Incident Management Practice: Identify the Missing Word in the Sentence

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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.

requirements (correct)

resources

suppliers

products

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?

Standard change

Normal change

Emergency change (correct)

Change model

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders

The service value system Signup and view all the answers

Which statement about outcomes is CORRECT?

An outcome depends on at least one output to deliver a result Signup and view all the answers

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

Error control Signup and view all the answers

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Service level management Signup and view all the answers

Which service value chain activity deals with the purchase of new products?

Obtain/build Signup and view all the answers

Which of the following is included in the purpose of the 'continual improvement' practice?

The alignment of the organization's practices and services with changing business needs Signup and view all the answers

Which is included in the purpose of the 'improve' value chain activity?

Ensuring a shared understanding of the improvement direction for services across the organization Signup and view all the answers

Which is the BEST type of resource for investigating complex incidents?

Knowledgeable support staff Signup and view all the answers

What is defined as `any component that needs to be managed in order to deliver an IT service`?

A configuration item Signup and view all the answers

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

3 and 4 Signup and view all the answers

Which statement about emergency changes is CORRECT?

Emergency changes are not usually recorded in the change schedule Signup and view all the answers

Which is the definition of an IT asset?

Any financially valuable component that contributes to a service Signup and view all the answers

Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

Partners and suppliers Signup and view all the answers

What is defined as 'the role that uses services'?

User Signup and view all the answers

Which is an example of a problem control activity?

Documenting the steps in a workaround Signup and view all the answers

What should remain constant within an organization, even when the organizations objectives change?

Guiding principles Signup and view all the answers

Which is a key element of the 'think and work holistically' guiding principle?

Understanding the methods applicable to complex systems Signup and view all the answers

Which practice has a purpose that includes managing authentication and non-repudiation?

Information security management Signup and view all the answers

Which of the following is the MOST important for effective incident management?

Collaboration tools and techniques Signup and view all the answers

Which practice handles all pre-defined user-initiated service actions?

Service request management Signup and view all the answers

Which is the MOST important stakeholder group that a service provider needs to collaborate with?

Relationship managers Signup and view all the answers

Which activity is NOT recommended by the 'start where you are' guiding principle?

Discarding existing processes before assessing their usefulness Signup and view all the answers

For which purpose would the continual improvement practice use a SWOT analysis?

Understanding the current state Signup and view all the answers

Which TWO types of competence are MOST important for service desk staff?

Knowledge of business processes

Collaboration skills

Advanced technical knowledge

Workflow design skills

1 and 2 Signup and view all the answers

Which is CORRECT about change authorization?

Assignment of the change authority is based on the change type and mode Signup and view all the answers

What term is used to describe the functionality of a service?

Utility Signup and view all the answers

Which practice ensures that a variety of access channels are available for users to report issues?

Service desk Signup and view all the answers

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 [?].

known errors Signup and view all the answers

Which is a key requirement for a successful service level agreements (SLAs)?

They should be written using language and terms which all parties will understand Signup and view all the answers

Which is an example of a service request?

A request for access to a file Signup and view all the answers

Which of the four dimensions focuses on managing data in compliance with industry regulations?

nformation and technology Signup and view all the answers

When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

Assessment results Signup and view all the answers

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Progress iteratively with feedback Signup and view all the answers

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?

Change enablement Signup and view all the answers

In which situation will incident management USUALLY use a separate process?

For information security incidents Signup and view all the answers

Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

Incident management Signup and view all the answers

Which practice makes use of methods from Lean, Agile and DevOps?

Continual improvement Signup and view all the answers

Identify the missing word in the following sentence: Sponsor is the role that authorizes budget for service [?].

consumption Signup and view all the answers

Which statement about service offerings is CORRECT?

The same product can be used as a basis for more than one service offering Signup and view all the answers

Which can a change schedule be used for?

Providing information about deployed changes to help manage incidents and problems Signup and view all the answers

Which is part of the value proposition of a service?

Costs removed from the consumer by the service Signup and view all the answers

Why should a service level manager carry out regular service reviews?

To capture information about service issues and performance against agreed goals Signup and view all the answers

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?

Problem Signup and view all the answers

Which value chain activity ensures that ongoing service activity meets user expectations?

Deliver and support Signup and view all the answers

Which practice's purpose includes creating closer, more collaborative relationships?

Supplier management Signup and view all the answers

Which TWO are inputs to the service value system?

Demand

Products

Value

Opportunity

1 and 4 Signup and view all the answers

What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

Service level manager Signup and view all the answers

Which is the addition, modification or removal of anything that could have an effect on services?

A change Signup and view all the answers

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

Optimize and automate Signup and view all the answers

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Service desk Signup and view all the answers

What is a problem that has been analyzed but has not been resolved?

Known error Signup and view all the answers

Which is described by the 'organizations and people' dimension of service management?

Communication and collaboration Signup and view all the answers

Which facilitates outcomes that customers want to achieve?

Service Signup and view all the answers

Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Continual improvement Signup and view all the answers

Which ITIL concept helps an organization to make good decisions?

Guiding principles Signup and view all the answers

Which is a recommendation applying the guiding principle 'keep it simple and practical'?

If a practice is easier to follow it is more likely to be adopted Signup and view all the answers

Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

Monitoring and event management Signup and view all the answers

What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?

Service desk agent Signup and view all the answers

Which practice nurtures links with stakeholders at strategic and tactical levels?

Relationship management Signup and view all the answers

Which is a way of applying the guiding principle 'focus on value'?

Understanding how service consumers use services Signup and view all the answers

Which of the following is NOT recommended by the guiding principle 'start where you are'?

Building something completely new Signup and view all the answers

Which is a use of a continual improvement register?

Tracking and managing improvement ideas from identification through to final action Signup and view all the answers

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

Service request management Signup and view all the answers

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

3 and 4 Signup and view all the answers

How can a service consumer contribute to the reduction of risk?

By fully understanding their own requirements for the service Signup and view all the answers

In which case would a problem be logged as part of the problem identification?

After receiving of error information from a supplier Signup and view all the answers

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.

services Signup and view all the answers

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

Service request management Signup and view all the answers

Which service request management decisions require that policies are established?

Deciding which service requests require approval Signup and view all the answers

Which dimension of service management considers how activities are coordinated?

Value streams and processes Signup and view all the answers

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?

Service request management Signup and view all the answers

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

IT asset management Signup and view all the answers

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

Service desk Signup and view all the answers

What is the customer of a service responsible for?

Defining the requirements for the service Signup and view all the answers

When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now?

Assessment results Signup and view all the answers

Which statement about value streams is CORRECT?

Each value stream must be designed for a specific scenario Signup and view all the answers

Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?

Optimize and automate Signup and view all the answers

Which is an activity in the 'problem control' phase of problem management?

Documenting the steps in a workaround Signup and view all the answers

Which practice nurtures links with stakeholders at strategic and tactical levels?

Relationship management Signup and view all the answers

Which practice has a purpose that includes managing authentication and non-repudiation?

Information security management Signup and view all the answers

Which statement about service offerings is CORRECT?

The same product can be used as a basis for more than one service offering Signup and view all the answers

What is a problem that has been analyzed but has not been resolved?

Known error Signup and view all the answers

What ensures that a service provider and a service consumer continually co-create value?

Service relationship management Signup and view all the answers

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

Feedback loop Signup and view all the answers

What is the definition of 'service management'?

A set of specialized organizational capabilities for enabling value for customers in the form of services Signup and view all the answers

Which is a description of service provision?

A way to help create value by facilitating outcomes that service consumers need Signup and view all the answers

How is a 'continual improvement register' used?

To organize past, present, and future improvement ideas Signup and view all the answers

Which is an input to the service value system?

A need from consumers for new or changed services. Signup and view all the answers

Which organization delivers outputs or outcomes of a service?

A service provider delivers outcomes of the service Signup and view all the answers

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

Service desk Signup and view all the answers

What is the cause, or potential cause, of one or more incidents?

A problem Signup and view all the answers

Which value chain activity is concerned with the availability of service components?

Obtain/build Signup and view all the answers

Which is the FIRST action when optimizing a service?

Understand the organizational context Signup and view all the answers

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

Change enablement Signup and view all the answers

Which is a financially valuable component that can contribute to the delivery of a service?

IT asset Signup and view all the answers

Which term is used to describe removing something that could have an effort on a service?

A change Signup and view all the answers

Which TWO BEST describe the guiding principles?

Short-term

Standards

Recommendations

Long-term

2 and 3 Signup and view all the answers

Which BEST describes the focus of the 'think and work holistically' principle?

Integrating an organization's activities to deliver value Signup and view all the answers

Which is the FIRST thing to consider when focusing on value?

Understanding what is valuable to the service consumer Signup and view all the answers

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.

Improve Signup and view all the answers

What is the difference between the 'incident management' and 'service desk' practices?

Incident management restores service operation, service desk provides communication with users Signup and view all the answers

Which step of the 'continual management model' defines measurable targets?

Where do we want to be? Signup and view all the answers

What is included in the purpose of the 'release management' practice?

Making new features available for use Signup and view all the answers

Why should a service level agreement include bundles of metrics?

To help focus on business outcomes, rather than operational results Signup and view all the answers

Which of the four dimensions contributes MOST to defining activities needed to deliver services?

Value streams and processes Signup and view all the answers

Which practice balances management of risk with maximizing throughput?

Change enablement Signup and view all the answers

Which is recommended as part of the 'progress iteratively with feedback' guiding principle?

Organize work into small manageable units Signup and view all the answers

What is included in the purpose of the 'continual improvement' practice?

Aligning the organization's practices and services with changing business needs Signup and view all the answers

How does the 'incident management' practice set user expectations?

By agreeing, and communicating target resolution times Signup and view all the answers

What is a user?

The role that uses services Signup and view all the answers

How do 'continual improvement registers' help to create value?

By making improvements visible Signup and view all the answers

Which statement about the inputs and outputs of the value chain activities is CORRECT?

Each value chain activity receives inputs and provides outputs Signup and view all the answers

What is the value of a service?

The benefits, usefulness, or importance of the service, as perceived by the stakeholders Signup and view all the answers

Which is the MOST LIKELY way of resolving major incidents?

A temporary team working together to identify a resolution Signup and view all the answers

What is the CORRECT order for the three phases of problem management?

Problem identification, problem control, error control Signup and view all the answers

What is included in the purpose of the 'IT asset management' practice?

Supporting decision-making about purchase, re-use, retirement, and disposal of assets Signup and view all the answers

Which component is focused on the activities needed by an organization to help it co-create value?

Service value chain Signup and view all the answers

Why and how is a user MOST LIKELY to contact the service desk?

To request access to a resource via a self-service portal Signup and view all the answers

What is used as a tool to help define and measure performance?

A service level agreement Signup and view all the answers

Which of the four dimensions contributes is concerned with service integration and management?

Information and technology Signup and view all the answers

What may form part of a service request procedure?

Authorization in accordance with a security policy Signup and view all the answers

When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?

Ensuring everyone involved in the initiative is in agreement about it before starting Signup and view all the answers

Which practice identifies changes of state related to infrastructure, services, and business processes?

Monitoring and event management Signup and view all the answers

Identity the missing word(s) in the following sentence. When an organization is assessing its current state, it should use [?] to obtain accurate measurements.

Source data Signup and view all the answers

How should a process design allow for exceptional situations?

Create rules to handle exceptions generally Signup and view all the answers

Which practice needs the right culture to be embedded across the entire organization?

Continual improvement Signup and view all the answers

Which term could be used to refer to a single person who has independently subscribed to a service?

Organization Signup and view all the answers

What is the MOST LIKELY reason that incident management would need a temporary team to work together?

To resolve a complex or major incident Signup and view all the answers

Which is MOST LIKELY to be achieved by following a detailed procedure?

Managing a service request Signup and view all the answers

Which of the four dimensions focuses on roles, responsibilities, and systems of authority?

Organizations and people Signup and view all the answers

What is CORRECT about service request management?

Compliments can be handled as service requests Signup and view all the answers

What ensures that service providers and service consumers continue to create value together?

Service relationship management Signup and view all the answers

What are the KEY stakeholder groups that service providers should cooperate with?

Customers Signup and view all the answers

Which statement about the purpose of the Monitoring and event management practice is TRUE?

Systematically observe services and service components, and record and report selected changes of state identified as events Signup and view all the answers

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.

workarounds Signup and view all the answers

Which describes an unresolved problem which has been already analysed?

A known error Signup and view all the answers

Which practice conducts reviews to validate that services are covering the needs of the customer?

Service level management Signup and view all the answers

What is MOST LIKELY to be handled as a service request?

Providing a virtual server for a development team Signup and view all the answers

Which practice guarantees that users have a range of access channels to choose from to report problems?

Service desk Signup and view all the answers

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?

Service request management Signup and view all the answers

How can service consumers contribute to risk mitigation?

By being fully aware of their own requirements for the service Signup and view all the answers

A good way to apply the ITIL guiding principle ‘focus on value’ is to:

Understand why services are used by service consumers Signup and view all the answers

Which of the following guiding principles proposes the elimination of unnecessary work?

Keep it simple and practical Signup and view all the answers

Which of the following statements is included in the ‘improve’ value chain activity’s purpose?

Ensure the continual improvement of practices across all value chain activities Signup and view all the answers

Which of the following statements about change authorization is CORRECT?

The change type and model is the basis for assigning the change authority Signup and view all the answers

Which statement about a ‘continual improvement register (CIR)’ is TRUE?

Used to track and manage improvement ideas from identification through to final action Signup and view all the answers

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?

Continual improvement Signup and view all the answers

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.