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Questions and Answers
Questions and Answers
Identify the missing word in the following sentence:
A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.
Identify the missing word in the following sentence: A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.
- requirements (correct)
- resources
- suppliers
- products
Which of the following ensures that a service provider and a service consumer continually co-create value?
Which of the following ensures that a service provider and a service consumer continually co-create value?
- Service consumption
- Service offerings
- Service level management
- Service relationship management (correct)
What type of charge is often used for resolving incidents or implementing security patches?
What type of charge is often used for resolving incidents or implementing security patches?
- Standard change
- Normal change
- Emergency change (correct)
- Change model
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders
Which statement about outcomes is CORRECT?
Which statement about outcomes is CORRECT?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which service value chain activity deals with the purchase of new products?
Which service value chain activity deals with the purchase of new products?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which is included in the purpose of the 'improve' value chain activity?
Which is included in the purpose of the 'improve' value chain activity?
Which is the BEST type of resource for investigating complex incidents?
Which is the BEST type of resource for investigating complex incidents?
What is defined as any component that needs to be managed in order to deliver an IT service?
What is defined as any component that needs to be managed in order to deliver an IT service?
Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding principle?
- It is important to assess which method of communication is appropriate for each type of stakeholder.
- Complex systems should be designed with an understanding of how the components' parts are related.
- Organizations should consider whether technology could improve the efficiency of manual processes.
- It is important to understand the organization's objectives when assessing the impact of potential improvements
Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding principle?
- It is important to assess which method of communication is appropriate for each type of stakeholder.
- Complex systems should be designed with an understanding of how the components' parts are related.
- Organizations should consider whether technology could improve the efficiency of manual processes.
- It is important to understand the organization's objectives when assessing the impact of potential improvements
Which statement about emergency changes is CORRECT?
Which statement about emergency changes is CORRECT?
Which is the definition of an IT asset?
Which is the definition of an IT asset?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the
design and delivery of services?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
What is defined as 'the role that uses services'?
What is defined as 'the role that uses services'?
Which is an example of a problem control activity?
Which is an example of a problem control activity?
What should remain constant within an organization, even when the organizations objectives change?
What should remain constant within an organization, even when the organizations objectives change?
Which is a key element of the 'think and work holistically' guiding principle?
Which is a key element of the 'think and work holistically' guiding principle?
Which practice has a purpose that includes managing authentication and non-repudiation?
Which practice has a purpose that includes managing authentication and non-repudiation?
Which of the following is the MOST important for effective incident management?
Which of the following is the MOST important for effective incident management?
Which practice handles all pre-defined user-initiated service actions?
Which practice handles all pre-defined user-initiated service actions?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which activity is NOT recommended by the 'start where you are' guiding principle?
Which activity is NOT recommended by the 'start where you are' guiding principle?
For which purpose would the continual improvement practice use a SWOT analysis?
For which purpose would the continual improvement practice use a SWOT analysis?
Which TWO types of competence are MOST important for service desk staff?
- Knowledge of business processes
- Collaboration skills
- Advanced technical knowledge
- Workflow design skills
Which TWO types of competence are MOST important for service desk staff?
- Knowledge of business processes
- Collaboration skills
- Advanced technical knowledge
- Workflow design skills
Which is CORRECT about change authorization?
Which is CORRECT about change authorization?
What term is used to describe the functionality of a service?
What term is used to describe the functionality of a service?
Which practice ensures that a variety of access channels are available for users to report issues?
Which practice ensures that a variety of access channels are available for users to report issues?
Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and [?].
Identify the missing word(s) in the following sentence: The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
Which is a key requirement for a successful service level agreements (SLAs)?
Which is a key requirement for a successful service level agreements (SLAs)?
Which is an example of a service request?
Which is an example of a service request?
Which of the four dimensions focuses on managing data in compliance with industry regulations?
Which of the four dimensions focuses on managing data in compliance with industry regulations?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the
organization is now?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous
activities?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could
have an effect on a service?
Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?
In which situation will incident management USUALLY use a separate process?
In which situation will incident management USUALLY use a separate process?
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which practice makes use of methods from Lean, Agile and DevOps?
Which practice makes use of methods from Lean, Agile and DevOps?
Identify the missing word in the following sentence:
Sponsor is the role that authorizes budget for service [?].
Identify the missing word in the following sentence: Sponsor is the role that authorizes budget for service [?].
Which statement about service offerings is CORRECT?
Which statement about service offerings is CORRECT?
Which can a change schedule be used for?
Which can a change schedule be used for?
Which is part of the value proposition of a service?
Which is part of the value proposition of a service?
Why should a service level manager carry out regular service reviews?
Why should a service level manager carry out regular service reviews?
A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on.
What is the correct name for this type of flaw?
A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which practice's purpose includes creating closer, more collaborative relationships?
Which practice's purpose includes creating closer, more collaborative relationships?
Which TWO are inputs to the service value system?
- Demand
- Products
- Value
- Opportunity
Which TWO are inputs to the service value system?
- Demand
- Products
- Value
- Opportunity
What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and
business managers?
What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which is the addition, modification or removal of anything that could have an effect on services?
Which is the addition, modification or removal of anything that could have an effect on services?
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to
be?
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
What is a problem that has been analyzed but has not been resolved?
What is a problem that has been analyzed but has not been resolved?
Which is described by the 'organizations and people' dimension of service management?
Which is described by the 'organizations and people' dimension of service management?
Which facilitates outcomes that customers want to achieve?
Which facilitates outcomes that customers want to achieve?
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT)
analysis, and balanced scorecards?
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Which ITIL concept helps an organization to make good decisions?
Which ITIL concept helps an organization to make good decisions?
Which is a recommendation applying the guiding principle 'keep it simple and practical'?
Which is a recommendation applying the guiding principle 'keep it simple and practical'?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
Which practice nurtures links with stakeholders at strategic and tactical levels?
Which practice nurtures links with stakeholders at strategic and tactical levels?
Which is a way of applying the guiding principle 'focus on value'?
Which is a way of applying the guiding principle 'focus on value'?
Which of the following is NOT recommended by the guiding principle 'start where you are'?
Which of the following is NOT recommended by the guiding principle 'start where you are'?
Which is a use of a continual improvement register?
Which is a use of a continual improvement register?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which TWO of the following are considerations of change enablement?
- Managing the people aspects of change
- Ensuring that organizational transformations are successful
- Maximizing the number of successful service changes
- Ensuring that changes are properly assessed
Which TWO of the following are considerations of change enablement?
- Managing the people aspects of change
- Ensuring that organizational transformations are successful
- Maximizing the number of successful service changes
- Ensuring that changes are properly assessed
How can a service consumer contribute to the reduction of risk?
How can a service consumer contribute to the reduction of risk?
In which case would a problem be logged as part of the problem identification?
In which case would a problem be logged as part of the problem identification?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?],
and the CIs that support them, is available when and where it is needed.
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which service request management decisions require that policies are established?
Which service request management decisions require that policies are established?
Which dimension of service management considers how activities are coordinated?
Which dimension of service management considers how activities are coordinated?
A user contacts the service desk to ask how they can create a report.
Which practice is MOST LIKELY to contribute to resolving this issue?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT
service?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
What is the customer of a service responsible for?
What is the customer of a service responsible for?
When using the 'continual improvement model', which information should be produced by an organization in order to understand where the
organization is now?
When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now?
Which statement about value streams is CORRECT?
Which statement about value streams is CORRECT?
Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?
Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?
Which is an activity in the 'problem control' phase of problem management?
Which is an activity in the 'problem control' phase of problem management?
Which practice nurtures links with stakeholders at strategic and tactical levels?
Which practice nurtures links with stakeholders at strategic and tactical levels?
Which practice has a purpose that includes managing authentication and non-repudiation?
Which practice has a purpose that includes managing authentication and non-repudiation?
Which statement about service offerings is CORRECT?
Which statement about service offerings is CORRECT?
What is a problem that has been analyzed but has not been resolved?
What is a problem that has been analyzed but has not been resolved?
What ensures that a service provider and a service consumer continually co-create value?
What ensures that a service provider and a service consumer continually co-create value?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing
circumstances?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
What is the definition of 'service management'?
What is the definition of 'service management'?
Which is a description of service provision?
Which is a description of service provision?
How is a 'continual improvement register' used?
How is a 'continual improvement register' used?
Which is an input to the service value system?
Which is an input to the service value system?
Which organization delivers outputs or outcomes of a service?
Which organization delivers outputs or outcomes of a service?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
What is the cause, or potential cause, of one or more incidents?
What is the cause, or potential cause, of one or more incidents?
Which value chain activity is concerned with the availability of service components?
Which value chain activity is concerned with the availability of service components?
Which is the FIRST action when optimizing a service?
Which is the FIRST action when optimizing a service?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which is a financially valuable component that can contribute to the delivery of a service?
Which is a financially valuable component that can contribute to the delivery of a service?
Which term is used to describe removing something that could have an effort on a service?
Which term is used to describe removing something that could have an effort on a service?
Which TWO BEST describe the guiding principles?
-
Short-term
-
Standards
-
Recommendations
-
Long-term
Which TWO BEST describe the guiding principles?
-
Short-term
-
Standards
-
Recommendations
-
Long-term
Which BEST describes the focus of the 'think and work holistically' principle?
Which BEST describes the focus of the 'think and work holistically' principle?
Which is the FIRST thing to consider when focusing on value?
Which is the FIRST thing to consider when focusing on value?
Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Identify the missing word in the following sentence. An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
What is the difference between the 'incident management' and 'service desk' practices?
What is the difference between the 'incident management' and 'service desk' practices?
Which step of the 'continual management model' defines measurable targets?
Which step of the 'continual management model' defines measurable targets?
What is included in the purpose of the 'release management' practice?
What is included in the purpose of the 'release management' practice?
Why should a service level agreement include bundles of metrics?
Why should a service level agreement include bundles of metrics?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which practice balances management of risk with maximizing throughput?
Which practice balances management of risk with maximizing throughput?
Which is recommended as part of the 'progress iteratively with feedback' guiding principle?
Which is recommended as part of the 'progress iteratively with feedback' guiding principle?
What is included in the purpose of the 'continual improvement' practice?
What is included in the purpose of the 'continual improvement' practice?
How does the 'incident management' practice set user expectations?
How does the 'incident management' practice set user expectations?
What is a user?
What is a user?
How do 'continual improvement registers' help to create value?
How do 'continual improvement registers' help to create value?
Which statement about the inputs and outputs of the value chain activities is CORRECT?
Which statement about the inputs and outputs of the value chain activities is CORRECT?
What is the value of a service?
What is the value of a service?
Which is the MOST LIKELY way of resolving major incidents?
Which is the MOST LIKELY way of resolving major incidents?
What is the CORRECT order for the three phases of problem management?
What is the CORRECT order for the three phases of problem management?
What is included in the purpose of the 'IT asset management' practice?
What is included in the purpose of the 'IT asset management' practice?
Which component is focused on the activities needed by an organization to help it co-create value?
Which component is focused on the activities needed by an organization to help it co-create value?
Why and how is a user MOST LIKELY to contact the service desk?
Why and how is a user MOST LIKELY to contact the service desk?
What is used as a tool to help define and measure performance?
What is used as a tool to help define and measure performance?
Which of the four dimensions contributes is concerned with service integration and management?
Which of the four dimensions contributes is concerned with service integration and management?
What may form part of a service request procedure?
What may form part of a service request procedure?
When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?
When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?
Which practice identifies changes of state related to infrastructure, services, and business processes?
Which practice identifies changes of state related to infrastructure, services, and business processes?
Identity the missing word(s) in the following sentence.
When an organization is assessing its current state, it should use [?] to obtain accurate measurements.
Identity the missing word(s) in the following sentence. When an organization is assessing its current state, it should use [?] to obtain accurate measurements.
How should a process design allow for exceptional situations?
How should a process design allow for exceptional situations?
Which practice needs the right culture to be embedded across the entire organization?
Which practice needs the right culture to be embedded across the entire organization?
Which term could be used to refer to a single person who has independently subscribed to a service?
Which term could be used to refer to a single person who has independently subscribed to a service?
What is the MOST LIKELY reason that incident management would need a temporary team to work together?
What is the MOST LIKELY reason that incident management would need a temporary team to work together?
Which is MOST LIKELY to be achieved by following a detailed procedure?
Which is MOST LIKELY to be achieved by following a detailed procedure?
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
What is CORRECT about service request management?
What is CORRECT about service request management?
What ensures that service providers and service consumers continue to create value together?
What ensures that service providers and service consumers continue to create value together?
What are the KEY stakeholder groups that service providers should cooperate with?
What are the KEY stakeholder groups that service providers should cooperate with?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents and managing [?] and known errors.
Identify the missing word(s) in the following sentence. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and known errors.
Which describes an unresolved problem which has been already analysed?
Which describes an unresolved problem which has been already analysed?
Which practice conducts reviews to validate that services are covering the needs of the customer?
Which practice conducts reviews to validate that services are covering the needs of the customer?
What is MOST LIKELY to be handled as a service request?
What is MOST LIKELY to be handled as a service request?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Which practice guarantees that users have a range of access channels to choose from to report problems?
A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?
A user wants to know how to create a report, so they come into contact with the service desk. Which practice is MOST LIKELY to help with the solution of this issue?
How can service consumers contribute to risk mitigation?
How can service consumers contribute to risk mitigation?
A good way to apply the ITIL guiding principle ‘focus on value’ is to:
A good way to apply the ITIL guiding principle ‘focus on value’ is to:
Which of the following guiding principles proposes the elimination of unnecessary work?
Which of the following guiding principles proposes the elimination of unnecessary work?
Which of the following statements is included in the ‘improve’ value chain activity’s purpose?
Which of the following statements is included in the ‘improve’ value chain activity’s purpose?
Which of the following statements about change authorization is CORRECT?
Which of the following statements about change authorization is CORRECT?
Which statement about a ‘continual improvement register (CIR)’ is TRUE?
Which statement about a ‘continual improvement register (CIR)’ is TRUE?
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT
(strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?
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Study Notes
Study Notes
Service Management Basics
- A customer defines the service scope and takes responsibility for the outcomes of service consumption.
- Co-creation of value is ensured by the service provider and service consumer continually working together.
Service Value Chain
- The service value chain activity deals with the purchase of new products.
- The 'improve' value chain activity is concerned with creating closer, more collaborative relationships.
- The 'engage' value chain activity ensures that ongoing service activity meets user expectations.
Service Request Management
- The service request management practice handles all pre-defined user-initiated service actions.
- Service requests require policies to be established.
Problem Management
- The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
- The problem control phase includes the regular re-assessment of the effectiveness of workarounds.
- A problem that has been analyzed but has not been resolved is a known error.
Incident Management
- The most important factor for effective incident management is timely communication.
- Incident management usually uses a separate process when there is a major incident.
Change Management
- Change authorization is correct when it is formal permission to implement a change.
- A change schedule can be used for planning and scheduling changes.
- Change enablement is concerned with managing the people aspects of change and ensuring that changes are properly assessed.
Continual Improvement
- The continual improvement practice uses a SWOT analysis to identify opportunities for improvement.
- The 'start where you are' guiding principle recommends beginning with the current state and building on it.
- The 'think and work holistically' guiding principle recommends considering the four dimensions of service management.
ITIL Guiding Principles
- The 'focus on value' guiding principle recommends focusing on value creation and outcomes.
- The 'keep it simple and practical' guiding principle recommends simplicity and practicality.
- The 'collaborate and promote visibility' guiding principle recommends collaboration and visibility.
Service Desk
- The service desk practice ensures that a variety of access channels are available for users to report issues.
- The service desk practice requires staff who demonstrate skills such as empathy and emotional intelligence.
IT Assets
- An IT asset is a financially valuable component that can contribute to the delivery of a service.
- The service configuration management practice is responsible for managing IT assets.
Service Management Dimensions
- The 'organizations and people' dimension of service management is concerned with how the organization and people interact with the service.
- The 'information and technology' dimension of service management is concerned with managing data in compliance with industry regulations.
- The 'partners and suppliers' dimension of service management is concerned with managing relationships with other organizations involved in the design and delivery of services.
- The 'value streams and processes' dimension of service management is concerned with how activities are coordinated.
Service Level Management
- The service level management practice is responsible for ensuring that services delivered to customers are aligned with their needs.
- The service level manager carries out regular service reviews to ensure that services continue to meet the needs of the customers.
Other
- A service consumer contributes to the reduction of risk by defining the service scope and taking responsibility for the outcomes of service consumption.
- The service provider and service consumer continually co-create value by working together.
- A known error is a problem that has been analyzed but has not been resolved.
- A flaw in an application is a defect.
- A defect is a flaw in an application that could cause a service to fail.
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