Podcast
Questions and Answers
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 used as a tool to help define and measure performance?
What is used as a tool to help define and measure performance?
What determines the inputs and outputs of each value chain activity?
What determines the inputs and outputs of each value chain activity?
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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?
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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.
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Which of the following best describes the value of a service?
Which of the following best describes the value of a service?
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What is the most likely method for effectively resolving major incidents?
What is the most likely method for effectively resolving major incidents?
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Which value chain activity is concerned with the availability of service components?
Which value chain activity is concerned with the availability of service components?
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Which is the cause, or potential cause, of one or more incidents?
Which is the cause, or potential cause, of one or more incidents?
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What is the correct sequence for the three phases of problem management?
What is the correct sequence for the three phases of problem management?
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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?
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Which value chain activity is responsible for ensuring ongoing service activity meets user expectations?
Which value chain activity is responsible for ensuring ongoing service activity meets user expectations?
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What key aspect falls under the purpose of IT asset management?
What key aspect falls under the purpose of IT asset management?
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Which component focuses on activities required for co-creating value within an organization?
Which component focuses on activities required for co-creating value within an organization?
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What typically causes or represents a potential cause for one or more incidents?
What typically causes or represents a potential cause for one or more incidents?
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What is a key aspect of the 'continual improvement' practice?
What is a key aspect of the 'continual improvement' practice?
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Which term specifically refers to the act of removing an element that may impact a service?
Which term specifically refers to the act of removing an element that may impact a service?
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How does the 'incident management' practice effectively establish user expectations?
How does the 'incident management' practice effectively establish user expectations?
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What distinguishes the 'incident management' practice from the 'service desk' practice?
What distinguishes the 'incident management' practice from the 'service desk' practice?
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Which option best describes what a user is in the context of services?
Which option best describes what a user is in the context of services?
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What accurately defines service provision?
What accurately defines service provision?
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How do 'continual improvement registers' facilitate value creation?
How do 'continual improvement registers' facilitate value creation?
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Which statement about the inputs and outputs of the value chain activities is accurate?
Which statement about the inputs and outputs of the value chain activities is accurate?
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Which of the following best describes the role of incident management and service desk in IT service management?
Which of the following best describes the role of incident management and service desk in IT service management?
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Which step in the continual improvement model is focused on defining measurable targets?
Which step in the continual improvement model is focused on defining measurable targets?
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Which part of the value proposition of a service includes the financial impact on the consumer?
Which part of the value proposition of a service includes the financial impact on the consumer?
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During which phase of problem management are workarounds regularly re-assessed for their effectiveness?
During which phase of problem management are workarounds regularly re-assessed for their effectiveness?
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What is a primary purpose of the release management practice?
What is a primary purpose of the release management practice?
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Why should service level agreements include bundles of metrics?
Why should service level agreements include bundles of metrics?
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Which of the following is an example of a service request?
Which of the following is an example of a service request?
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Which practice involves balancing risk management with maximizing throughput?
Which practice involves balancing risk management with maximizing throughput?
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Which component is financially valuable and contributes to service delivery?
Which component is financially valuable and contributes to service delivery?
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Which dimension focuses on service integration and management?
Which dimension focuses on service integration and management?
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Which practice focuses on engaging with customers' needs and issues?
Which practice focuses on engaging with customers' needs and issues?
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What is NOT a necessary action when applying the 'collaborate and promote visibility' principle?
What is NOT a necessary action when applying the 'collaborate and promote visibility' principle?
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Which practice is responsible for identifying changes of state in services and infrastructure?
Which practice is responsible for identifying changes of state in services and infrastructure?
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What aspect is included in the purpose of the 'relationship management' practice?
What aspect is included in the purpose of the 'relationship management' practice?
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Which practice is mainly concerned with managing service requests effectively?
Which practice is mainly concerned with managing service requests effectively?
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What should be used by an organization to obtain accurate measurements when assessing its current state?
What should be used by an organization to obtain accurate measurements when assessing its current state?
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How should a process design allow for exceptional situations?
How should a process design allow for exceptional situations?
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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?
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Which practice balances management of risk with maximizing throughput?
Which practice balances management of risk with maximizing throughput?
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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?
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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?
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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?
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Which is MOST LIKELY to be achieved by following a detailed procedure?
Which is MOST LIKELY to be achieved by following a detailed procedure?
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Study Notes
ITIL 4 Foundation Question Bank - Study Notes
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Improvement Iteration: A feedback loop ensures iteration activities remain appropriate in changing circumstances. A minimum viable product isn't the key concept.
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Service Configuration Management: Manages financially valuable components contributing to service delivery.
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Service Actions: Problem management ensures normal service actions are effectively handled.
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Service Unavailability: Incident management is most likely involved when a service is unavailable for unplanned maintenance.
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Service Desk/Staff: Service desk staff (or similar roles) need strong empathy and emotional intelligence skills.
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Service Management Definition: A set of specialized organizational capabilities that enables value for customers through service. A formal description of services (designed to meet consumer needs) isn't the definition.
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Service Provision: A description of services designed explicitly to meet the goals of service consumers. Cooperation between organizations is not the primary definition for 'service provision'.
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Continual Improvement: Records and organizations of past, present, and future improvement suggestions. A minimum viable product (MVP) isn't the primary tool for improvement.
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Service Value System Input: A service value system's input is a need in consumers for new or changed services.
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Service Outcomes/Outputs: A service provider delivers outputs and outcomes of a service. The consumer does not deliver either of these.
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Customer Requirements: Service desks should listen to customer requirements, issues, concerns, and daily needs.
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Performance Measurement: A continual improvement register is a tool for defining and measuring performance. An incident record isn't used for this purpose.
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Value Chain Activities Inputs/Outputs: All value chain activities both have inputs and outputs, the organization's governance does not determine the inputs and outputs per activity.
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Service Configuration Management: Ensures accurate information is accessible for CI configuration. The missing word from the sentence is IT assets.
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Service Components Availability: Planning and design/transition are activities that are related to component availability..
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Incident Investigation resource: Knowledgeable support staff are the best resource for investigating complex incidents.
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Incident Cause: An event is often the potential cause of an incident or multiple incidents.
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Service Optimization: The first action when optimizing a service is implementing improvement measures, not evaluating the current state. The organizational context should be understood before any measures are made concerning the service.
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Supplier Contract Risk Management: Service level management is most likely involved when a supplier alters their contract's terms.
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Service Component Value: A configuration item is a financially valuable component assisting service delivery.
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Service Customer Responsibilities: Customers are responsible for defining service requirements.
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Removal Action: A change action describes a process of removing something affecting a service, versus an event or problem.
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Guiding Principles: Standards and recommendations are two key guiding principles
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Holistic Thinking: The focus of "think and work holistically" is to remove unnecessary steps, and to break down large initiatives into smaller tasks. An organizations activities are integrated to deliver value.
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Non-repudiation and Authentication: Information security management manages authentication and non-repudiation.
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Incident Management: Effective incident management depends on collaborative tools and techniques. Automated pipelines are not the MOST important aspect of incident management.
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Service Value: The value of a service lies in its benefits and usefulness to the stakeholders.
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Continual Improvement Goals: Guiding principles for continual improvement include starting where you are and thinking holistically.
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Problem Management Stages: Problem management has stages including identification, control, and analysis. Regular re-assessment of workarounds is part of problem control.
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Service Level Agreements (SLAs): Service level agreements should contain bundles of metrics that help track performance and identify gaps.
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Defining Service Expectations: Incident management is about defining and communicating clear expectations for service resolution times.
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Incident Management/Service Desk Collaboration: Incident management is about restoring service operation, while the service desk facilitates communication with users; this is a key difference between the two.
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Service Provision Definition: Service provision is a description of service to address customer needs. Activities that organizations perform to deliver services are not the primary definition.
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Value Chain Activity Inputs/Outputs: Every value chain activity has inputs and outputs, and an organizations governance does not determine these.
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Service Value: Quantifying the tangible and intangible outputs or outcomes for the value offered by the service to stakeholders. The monetary gains from the service are not the entirety of the value.
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Description
Test your knowledge on service management principles and practices with this quiz. Answer questions about value chains, service configuration management, and problem management. Ideal for students and professionals looking to enhance their understanding of service delivery and improvement.