ITSM 1 EXAM QUESTIONS WITH
CORRECT ANSWERS
Which ISO standard is based on ITIL? - Answer- ISO20000, companies must receive
this certification in order to show their relation/adoption of the ITIL
Functions have an org structure - Answer- True, functions have defined sets of
processes, bodies of knowledge and provide certain outcomes to the business.
Functions have an organizational structure which dictates how outcomes will be
provided in terms of processes and roles.
_____ are unites of organizations specialized to perform certain types of work and
responsible for specific outcomes - Answer- Functions
Processes have an org structure - Answer- False, processes are carried out by
functions which, ultimately, have their own organizational structure. Processes are sets
of activities which are carried out to meet specific objectives.
Which of the following are capabilities? - Answer- People, Processes, Organization,
Management, Knowledge
Which of the following are resources? - Answer- Financial Capital, Applications,
Infrastructure, Information, People
Major output of Service Design is? - Answer- Service Design Package
Match sourcing options with descriptions - Answer- in book 98
The model that builds in service validation and testing early in the service lifecycle is
called what? - Answer- The Service V Model
What are the differentiators of a service - Answer- Tightly coupled with customer's
assets, intangible, highly perishable. Services must be consumed as they are utilized or
they are wasted.
____ is a set of specialized organizational capabilities for providing value to customers
in the form of services - Answer- Service Management
ITIL stand for? - Answer- Information Technology Infrastructure Library
CORRECT ANSWERS
Which ISO standard is based on ITIL? - Answer- ISO20000, companies must receive
this certification in order to show their relation/adoption of the ITIL
Functions have an org structure - Answer- True, functions have defined sets of
processes, bodies of knowledge and provide certain outcomes to the business.
Functions have an organizational structure which dictates how outcomes will be
provided in terms of processes and roles.
_____ are unites of organizations specialized to perform certain types of work and
responsible for specific outcomes - Answer- Functions
Processes have an org structure - Answer- False, processes are carried out by
functions which, ultimately, have their own organizational structure. Processes are sets
of activities which are carried out to meet specific objectives.
Which of the following are capabilities? - Answer- People, Processes, Organization,
Management, Knowledge
Which of the following are resources? - Answer- Financial Capital, Applications,
Infrastructure, Information, People
Major output of Service Design is? - Answer- Service Design Package
Match sourcing options with descriptions - Answer- in book 98
The model that builds in service validation and testing early in the service lifecycle is
called what? - Answer- The Service V Model
What are the differentiators of a service - Answer- Tightly coupled with customer's
assets, intangible, highly perishable. Services must be consumed as they are utilized or
they are wasted.
____ is a set of specialized organizational capabilities for providing value to customers
in the form of services - Answer- Service Management
ITIL stand for? - Answer- Information Technology Infrastructure Library
