Introducing ITIL®
About the Lecture
The lecture Introducing ITIL® by IT Training Zone is from the course ITIL® Exam Preparation. It contains the following chapters:
- Introducing ITIL
- Best Practice
- Why ITIL is Successful
- Key Concept Service
- Service Classifications
- Internal and External Services
- Types of Service
ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a registered trademark of AXELOS Limited.
Included Quiz Questions
Which of these is a good way to describe ITIL?
- A service management framework
- A set of prescriptive standards
- Guidance for private sector organisations
- d)Guidance for public sector organisations
Which standard is used to certify an organisation’s processes and service management systems?
- ISO20000
- ITIL
- Six Sigma
- PRINCE2
Why is ITIL so successful?
- It’s vendor neutral
- It’s prescriptive
- It’s theoretical
- It’s proprietary
What is the missing word from this definition of a service? “A Service is a means of delivering _____ to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks”
- Value
- Costs
- IT systems
- Services
An IT service is normally a combination of what?
- People, processes, technology
- ITIL, PRINCE2, ISO20000
- Value and costs
- Suppliers and internal teams
Which of these options is NOT one of the three service classifications we studied?
- Internal
- Core
- Enabling
- Enhancing
Which type of service delivers the basic outcomes desired by one or more customers?
- Core
- Enabling
- Enhancing
- Supporting
Which of these is NOT one of the three types of service we studied?
- Third party
- Supporting
- Internal customer-facing
- External customer-facing
Author of lecture Introducing ITIL®
IT Training Zone
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