ITIL V3 Exam Preparation

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| By Blackwellj23
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Blackwellj23
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Quizzes Created: 1 | Total Attempts: 1,362
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  • 1/5 Questions

    There are several steps in the Deming Circle in order to achieve improved quality.  Which of the following answers list the activities in the correct order?

    • Execute-Act-Check-Plan
    • Plan-Execute-Check-Act
    • Act-Plan-Do-check
    • Plan-Do-Check-Act
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About This Quiz

Prepare for the ITIL v3 certification with key concepts and definitions essential for the exam. Understand processes, benefits, quality steps, and distinctions between projects and processes.

ITIL Quizzes & Trivia

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  • 2. 

    What is a process?

    • A linked series of logical actions and activities performed by representatives with the intent of achieving a goal or satisfying a purpose.

    • A set of documents that describe how to do specific activities.

    • A form of users to use to request new IT services.

    • A finite set of activities with a lifespan

    Correct Answer
    A. A linked series of logical actions and activities performed by representatives with the intent of achieving a goal or satisfying a purpose.
    Explanation
    A process refers to a linked series of logical actions and activities performed by representatives with the intent of achieving a goal or satisfying a purpose. It involves a systematic approach where each step is connected to the next, and the overall objective is to accomplish a specific outcome. This definition emphasizes the importance of having a clear purpose and a structured sequence of actions to achieve that purpose.

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  • 3. 

    What is the difference between a project and a process?

    • A process focuses on the result where the project does not.

    • A process has a defined lifespan where a project is continuous

    • A project has a defined lifespan where a process is continuous

    • A project does not have an owner where a process does

    Correct Answer
    A. A project has a defined lifespan where a process is continuous
    Explanation
    A project and a process differ in terms of their lifespan. A project has a defined lifespan, meaning it has a specific start and end date, while a process is continuous and does not have a predetermined end. Projects are temporary endeavors with a specific goal or objective, whereas processes are ongoing and repetitive activities designed to achieve consistent results. Therefore, the correct answer is that a project has a defined lifespan where a process is continuous.

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  • 4. 

    What is a benefit of using ITIL?

    • Departments can easily be managed and controlled

    • The costs and quality of IT services can be managed and controlled efficiently.

    • IT can operate by useing a standard structured framework

    • Procedures are clearly defined

    Correct Answer
    A. The costs and quality of IT services can be managed and controlled efficiently.
    Explanation
    Using ITIL provides a benefit of efficiently managing and controlling the costs and quality of IT services. ITIL, which stands for Information Technology Infrastructure Library, is a framework that helps organizations align their IT services with their business goals. By implementing ITIL practices, organizations can establish standardized processes and procedures, which in turn enable better management and control over the costs and quality of IT services. This allows for improved efficiency, cost-effectiveness, and overall customer satisfaction.

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  • 5. 

    A process owner is responsible for which of the following?

    • Doing the activites of the process

    • Managing the activities of the process

    • The results of the process

    • The implementation of the process.

    Correct Answer
    A. The results of the process
    Explanation
    A process owner is responsible for the results of the process. This means that they have accountability for ensuring that the desired outcomes and objectives of the process are achieved. The process owner is responsible for monitoring and measuring the performance of the process, identifying areas for improvement, and taking necessary actions to ensure that the process is delivering the intended results. They may also be involved in setting goals, defining metrics, and making decisions related to the process to ensure its effectiveness and efficiency.

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  • Current Version
  • Mar 21, 2022
    Quiz Edited by
    ProProfs Editorial Team
  • Jun 23, 2009
    Quiz Created by
    Blackwellj23
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