PDF Quiz - ITIL Past Paper PDF

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23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz PDFToQuiz Manage Subscription Menu Go Home Time Taken 00:26:31 Retake quiz 1 of 50 Which statement about the 'continual improvement model' is CORRECT? Organizations should use an additional model or method to link improvements to customer value Organizations should work through the steps of the model in the sequence in which they are presented The model is applicable to only certain parts of the service value system The flow of the model helps organizations to link improvements to its goals 2 of 50 What is the MAIN benefit of 'problem management'? D. Managing workarounds and known errors C. Maximizing the number of successful changes A. Restoring normal service as quickly as possible B. Reducing the number and impact of incidents 3 of 50 Which type of change is MOST LIKELY to be initiated as part of the 'service request https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 1/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz management' practice? D. A change model C. A standard change B. An emergency change A. A normal change 4 of 50 What is the definition of warranty? A means of determining whether a service is fit for purpose A means of identifying events that could cause harm or loss A means of determining whether a service is fit for use A means of identifying a result for a stakeholder 5 of 50 Which phase of problem management includes analyzing incidents to look for patterns and trends? Post-implementation review Problem identification Problem control Error control 6 of 50 Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'? C. The complexities of the service provider's IT systems are identified https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 2/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz D. The service provider gains a better understanding of the customer experience B. Bottlenecks in the service provider's workflow are identified A. Service providers are able to respond more quickly to customer needs 7 of 50 Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation? Keep it simple and practical Progress iteratively with feedback Collaborate and promote visibility Think and work holistically 8 of 50 Which practice includes management of workarounds and known errors? C. Problem management A. Monitoring and event management B. Service configuration management D. Incident management 9 of 50 Identify the missing words in the following sentence: The 'incident management' practice should maintain [?] for logging and managing incidents. D. a value chain activity https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 3/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz B. a formal process A. a dedicated team C. detailed procedures 10 of 50 Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system? B. Start where you are C. Think and work holistically D. Keep it simple and practical A. Focus on value 11 of 50 Which practice facilitates operational communication between the service provider organization and users in the service consumer organization? Service level management Monitoring and event management Service desk Relationship management 12 of 50 Which TWO are considered part of the 'organizations and people' dimension of service management? A. 1 and 2 https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 4/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz C. 3 and 4 B. 2 and 3 D. 1 and 4 13 of 50 Which practice is MOST associated with the use of empathy to understand users? Change enablement Service desk Service level management Continual improvement 14 of 50 Which statement about the 'service request management' practice is CORRECT? B. A new workflow is created for each type of request A. Service requests are fulfilled using simple workflows C. Additional approval is sometimes needed for restoration of service D. Financial authorization is sometimes required for service requests 15 of 50 Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances? C. Practices A. Continual improvement D. Guiding principles https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 5/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz B. Service value chain 16 of 50 Which is an activity of 'problem identification'? Establishing problem workarounds Analyzing information from software developers Establishing potential permanent solutions Analyzing the cause of problems 17 of 50 Which guiding principle says that it is not usually necessary to build something new? C. Progress iteratively with feedback A. Focus on value D. Think and work holistically B. Start where you are 18 of 50 Which is part of the 'focus on value' guiding principle? Reducing the number of steps in the customer experience Understanding what services help the service consumer Assessing services to identify parts that can be reused Identifying activities that can be achieved in smaller iterations 19 of 50 Which guiding principle discourages 'silo activity'? https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 6/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz D. Keep it simple and practical A. Focus on value C. Collaborate and promote visibility B. Start where you are 20 of 50 Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools? Deployment management Service configuration management Service desk Problem management 21 of 50 Which skill is required by the 'service level management' practice? Technical expertise Supplier management Event monitoring Problem management 22 of 50 Which statement about outcomes is CORRECT? Outcomes use activities to produce tangible or intangible deliverables Outcomes help a service consumer to assess the cost of a specific activity https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 7/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz Outcomes give service consumers assurance of products or services Outcomes rely on outputs to deliver results for a stakeholder 23 of 50 Which practice has a purpose that includes the handling of predefined, user-initiated demands for service? Deployment management Change enablement Service request management Service configuration management 24 of 50 Which statement about value creating activities is CORRECT? A value stream is an operating model for creating value through products and services Each value stream should be designed with a specific combination of service value chain activities Service value chain activities have pre-determined dependencies on ITIL practices Organizations should ensure that each value stream is applicable to many scenarios 25 of 50 Identify the missing word in the following sentence: A service is a means of enabling value co-creation by facilitating [?] that customers want https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 8/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz to achieve, without the customer having to manage specific costs and risks. outcomes utility outputs warranty 26 of 50 What is the MOST important reason for prioritizing incidents? A. To ensure that user expectations are realistic D. To provide links to related changes and known errors B. To ensure that incidents with highest impact are resolved first C. To help information-sharing and learning 27 of 50 Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability? Change enablement Problem management Information security management Service configuration management 28 of 50 Which of the four dimensions includes the knowledge bases needed to deliver and manage services? https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 9/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz A. Organizations and people C. Partners and suppliers B. Information and technology D. Value streams and processes 29 of 50 What is a cause, or potential cause, of one or more incidents? D. An incident A. A problem B. A configuration item C. A workaround 30 of 50 Which TWO statements about the guiding principles are CORRECT? Organizations should decide which one of the guiding principles is relevant to them Organizations should consider how the guiding principles interact with each other The guiding principles support continual improvement Each guiding principle applies to a selection of the available stakeholder groups 31 of 50 Which is part of the definition of a customer? The role that authorizes budget for service consumption The role that defines the requirements for a service A set of specialized organizational capabilities for enabling value https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 10/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz A means of enabling value co-creation 32 of 50 Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled? D. Service request management A. Incident management C. Problem management B. Service level management 33 of 50 Identify the missing word in the following sentence: A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services. A. problem D. configuration item B. risk C. change 34 of 50 Which guiding principle recommends that unnecessary work should be eliminated? B. Think and work holistically C. Start where you are A. Keep it simple and practical D. Progress iteratively with feedback https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 11/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz 35 of 50 Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service? A. Deployment management C. Monitoring and event management B. Continual improvement D. IT asset management 36 of 50 Which dimension considers the application of artificial intelligence to service management? Organizations and people Partners and suppliers Value streams and processes Information and technology 37 of 50 Identify the missing word in the following sentence: A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption. resources suppliers requirements products https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 12/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz 38 of 50 Which describes the 'plan' value chain activity? It ensures continual improvement of products, services, and practices across all value chain activities It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations It ensures a shared understanding of the current status and vision for all products and services across the organization It ensures that service components are available when and where they are needed, and meet agreed specifications 39 of 50 Which statement about standard changes is CORRECT? D. The change does not require additional authorization C. The appropriate change authority should be assigned to each type of change B. The change can be implemented with less testing if necessary A. A full assessment should be completed each time the change is implemented 40 of 50 Which activity is part of the 'continual improvement' practice? https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 13/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz Prioritizing and creating business cases for improvement initiatives Improving relationships with and between stakeholders Identifying the cause of unplanned interruptions to service Handling compliments and complaints from users to identify improvements 41 of 50 What is the purpose of the 'deployment management' practice? To protect the information needed by the organization to conduct its business To move new or changed components to live environments To plan and manage the full lifecycle of all IT assets To make new and changed services and features available for use 42 of 50 What is the purpose of the 'monitoring and event management' practice? To systematically observe services and service components To restore normal service operation as quickly as possible To manage workarounds and known errors To capture demand for incident resolution and service requests 43 of 50 Which statement about the 'optimize and automate' guiding principle is CORRECT? B. Automation is best applied to non-standard tasks A. Activities should be automated before they are optimized https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 14/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz C. Technology eliminates the need for human intervention D. Automation frees human resources for more complex activities 44 of 50 Which costs are included in the value proposition of a service? D. The benefits, usefulness, and importance of the service that are perceived by the service consumer C. Tangible or intangible results for the service consumer because they are using the service A. Additional expense that the service consumer has because they are using the service B. Money that the service consumer no longer needs to spend because they are using the service 45 of 50 Which practice is MOST LIKELY to be involved in managing a service that will be unavailable for the next two hours for unplanned maintenance? Service request management Incident management Change enablement Problem management 46 of 50 What is included in the purpose of the 'relationship management' practice? B. Setting clear business-based targets so that the delivery of a service can be properly assessed https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 15/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz C. Creating collaborative relationships with key suppliers to uncover and realize new value D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders 47 of 50 What is provided by the 'engage' value chain activity? Ensuring that stakeholder expectations for quality are met Ensuring that service components are available when needed Ensuring that stakeholder needs are understood by the organization Ensuring that services are operated to meet agreed specifications 48 of 50 What is defined as any financially valuable component that can contribute to the delivery of a service? C. IT asset D. Event B. Product A. Configuration item 49 of 50 Which is a low risk change that has been pre- approved so that no additional authorization is needed? https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 16/17 23. 11. 2024 10:55 PDF To Quiz | PDFToQuiz A normal change An emergency change A standard change A change model 50 of 50 Which 'service level management' activity helps staff to deliver a more business-focused service? C. Using complex technical terminology in service level agreements (SLAs) B. Understanding the ongoing requirements of customers A. Creating targets based on the percentage of uptime of a service D. Measuring low-level operational activities Submit https://www.pdftoquiz.com/dashboard/quiz/e39a941c-beab-4a4e-bccd-e1beb20c1f80/multiple-choice/quiz 17/17