Monday, 18 April 2016

Test your knowledge on ITIL


F
R
C
A
R
A
S
C
D
R
F
B
G
I
U
K
E
S
G
W
E
V
C
Q
I
V
R
T
Y
B
U
I
X
S
W
Z
Y
T
D
A
J
R
O
C
E
T
H
V
I
K
L
E
A
C
A
O
J
I
N
T
E
R
N
A
L
S
E
R
V
I
C
E
D
Q
O
L
R
S
A
P
E
C
S
E
S
C
A
T
A
X
K
Z
E
A
C
C
O
U
N
T
A
B
L
E
V
E
T
S
L
P
R
B
E
O
U
T
P
U
T
U
A
V
A
L
E
U
O
D
A
I
A
U
A
E
T
F
O
S
M
E
A
Y
G
T
V
B
T
L
T
S
E
R
A
T
C
U
D
N
A
M
O
D
S
S
E
I
E
T
X
V
R
C
U
P
Y
T
W
C
R
G
M
S
L
T
A
M
E
X
S
A
U
P
E
O
P
L
I
A
T
A
L
Y
R
E
I
L
O
R
C
L
E
V
E
L
Z
W
I
E
P
W
A
R
E
L
I
A
B
I
L
I
T
Y
A
U
O
H
Q
T
E
A
S
E
R
T
A
E
M
E
T
H
T
Q
P
R
O
C
E
S
S
O
W
N
E
R
E
O
W
L
I
O
S
A
X
U
A
S
E
Y
X
T
R
S
Z
T
D
S
O
E
A
P
Y
D
W
E
R
A
G
P
A
T
E
D
A
E
N
I
O
E
J
S
C
T
E
F
U
I
Q
A
L
Y
V
U
L
P


Questions


1. Which is used to help define roles and responsibilities?
2. Any resource or capability used by a customer to achieve a business outcome________.
3. The implementation and management of quality IT services that meet the needs of the business.
4. In RACI model "A" means__________.
5. Who is responsible for ensuring that the process is fit for desired purpose?
6.  The written agreement between service provider and customer is ___________.
7. The ability of a service, component or CI to perform its agreed function when required.
8. How long a service or configuration item can perform its function without fail?
9. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
10.How is a service delivered between departments of the same organization classified?
11. What is defined as any change of state that has significance for the management of an IT service?
12. Third parties responsible for supplying goods and services that are required to deliver IT services is description of which stakeholders?





Posted by at

No comments:

Post a Comment

Subscribe to: Post Comments (Atom)