CIS 500 Q Which of the following is not a recognized source of IT best practices according to ITIL
Training
Auditors
Proprietary knowledge
Industry standards
Q: Which of the following may have both internal and external customers?
IT service provider
Facility provider
External sourcing
Infrastructure service
Q: Which of these is not a recognized type of service according to ITIL?
Enhancing service
Enabling service
Supplier service
Core service
Q: Which of these statements is/are correct?
1. Internal services are delivered between departments or business units within the same organization.
2. External services are those delivered to an external customer.
2 only
1 only
Neither
Q: Which of the following statements about ITIL Services is NOT true?
It is recommendation of their implementation.
It is assessment guidelines.
It is technical recommendations.
It is description of management processes.
Q: Which of the following stages of the Service Lifecycle is MOST concerned with defining policies and objectives?
Service Desk
Service Design
Service Strategy
Service Transition
Q: What is this? "The result of carrying out an activity, following a process, or delivering an IT service."
An outcome
An input
A procedure
A work instruction
Q: A service must provide which of the following to deliver business value?
Sufficient capacity and the agreed level of security
The agreed level of security and alignment to the organization's project management methodology
The agreed level of security
Sufficient capacity, the agreed level of security, and alignment to the organization's project management methodology
Q: What are the names of people who have an interest in an organization, project, IT service, etc?
User profile
Customer care
Stakeholder
Process owner
Q: Which of these is not a stage in the ITIL service lifecycle?
Continual service improvement
Service implementation
Service design
Service operation
Q: Which of the following uses an internal service provider to manage IT services?
Internal customer
Internal case
Internal sourcing
Internal user
Q: Which of the following is the implementation and management of quality IT services meeting the requirements of the business?
IT service management forum
IT service management
IT operations management
IT service continuity management
Q: Which of the following activities is NOT handled by IT Operations Management?
Output management
Maintenance of a technical infrastructure
Facility management
Console management
Q: Which of the following is NOT a key characteristic of ITIL?
Non-prescriptive
Good practice
Non-management
Non-proprietary
Q: Which of the following works for a different business to the IT service provider?
External customer
Private customer
Public customer
Internal customer
Q: Who "owns" ITIL?
The U.K. government
Microsoft
The U.S. government
The Open Group
Q: Functions are BEST described as?
An organization of knowledge
Projects focusing on makeover
Self-Contained units of organizations
Closed loop systems
Q: How many service provider types does ITIL identify?
3
2
1
4
Q: Which of the following includes metrics about actual service levels and trends?
Decision reports
Management reports
Choice reports
Test reports
Answer option B is correct.
Q: Which of the following is a reason an organization might want to adopt ITIL best practices?
Management of IT services and budgetary controls
Development of programming techniques
Advice on business strategy
Advice on the technical specification of infrastructure
E
Q: Which of the following is the CORE of the Service Lifecycle?
Service Operation
Service Design
Service Strategy
Service Transition
Lesson: Service Management as a Practice
Q: Which of the following is the difference between the benefit achieved and the amount expended to achieve that benefit?
EOI
POI
ROI
VOI
Q: Which of the following is the core structure of ITIL?
An IT Management Lifecycle
An Infrastructure Lifecycle
A Service Lifecycle
An IT Lifecycle
Q: What is an IT service made up of?
A combination of information technology, people, and processes
A combination of controls, outcomes, and inputs
A combination of best practices, outcomes, and inputs
A combination of best practices, information technology, and outcomes
Q: Which of these statements describes an IT service provider?
A function that provides controls for IT infrastructure
A service provider that provides IT services to internal or external customers
A third-party service provider delivering components of services
A business unit responsible for IT processes
Q: Which of these is not a characteristic of a process?
Is measurable
Delivers functions
Responds to a trigger
Delivers a specific result
Q: Which of the following is the correct description of a service?
Delivers value to customers, without ownership of specific costs and risks
Restores normal operations as soon as possible
Monitors targets according to contractual obligations
Investigates the underlying cause of issues
Q: Which of the following refers to outsourcing?
Internal service provider
External service provider
Shared service provider
Business service provider
Q: What is an IT service provider?
Either an internal IT department or an external IT department
An external outsourced IT department
An internal IT department
A business unit
Q: Which of the following works for the same business as the IT service provider?
IT service manager
In-sourcing agent
Internal manager
Internal customer
Q: Which of the following is NOT a goal of ITIL Service Management?
It improves efficiency of external processes.
It improves communication within IT and with users.
It improves availability and stability of services.
It ensures that IT services are aligned to the needs of users.
Q: Which of the followings are the TWO main components of ITIL Service Management?
Service Support and Service Delivery
Service Operation and Service Support
Service Support and Service Desk
Service Support and Service Provider
Q: What is ITIL?
Rules for achieving recognized IT standards
Advice on the technical requirements for infrastructure
Advice on managing projects
Good advice about how to manage IT services
USA 
India