4355 ITIL CHAPTER 1-7
QUESTIONS AND ANSWERS
A user is likely to be __ when he or she expects __ from a service. - ANSWER
a lot-disappointed with
ITIL - An abbreviation for _______________. - ANSWER Information
Technology Infrastructure Library
This is true or false: ITIL can help young or new companies avoid having to
"reinvent the wheel" in order to figure out how best to manage their IT
functions. - ANSWER True
Effective IT Service Management can deliver value to the business in all of the
following areas except which one - ANSWER Provide every piece of software
users want which will make for happier users
The most critical dimension of IT service management, according to ITIL
textbook author Kaiser, is - ANSWER Organizations and People
Service Integration and Management is a framework that considers what? -
ANSWER The processes and practices that help a company deal with partners
and suppliers in the integration of their products and services in IT service
delivery
Which of the following are types of external influence that may have an impact
on the IT service value stream for a service? - ANSWER Political change
QUESTIONS AND ANSWERS
A user is likely to be __ when he or she expects __ from a service. - ANSWER
a lot-disappointed with
ITIL - An abbreviation for _______________. - ANSWER Information
Technology Infrastructure Library
This is true or false: ITIL can help young or new companies avoid having to
"reinvent the wheel" in order to figure out how best to manage their IT
functions. - ANSWER True
Effective IT Service Management can deliver value to the business in all of the
following areas except which one - ANSWER Provide every piece of software
users want which will make for happier users
The most critical dimension of IT service management, according to ITIL
textbook author Kaiser, is - ANSWER Organizations and People
Service Integration and Management is a framework that considers what? -
ANSWER The processes and practices that help a company deal with partners
and suppliers in the integration of their products and services in IT service
delivery
Which of the following are types of external influence that may have an impact
on the IT service value stream for a service? - ANSWER Political change
