity.
8. The ITIL V3 core is best described as? Choose one answer.
a. An IT Management Lifecycle b. An Infrastructure Lifecycle c. An Operations Lifecycle d. A Service Lifecycle
9. Which of the following statements is CORRECT about 'good
practice'? Choose one answer. a. It is always based on ITIL b. It is always documented in international standards c. It can be used to drive an organization forward d. It is something that is in wide industry use
10. Which of the following statements are CORRECT about Functions?
1. They provide structure and stability to organizations 2. They are self‐contained units with their own capabilities and resources 3. They rely on processes for cross‐functional coordination and control 4. They are costlier to implement compared to processes Choose one answer.
a. 1, 2 and 4 only b. All of the above c. None of the above d. 1, 2 and 3 only
11. John has been made Incident Manager by the IT Manager. Is this a
Function or a Role? Choose one answer. a. It is a Role b. It is a Function
12. What statement below best describes the concept of "Service
Management" in ITIL? Choose one answer. a. A logical concept referring to people and automated
measures that execute a defined process, an activity, or a combination thereof.
b. A team, unit, or person that performs tasks related to a specific process.
c. A set of specialized organizational capabilities for providing value to customers in the form of services.
d. A means of delivering value to customers by facilitating outcomes they want to achieve, without the ownership of specific costs and risks.
13. From the following select all of the correct statements relating to
frameworks of "good practice". Choose at least one answer. a. Public frameworks do not need to be validated or
reviewed by the organizations which choose to adopt them.
b. Knowledge regarding public frameworks is widely distributed in the professional community
c. ITIL, COBIT, PRINCE2, PMBOK, CMMI and eSCM‐SP are all examples of public frameworks
d. Companies which develop their own framework of "good practices" have the same advantages as if they had a adopted a public framework
14. True or False: The Service Owner can share accountability for a
service with one or more colleagues.
Answer: True False
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