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58 practice questions, page 4 of 14, with answer review and explanations.

Question 16

Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral 2. It does not prescribe actions 3. ITIL represents best practice

  1. All of the above
  2. 1 and 3 only
  3. 1 and 2 only
  4. 2 and 3 only

Question 17

Which one of the following includes four stages called Plan, Do, Check and Act?

  1. The Deming Cycle
  2. The continual service improvement approach
  3. The seven-step improvement process
  4. The service lifecycle

Question 18

The consideration of value creation is a principle of which stage of the service lifecycle?

  1. Continual service improvement
  2. Service strategy
  3. Service design
  4. Service transition

Question 19

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

  1. Service level management
  2. Service portfolio management
  3. Request fulfilment
  4. Demand management

Question 20

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

  1. Suppliers, manufacturers and vendors
  2. Customers
  3. Internal departments
  4. The facilities management function