Podcast
Questions and Answers
Identify the missing word(s) in the following sentence: Some of the IT guiding principles include ______ and ______.
Identify the missing word(s) in the following sentence: Some of the IT guiding principles include ______ and ______.
focus on value, optimize and automate
What is the standard whereby a change becomes part of the Service request management practice?
What is the standard whereby a change becomes part of the Service request management practice?
Which step of the Continual improvement model is most closely linked with the Start where you are guiding principle?
Which step of the Continual improvement model is most closely linked with the Start where you are guiding principle?
An IT service organization wants to provide a Service desk facility physically near the user base they must serve. Which type of Service desk structure should the IT service organization implement?
An IT service organization wants to provide a Service desk facility physically near the user base they must serve. Which type of Service desk structure should the IT service organization implement?
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Which of the following service value system components help direct an organization, even through any changes to its management structure, work, goals, or other areas?
Which of the following service value system components help direct an organization, even through any changes to its management structure, work, goals, or other areas?
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Which entity authorizes the budget for service consumption?
Which entity authorizes the budget for service consumption?
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Which communication method would be a plausible method for contacting a Service desk?
Which communication method would be a plausible method for contacting a Service desk?
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As part of the Keep it simple and practical guiding principle, when analyzing a practice, process, service, metric, or other improvement target, always ask whether ______.
As part of the Keep it simple and practical guiding principle, when analyzing a practice, process, service, metric, or other improvement target, always ask whether ______.
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Which aspect of Information security management ensures that data is limited to modification by authorized personnel and activities?
Which aspect of Information security management ensures that data is limited to modification by authorized personnel and activities?
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Match the value chain activity with their corresponding key input.
Match the value chain activity with their corresponding key input.
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Which of the following statements best describes a service offering?
Which of the following statements best describes a service offering?
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Which practice is responsible for interfacing with Incident management to evaluate Service Level Agreements (SLAs)?
Which practice is responsible for interfacing with Incident management to evaluate Service Level Agreements (SLAs)?
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What is the key message of the Think and work holistically guiding principle?
What is the key message of the Think and work holistically guiding principle?
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Which ITIL management practice captures and reports on service issues, including performance against defined service levels?
Which ITIL management practice captures and reports on service issues, including performance against defined service levels?
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Which role is responsible for making improvement recommendations for the Incident management process?
Which role is responsible for making improvement recommendations for the Incident management process?
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Both ______ and ______ could affect the technology an organization chooses to use.
Both ______ and ______ could affect the technology an organization chooses to use.
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What is defined as "a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction?"
What is defined as "a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction?"
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Creating the specialized capabilities for service management requires an understanding of which of the following aspects? (Select as many as apply.)
Creating the specialized capabilities for service management requires an understanding of which of the following aspects? (Select as many as apply.)
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Which of the following would be a technology required by a centralized Service desk?
Which of the following would be a technology required by a centralized Service desk?
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Which of the following is NOT one of the five service value system components?
Which of the following is NOT one of the five service value system components?
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Which of the following are considered examples of configuration items (Cls)?
Which of the following are considered examples of configuration items (Cls)?
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Which of the following activities must be addressed through the Monitoring and event management practice's processes and procedures?
- Identifying services, components, and systems.
- Implementing and managing monitoring tasks.
- Establishing thresholds and other event-related criteria.
- Employing automations and processes.
Which of the following activities must be addressed through the Monitoring and event management practice's processes and procedures?
- Identifying services, components, and systems.
- Implementing and managing monitoring tasks.
- Establishing thresholds and other event-related criteria.
- Employing automations and processes.
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Which issue has a workaround or solution documented?
Which issue has a workaround or solution documented?
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Which of the following is NOT part of service consumption?
Which of the following is NOT part of service consumption?
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Which of the following is NOT a guiding principle?
Which of the following is NOT a guiding principle?
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Which of the following is NOT one of the three technical management practices modified and adapted from technology management domains by focusing on IT services?
Which of the following is NOT one of the three technical management practices modified and adapted from technology management domains by focusing on IT services?
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Which of the following statements does NOT apply to the Think and work holistically guiding principle?
Which of the following statements does NOT apply to the Think and work holistically guiding principle?
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Which change needs to be scheduled, assessed, and authorized following a process?
Which change needs to be scheduled, assessed, and authorized following a process?
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Which of the following are inputs to Problem management?
- Incident records
- Known errors
- CI information from the CMDB
- Information from other processes
Which of the following are inputs to Problem management?
- Incident records
- Known errors
- CI information from the CMDB
- Information from other processes
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Which practice can uncover issues that are managed through Continual improvement?
Which practice can uncover issues that are managed through Continual improvement?
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Which of the following is NOT one of the six value chain activities?
Which of the following is NOT one of the six value chain activities?
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Which statement is true of traditional/waterfall/predictive environments but NOT true of Agile/DevOps environments?
Which statement is true of traditional/waterfall/predictive environments but NOT true of Agile/DevOps environments?
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An IT service organization wants to provide a Service desk facility to its users by recruiting Service desk staff that will provide service support from their homes. Which type of Service desk organizational structure should the IT service organization implement?
An IT service organization wants to provide a Service desk facility to its users by recruiting Service desk staff that will provide service support from their homes. Which type of Service desk organizational structure should the IT service organization implement?
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Which of the following ITIL management practices is responsible for preventing recurring incidents?
Which of the following ITIL management practices is responsible for preventing recurring incidents?
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Which of the following statements can be CORRECT regarding the utility of a service?
- It is the functionality offered by a product or service to meet a particular need.
- It can be summarized as “what the service does.”
- It can be used to determine whether a service is “fit for purpose.”
- It can support the performance of the consumer.
- It can remove the constraints from the consumer.
Which of the following statements can be CORRECT regarding the utility of a service?
- It is the functionality offered by a product or service to meet a particular need.
- It can be summarized as “what the service does.”
- It can be used to determine whether a service is “fit for purpose.”
- It can support the performance of the consumer.
- It can remove the constraints from the consumer.
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Which of the following terms accurately represent the letters in the acronym used in PESTLE, which are the external factors that influence or constrain service providers?
Which of the following terms accurately represent the letters in the acronym used in PESTLE, which are the external factors that influence or constrain service providers?
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Which of the following statements is NOT correct about the Collaborate and promote visibility guiding principle?
Which of the following statements is NOT correct about the Collaborate and promote visibility guiding principle?
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Which of the following statements accurately reflect concepts of service management? (select as many as apply.)
- Understanding the nature of value and value co-creation.
- considering organizations, service providers, service consumers, as well as other stakeholders.
- Taking into account service relationships, products and services.
- Reviewing outcomes, costs and risks.
Which of the following statements accurately reflect concepts of service management? (select as many as apply.)
- Understanding the nature of value and value co-creation.
- considering organizations, service providers, service consumers, as well as other stakeholders.
- Taking into account service relationships, products and services.
- Reviewing outcomes, costs and risks.
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Which of the following tools can be implemented to log a service event with an IT service desk?
- Phone calls
- Web interface
- Menu-driven application
- Automatically reported infrastructure events
Which of the following tools can be implemented to log a service event with an IT service desk?
- Phone calls
- Web interface
- Menu-driven application
- Automatically reported infrastructure events
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A __________ describes a set of activities, which may be interrelated or interacting, that converts
inputs into outputs.
A __________ describes a set of activities, which may be interrelated or interacting, that converts inputs into outputs.
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A supermarket chain is trying to reduce plastic waste. Following the Continual improvement
model, which of the following options represents an appropriate statement for Step 4, How do
we get there?
A supermarket chain is trying to reduce plastic waste. Following the Continual improvement model, which of the following options represents an appropriate statement for Step 4, How do we get there?
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Which ITIL management practice adds value to the business by ensuring that services are
published in a consistent manner during a service, resource, or other type of transition?
Which ITIL management practice adds value to the business by ensuring that services are published in a consistent manner during a service, resource, or other type of transition?
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__________ allows organizations to see all services being provided, including service models and
interactions.
__________ allows organizations to see all services being provided, including service models and interactions.
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What is defined as a change of state that has significance for the management of a service or
other configuration item (CI)?
What is defined as a change of state that has significance for the management of a service or other configuration item (CI)?
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Select the valid requests that could be included within a service request from the following:
- A request for a service delivery action.
- A request for information.
- A request for access to a resource or service.
- A request for provision of a resource or service.
Select the valid requests that could be included within a service request from the following:
- A request for a service delivery action.
- A request for information.
- A request for access to a resource or service.
- A request for provision of a resource or service.
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Which statement regarding IT asset management is INCORRECT?
Which statement regarding IT asset management is INCORRECT?
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Which type of change is low risk, pre-authorized, and fully documented?
Which type of change is low risk, pre-authorized, and fully documented?
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Which dimension of service management is “concerned with how the various parts of an organization work in an integrated and coordinated way to enable value creation through products and services”?
Which dimension of service management is “concerned with how the various parts of an organization work in an integrated and coordinated way to enable value creation through products and services”?
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Which of the following statements is NOT true about a standard change?
Which of the following statements is NOT true about a standard change?
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A recent security breach on a single computer at your organization has resulted in the need to deploy a security fix on several computers. You develop a procedure for deploying the fix on the computers and record everything in the Configuration management system (CMS). Of which of the following items is this example?
A recent security breach on a single computer at your organization has resulted in the need to deploy a security fix on several computers. You develop a procedure for deploying the fix on the computers and record everything in the Configuration management system (CMS). Of which of the following items is this example?
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Which of the following statements is/are an example of a service request?
- Request to access an Instant Messenger (IM) application.
- Request to reset a user password.
- Request to add a new menu option in an application.
Which of the following statements is/are an example of a service request?
- Request to access an Instant Messenger (IM) application.
- Request to reset a user password.
- Request to add a new menu option in an application.
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Your organization is concerned with the lack of trend analysis of incident records. With which management practice would this cause an issue?
Your organization is concerned with the lack of trend analysis of incident records. With which management practice would this cause an issue?
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What is the output of Service management?
What is the output of Service management?
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What term is defined as “a version of a service or other configuration item, or a collection of configuration items, which is made available for use”?
What term is defined as “a version of a service or other configuration item, or a collection of configuration items, which is made available for use”?
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Which of the following is NOT a high-level step on the path to optimization?
Which of the following is NOT a high-level step on the path to optimization?
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What is the correct order of the phases of Problem management?
- Problem identification
- Error control
- Problem control
What is the correct order of the phases of Problem management?
- Problem identification
- Error control
- Problem control
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Which of the following statements is NOT correct about organizations?
Which of the following statements is NOT correct about organizations?
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Which of the following statements is/are NOT an objective of the Service desk?
- Provides detailed technical skills and resources required to support the ongoing
operation of the IT infrastructure.
- Be the first point of contact for users.
- Provide information on status of service request to users.
- Keep a log of service requests from users.
Which of the following statements is/are NOT an objective of the Service desk?
- Provides detailed technical skills and resources required to support the ongoing operation of the IT infrastructure.
- Be the first point of contact for users.
- Provide information on status of service request to users.
- Keep a log of service requests from users.
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What is the key message of the Keep it simple and practical guiding principle?
What is the key message of the Keep it simple and practical guiding principle?
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__________ enables organizations to assess their offerings against their activities to ensure full
value realization.
__________ enables organizations to assess their offerings against their activities to ensure full value realization.
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Which guiding principles should be most closely followed when applying the Optimize and
automate guiding principle?
- Focus on value.
- Start where you are.
- Progress iteratively with feedback.
- Collaborate and promote visibility.
- Think and work holistically.
- Keep it simple and practical.
Which guiding principles should be most closely followed when applying the Optimize and automate guiding principle?
- Focus on value.
- Start where you are.
- Progress iteratively with feedback.
- Collaborate and promote visibility.
- Think and work holistically.
- Keep it simple and practical.
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Which of the following are examples of risks removed from consumers by a service?
- Failure of the consumer’s server hardware.
- Experiencing a security breach.
- Lack of staff availability.
Which of the following are examples of risks removed from consumers by a service?
- Failure of the consumer’s server hardware.
- Experiencing a security breach.
- Lack of staff availability.
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Which of the following statements is NOT correct regarding outputs of services?
Which of the following statements is NOT correct regarding outputs of services?
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Which of the following service value system components encompasses the creation of organizational resources to reach an objective or conduct work?
Which of the following service value system components encompasses the creation of organizational resources to reach an objective or conduct work?
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Which of the following statements is FALSE about emergency changes?
Which of the following statements is FALSE about emergency changes?
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Which of the following service value system components consists of organizational activities used to implement a service or product to promote value realization?
Which of the following service value system components consists of organizational activities used to implement a service or product to promote value realization?
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___________ is/are a repeatable method to the management of a particular type of change
___________ is/are a repeatable method to the management of a particular type of change
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Regarding the Continual improvement model, “organizational change management and
_____________ practices should be used to embed the changes in the organization and ensure that
the improvements and the changed behaviours are not at risk of reversion.”
Regarding the Continual improvement model, “organizational change management and _____________ practices should be used to embed the changes in the organization and ensure that the improvements and the changed behaviours are not at risk of reversion.”
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Select all statements that are true regarding feature flags.
- They use two mirrored production environments.
- They allow for a controlled way of releasing specific features to users/groups.
- They help achieve the staging of a release.
Select all statements that are true regarding feature flags.
- They use two mirrored production environments.
- They allow for a controlled way of releasing specific features to users/groups.
- They help achieve the staging of a release.
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Which concept of service management is based on such aspects as availability, capacity, and continuity?
Which concept of service management is based on such aspects as availability, capacity, and continuity?
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__________________ is the group of specialized capabilities that allow customer value through the
delivery of services
__________________ is the group of specialized capabilities that allow customer value through the delivery of services
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Who should Problem management communicate with in the event that a Request For Change (RFC) needs to have its priority modified?
Who should Problem management communicate with in the event that a Request For Change (RFC) needs to have its priority modified?
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What is the key message of the Progress iteratively with feedback guiding principle?
What is the key message of the Progress iteratively with feedback guiding principle?
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Which of the following events is an example of a service request?
Which of the following events is an example of a service request?
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Which entities are responsible for the outputs of service delivery?
Which entities are responsible for the outputs of service delivery?
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Which of the following statements are CORRECT about the outcomes of services?
- They are a result for a stakeholder.
- They can be an intangible delivery of an activity.
- They can be a tangible delivery of an activity.
- They are enabled by one or more outputs.
- The provider and consumer can work together to understand the desired outcomes
Which of the following statements are CORRECT about the outcomes of services?
- They are a result for a stakeholder.
- They can be an intangible delivery of an activity.
- They can be a tangible delivery of an activity.
- They are enabled by one or more outputs.
- The provider and consumer can work together to understand the desired outcomes
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Flashcards
ITIL Guiding Principles
ITIL Guiding Principles
Core recommendations guiding organizations in all situations.
Focus on Value
Focus on Value
Prioritize activities that provide direct or indirect value to stakeholders.
Optimize and Automate
Optimize and Automate
Make effective use of resources through optimization and automation.
Service Request Management
Service Request Management
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Change Enablement
Change Enablement
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Incident Management
Incident Management
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Problem Management
Problem Management
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Service Desk
Service Desk
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Value Chain Activities
Value Chain Activities
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Cloud Computing
Cloud Computing
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Stakeholders
Stakeholders
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Governance
Governance
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Service Offering
Service Offering
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Utility
Utility
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Continuance Improvement
Continuance Improvement
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Service Value System
Service Value System
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Guiding Principles
Guiding Principles
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Configuration Item (CI)
Configuration Item (CI)
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Known Error
Known Error
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Service Relationship Management
Service Relationship Management
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Monitoring and Event Management
Monitoring and Event Management
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Service Level Management
Service Level Management
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Agile/DevOps Environments
Agile/DevOps Environments
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Service Consumption
Service Consumption
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Practice
Practice
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Deployment Management
Deployment Management
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Release Management
Release Management
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System Integration
System Integration
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PESTLE Analysis
PESTLE Analysis
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Study Notes
Question 1
- Some IT guiding principles include focus on value, optimize and automate
- Focus on value means what an organization needs to do in order to directly or indirectly assist their stakeholders
- Optimize and automate enforces that all resource types be used efficiently and without waste
- A guiding principle is a recommendation used by organizations to deal with any circumstance, no matter the goal, strategy, type of work, or management structure
Question 2
- A change becomes part of Service Request Management practice when the cost and risk of the change are low
- Service request management deals with all service requests and includes access requests, information requests, complaints, feedback, service requests and resource requests
- Examples of Service Request Management practice are requesting access to a new application on a computer
Question 3
- Accurate concepts of service management include:
- Understanding the nature of value and value co-creation
- Considering the role of organizations, service providers, service consumers, and other stakeholders
- Taking into account service relationships, products, and services
- Reviewing outcomes, costs, and risks
Question 4
- The "Start Where You Are" guiding principle corresponds to the "Where Are We Now?" step in the Continual Improvement model.
Question 5
- To serve users nearby, the organization should use a Local Service Desk
Question 6
- Guiding principles are the components within the service value system that will help organizations operate successfully despite changes to their structure, work, goals, or other areas
Question 7
- The entity responsible for authorizing the budget of service consumption is the sponsor
Question 8
- Acceptable methods for contacting a Service desk include live chat, email, and phone calls
Question 9
- Tools usable for logging a service event with an IT Service Desk include:
- Phone calls
- Web interface
- Menu driven application
- Automatically reported infrastructure events
Question 10
- A process is a set of activities that transforms inputs into outputs, including who does what, and how it should be implemented
- Services help deliver value for customers without needing to own specific costs or risks
- A value stream helps organizations create and deliver products and services to a customer while utilizing value chain activities
Question 11
- Integrity, a security objective, limits data modification to only authorized personnel and activities
Question 12
- Key inputs have specific value chain activities. Policy information is a key input for the Plan value chain activity. Requirements from the Design and Transition, Engage and Improvise activities are used for the Improve value chain, and items such as product requirements from Engage and service components from Obtain/build are needed for the Design and Transition activity. For the Obtain/build activity, requirements from Design and Transition and requirements from Engage are essential, and changed or new products are needed from Design and Transition, with user support tasks from Engage. For the Deliver and Support activity, changed and new items from Design and Transition as well as user support tasks from the Engage activity are important, while service components from Obtain/build and improvement status reports from Improve are important as well.
Question 13
- A service offering is access to resources licensed or granted to a consumer
Question 14
- Service Level Management evaluates Service Level Agreements (SLAs) and interfaces with Incident Management
Question 15
- The Think and Work Holistically guiding principle stresses that no service, practice, process, department, or supplier stands alone; rather, they must work together to reach an objective or handle activities as a whole
Question 16
- Service Level Management records and reports on service issues while tracking performance against defined service levels
Question 17
- The Incident Manager is responsible for making improvement recommendations for the Incident management process
Question 18
- Part of the "Keep it simple and practical" guiding principle is to analyze a service, process, metric, or target to determine if it leads to further improvement, if it is cost-effective, and if it contributes to value creation
Question 19
- Culture and stakeholders can affect the technology an organization chooses
Question 20
- Cloud computing is defined as a model for obtaining on-demand access to a shared pool of configurable computing resources quickly by organizations and with limited management effort
Question 21
- Service management necessitates an understanding of the scope and nature of involved stakeholders, the nature of value, how value creation is enabled, and configurations of resources made to offer consumer value
Question 22
- A centralized Service Desk requires remote access tools, workflow systems, monitoring tools, and configuration management systems
Question 23
- Deliver and support is not one of the five service value system components
Question 24
- Examples of Configuration Items (CI) include: applications, hardware, contracts, and personnel
Question 25
- Monitoring and event management addresses these activities:
- Identifying services
- Implementing the monitoring
- Establishing thresholds
- Employing automation and processes
Question 26
- A documented workaround or solution for an issue is a known error
Question 27
- Receiving goods is not a part of service consumption; it's a part of service provision
Question 28
- The guiding principle 'Focus on the goal' is not an ITIL guiding principle
Question 29
- Software development and management is not a technical management practice in ITIL
Question 30
- Applying methods and rules designed for complex systems should not work in a simple system, as this is not cost effective
Question 31
- Standard changes are ones that need to be scheduled, evaluated, and authorized
Question 32
- Inputs to Problem Management include:
- Incident records
- Known errors
- Configuration Item (CI) information from the CMDB
- Information from other processes
Question 33
- Problem management uncovers issues that can be managed by Continual Improvement
Question 34
- The Improvise activity is not a part of the six value chain activities
Question 35
- In traditional environments Release Management and Deployment are a single process, but in Agile/DevOps environments they are separate processes
Question 36
- An organization should set up a Virtual Service Desk to support users who work remotely
Question 37
- Problem Management is responsible for preventing recurring incidents
Question 38
- True statements about utility include:
- It is the functionality of a product or service
- It can be used to assess whether a service is fit for purpose
- It can support the performance of the consumer
- It can remove constraints from the consumer
Question 39
- The correct acronym for external factors influencing service providers that contains the letters PESTLE is (Political, Economic, Social, Technological, Legal, Environmental)
Question 40
- Exclusion is not generally a better policy than inclusion when working with others as collaboration is better for creative problem solving
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Description
Test your knowledge on IT Service Management principles and practices. This quiz covers key concepts such as guiding principles, service request management, and the nature of value in service management. Ensure you understand how these elements help organizations optimize resources and improve stakeholder satisfaction.
