18 Questions
How does 'incident management' practice set user expectations?
By agreeing, and communicating target resolution times
What is a user in the context provided?
The role that uses services
How do 'continual improvement registers' help to create value?
By making improvements visible
What is the primary purpose of creating collaborative relationships with key suppliers?
Realizing new value through partnerships
How does aligning the organization's practices and services with changing business needs benefit the organization?
By enhancing service provider and consumer value co-creation
'Incident management' practice focuses on which aspect of incident resolution?
Agreeing upon incident resolution times
What is the primary purpose of capturing information about service issues and performance against agreed goals?
To ensure continual improvement of services
In incident management, what is the correct name for a flaw in an application that could cause a service to fail?
Problem
Which value chain activity ensures that ongoing service activity meets user expectations?
Deliver and support
Which practice aims at creating closer, more collaborative relationships in service management?
Supplier management
Which TWO are inputs to the service value system?
Demand and Opportunity
Which role would be MOST suitable for someone experienced in managing relationships with stakeholders like suppliers and business managers?
Supplier relationship manager
What is the main purpose of the 'outcomes' in delivering products to stakeholders?
Ensuring products meet customer needs
Which phase of problem management involves the regular reassessment of workarounds' effectiveness?
Error control
In the 'service value chain,' which activity specifically deals with purchasing new products?
Obtain/build
What is the aim of the 'continual improvement' practice?
Aligning practices with changing business needs
Which practice ensures that services consistently meet customer requirements?
Service level management
What does an outcome depend on to deliver a result?
Ensuring outputs meet stakeholder needs
Study Notes
Outcomes
- Outcomes enable products to be delivered to stakeholders
- An outcome defines the amount of money spent on technology for a service
- Outcomes provide assurance to stakeholders on how a service performs
Problem Management
- The problem control phase includes the regular re-assessment of the effectiveness of workarounds
Service Value Chain
- The engage activity deals with the purchase of new products
- The improve activity aligns the organization's practices and services with changing business needs
- The deliver and support activity ensures that ongoing service activity meets user expectations
Continual Improvement
- The purpose of the continual improvement practice includes aligning the organization's practices and services with changing business needs
- Continual improvement registers help to create value by making improvements visible
Incident Management
- The incident management practice sets user expectations by agreeing and communicating target resolution times
Users and Roles
- A user is the role that uses services
- A user is not the role that defines the requirements for a service, directs and controls an organization, or authorizes budget for service consumption
Value Chain Activities
- The value chain activities collect information about service consumer goals and objectives
- The value chain activities capture information about service issues and performance against agreed goals
Flaws and Errors
- A flaw in an application could cause a service to fail, and is also known as a problem
Supplier Management
- The supplier management practice's purpose includes creating closer, more collaborative relationships
Service Value System
- Demand and opportunity are inputs to the service value system
Test your knowledge on ITIL Problem Management with this quiz question about the phase that involves regular reassessment of workarounds. Select the correct answer and assess your understanding of problem management phases.
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