IT Service Management Quiz
- 1.ITIL stands for…
- A.
Information Technology infrastructure Library
- B.
Information infrastructure Technology Library
- 2.What is the benefit going for ISO 20000 certification?
- A.
Increases the growth & financial aspect of organization
- B.
Increases the value of Operational & Service Management
- C.
Improves Quality Products
- D.
All of the above
- 3.To which domain can ISO 20000 can be applied?
- A.
Activity Management
- B.
IT Component Management
- C.
IT Governance
- D.
IT Service Management
- 4.
- A.
Plan
- B.
Procedure
- C.
Process
- D.
Project
- 5.Which document is based on customer needs?
- A.
Operational Level Agreement
- B.
Service Level Requirements
- 6.IT Service Management needs to be planned to establish the objectives and processes necessary to deliver results in accordance with the customer requirements and the organization's policies.What should definitely be included in the IT Service Management plan?
- A.
The appropriate tools to support the processes
- B.
The interfaces between business processes
- C.
The procedure for dealing with emergency releases
- D.
The IT Service continuity procedures
- 7.What is the primary objective of defining a Quality Policy?
- A.
To document how legal obligations will be fulfilled
- B.
To document the quality intentions and the direction of the organization
- C.
To document the requirements of ISO 20000
- D.
To document the requirements of the customer as stated in the Service Level Agreement (SLA)
- 8.Which of these is not ITSM process framework?
- A.
ITIL
- B.
ISO 20000
- C.
COBIT
- D.
ISO 9001
- 9.What is not a service desk activity?
- A.
Applying temporary fixes
- B.
Registering Incidents
- C.
Relating an incident to a known error
- D.
Solving a problem
- 10.Which of these is not component of ISO 20K?
- A.
Service Delivery
- B.
Supplier Management
- C.
Decision Analysis
- D.
Configuration Management
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