BUSINESS OF IT - APPLICATIONS - C846
EXAM QUESTIONS AND ANSWERS
GRADED A+ 2025/2026
Complete the sentence by filling in the missing word: IT service management is important for
organizations because businesses are ____________IT. - ANS dependent on
Who developed ITIL? - ANS The U.K. Government
Which service lifecycle stage is considered to be the core of the lifecycle? - ANS Strategy
Someone who buys goods or services. The customer of an IT service provider is the person or
group that defines and agrees on the service-level targets. - ANS Customer
A service that delivers the basic outcomes desired by one or more customers (see enabling and
enhancing services). - ANS Core Service
A service that is needed in order to deliver a core service. - ANS Enabling service
A service that is added to a core service to make it more attractive to the customer. -
ANS Enhancing Service
A team or group of people and the other resources or tools that are used to carry out a process
or process activities. - ANS Function
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, A service provided by an IT service provider. An IT service consists of a combination of
information technology, people, and processes. - ANS IT Service
The result of carrying out an activity, following a process, delivering an IT service, and so on. The
term is used to refer to intended results, as well as to actual results. - ANS Outcome
A structured set of activities designed to accomplish a specific objective. A process takes one or
more defined inputs and turns them into defined outputs. - ANS Process
A means of delivering value to customers by facilitating the outcomes customers want to
achieve, without the ownership of specific costs and risks. - ANS Service
A set of specialized organizational capabilities for providing value to customers in the form of
services. - ANS Service Management
True or false: Measurement and metrics are part of the five major aspects of service design. -
ANS True
True or false: People, process, products, and partners are four principles used to manage
strategic outcomes. - ANS False
True or false: Service management systems and tools are part of the five key aspects of service
design. - ANS True
True or false: Service design is solely concerned with the day-to-day enhancements and changes
to service. - ANS False
True or false: Service design is free to design according to the technical needs of the IT
department. - ANS False
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
EXAM QUESTIONS AND ANSWERS
GRADED A+ 2025/2026
Complete the sentence by filling in the missing word: IT service management is important for
organizations because businesses are ____________IT. - ANS dependent on
Who developed ITIL? - ANS The U.K. Government
Which service lifecycle stage is considered to be the core of the lifecycle? - ANS Strategy
Someone who buys goods or services. The customer of an IT service provider is the person or
group that defines and agrees on the service-level targets. - ANS Customer
A service that delivers the basic outcomes desired by one or more customers (see enabling and
enhancing services). - ANS Core Service
A service that is needed in order to deliver a core service. - ANS Enabling service
A service that is added to a core service to make it more attractive to the customer. -
ANS Enhancing Service
A team or group of people and the other resources or tools that are used to carry out a process
or process activities. - ANS Function
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, A service provided by an IT service provider. An IT service consists of a combination of
information technology, people, and processes. - ANS IT Service
The result of carrying out an activity, following a process, delivering an IT service, and so on. The
term is used to refer to intended results, as well as to actual results. - ANS Outcome
A structured set of activities designed to accomplish a specific objective. A process takes one or
more defined inputs and turns them into defined outputs. - ANS Process
A means of delivering value to customers by facilitating the outcomes customers want to
achieve, without the ownership of specific costs and risks. - ANS Service
A set of specialized organizational capabilities for providing value to customers in the form of
services. - ANS Service Management
True or false: Measurement and metrics are part of the five major aspects of service design. -
ANS True
True or false: People, process, products, and partners are four principles used to manage
strategic outcomes. - ANS False
True or false: Service management systems and tools are part of the five key aspects of service
design. - ANS True
True or false: Service design is solely concerned with the day-to-day enhancements and changes
to service. - ANS False
True or false: Service design is free to design according to the technical needs of the IT
department. - ANS False
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
