IT-7 PDF - IT Service Management Questions

Question #266 Topic 1 Which TWO of the following are considerations of change enablement? 1. Managing the people aspects of change 2. Ensuring that organizational transformations are successful 3. Maximizing the number of successful service changes 4. Ensuring that changes are properly assessed A...

Question #266 Topic 1 Which TWO of the following are considerations of change enablement? 1. Managing the people aspects of change 2. Ensuring that organizational transformations are successful 3. Maximizing the number of successful service changes 4. Ensuring that changes are properly assessed A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 Correct Answer: C Question #267 Topic 1 How can a service consumer contribute to the reduction of risk? A. By providing the service in accordance with requirements B. By ensuring that the service provider's resources are correctly configured C. By fully understanding their own requirements for the service D. By managing the detailed level of risk on behalf of the service provider Correct Answer: C Question #268 In which case would a problem be logged as part of the problem identification? A. When the cause is identified but not resolved B. After receiving of error information from a supplier C. When a user reports an unplanned service interruption D. After a workaround is identified and documented Correct Answer: B Topic 1 Question #269 Topic 1 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. A. organizations B. outcomes C. IT assets D. services Correct Answer: D Question #270 Topic 1 Which practice helps to ensure that the services delivered to customers are aligned with their needs? A. Service level management B. Change enablement C. Problem management D. Service request management Correct Answer: D Question #271 Topic 1 Which service request management decisions require that policies are established? A. Deciding how degradations of service are resolved B. Deciding how to handle service requests where the steps are unknown C. Deciding which service requests require approval D. Deciding when workarounds should be used Correct Answer: C Question #272 Which dimension of service management considers how activities are coordinated? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Correct Answer: D Topic 1 Question #273 Topic 1 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. Incident management B. Service level management C. Service request management D. Change enablement Correct Answer: C Question #274 Topic 1 Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service? A. Service configuration management B. IT asset management C. Change enablement D. Deployment management Correct Answer: B Question #275 Topic 1 Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence? A. Service request management B. Continual improvement C. Problem management D. Service desk Correct Answer: D Question #276 What is the customer of a service responsible for? A. Defining the requirements for the service B. Provisioning the service C. Using the service D. Authorizing the budget for the service Correct Answer: A Topic 1 Question #277 Topic 1 When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now? A. Business objectives B. Improvement plans C. Assessment results D. Measurable targets Correct Answer: C Question #278 Topic 1 Which statement about value streams is CORRECT? A. Each value stream must include all six value chain activities B. Each value stream must include suppliers or partners C. Each value stream must be designed for a specific scenario D. Each value stream must include all 34 ITIL practices Correct Answer: C Question #279 Topic 1 Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements? A. Optimize and automate B. Think and work holistically C. Start where you are D. Focus on value Correct Answer: A Question #280 Which is an activity in the 'problem control' phase of problem management? A. Re-assessing a known error to manage the ongoing impact B. Implementing a technical fix to resolve an issue C. Documenting the steps in a workaround D. Reviewing incident records to identify trends Correct Answer: C Topic 1 Question #281 Topic 1 Which practice nurtures links with stakeholders at strategic and tactical levels? A. Supplier management B. Relationship management C. Service desk D. Service level management Correct Answer: B Question #282 Topic 1 Which practice has a purpose that includes managing authentication and non-repudiation? A. Information security management B. Change enablement C. Service configuration management D. IT asset management Correct Answer: A Question #283 Topic 1 Which statement about service offerings is CORRECT? A. The same product can be used as a basis for more than one service offering B. Service offerings include the transfer of goods from the consumer to the provider C. Service offerings describe service actions performed by users D. Each service should be described to consumers as a single service offering Correct Answer: A Question #284 What is a problem that has been analyzed but has not been resolved? A. Workaround B. Incident C. Known error D. Event Correct Answer: C Topic 1 Question #285 Topic 1 What ensures that a service provider and a service consumer continually co-create value? A. Service consumption B. Service offerings C. Service relationship management D. Service level management Correct Answer: C Question #286 Topic 1 When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances? A. Minimum viable product B. Feedback loop C. Analysis paralysis D. Direct observation Correct Answer: B Question #287 Topic 1 What is the definition of 'service management'? A. A result for a stakeholder enabled by one or more outputs B. A formal description of one or more services, designed to address the needs of a target consumer group C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation D. A set of specialized organizational capabilities for enabling value for customers in the form of services Correct Answer: D Question #288 Which is a description of service provision? A. A way to help create value by facilitating outcomes that service consumers need B. Activities that an organization performs to deliver services C. A formal description of one or more services, designed to address the needs of a service consumer D. Cooperation between two organizations to ensure that a service delivers value Correct Answer: A Topic 1 Question #289 Topic 1 How is a 'continual improvement register' used? A. To provide a structured approach to implementing improvements B. To authorize changes to implement improvement initiatives C. To organize past, present, and future improvement ideas D. To record requests for provision of a resource or service Correct Answer: C Question #290 Topic 1 Which is an input to the service value system? A. A need from consumers for new or changed services. B. The system of directing and controlling an organization C. A model to help meet stakeholders' expectations D. Recommendations to help an organization in all aspects of its work Correct Answer: A Question #291 Topic 1 Which organization delivers outputs or outcomes of a service? A. A service consumer delivers outcomes of the service B. A service consumer delivers outputs of the service C. A service provider delivers outcomes of the service D. A service provider delivers outputs of the service Correct Answer: C Question #292 Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers? A. Service request management B. Service desk C. Supplier management D. Service level management Correct Answer: B Topic 1 Question #293 Topic 1 What is the cause, or potential cause, of one or more incidents? A. A problem B. A known error C. An event D. A change Correct Answer: A Question #294 Topic 1 Which value chain activity is concerned with the availability of service components? A. Obtain/build B. Design and transition C. Deliver and support D. Plan Correct Answer: A Question #295 Topic 1 Which is the FIRST action when optimizing a service? A. Assess the current state B. Understand the organizational context C. Agree the future state D. Implement the improvements Correct Answer: B Question #296 Topic 1 Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization? A. Service request management B. Change enablement C. Incident management D. Service level management Correct Answer: B Question #297 Topic 1 Which is a financially valuable component that can contribute to the delivery of a service? A. Sponsor B. Configuration item C. IT asset D. Service offering Correct Answer: C Question #298 Topic 1 Which term is used to describe removing something that could have an effort on a service? A. A change B. An incident C. A problem D. An IT asset Correct Answer: A Question #299 Which TWO BEST describe the guiding principles? 1. Short-term 2. Standards 3. Recommendations 4. Long-term A. 1 and 4 B. 2 and 3 C. 3 and 4 D. 1 and 2 Correct Answer: B Topic 1 Question #300 Topic 1 Which BEST describes the focus of the 'think and work holistically' principle? A. Breaking down large initiatives into smaller pieces of work B. Integrating an organization's activities to deliver value C. Eliminating unnecessary steps to deliver valuable outcomes D. Considering the existing organizational assets before building something new Correct Answer: B Question #301 Topic 1 Which is the FIRST thing to consider when focusing on value? A. Defining customer experience and user experience B. Understanding what is valuable to the service consumer C. Ensuring value is co-created by improvement initiatives D. Identifying the service consumer who will receive value Correct Answer: B Question #302 Topic 1 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. A. Discard B. Improve C. Consider D. Re-use Correct Answer: B Question #303 What is the difference between the 'incident management' and 'service desk' practices? A. Incident management resolves issues, service desk investigates the underlying causes of issues B. Incident management restores service operation, service desk provides communication with users C. Incident management manages interruptions to services, service desk monitors achieved service quality D. Incident management resolves complex issues, service desk resolves simpler issues Correct Answer: B Topic 1 Question #304 Topic 1 Which step of the 'continual management model' defines measurable targets? A. Where do we want to be? B. What is the vision? C. How do we get there? D. Where are we now? Correct Answer: A Question #305 Topic 1 What is included in the purpose of the 'release management' practice? A. Authorizing changes to proceed B. Making new features available for use C. Moving new software to live environments D. Ensuring information about services is available Correct Answer: B Question #306 Topic 1 Why should a service level agreement include bundles of metrics? A. To reduce the number of metrics that need to be measured and reported B. To help focus on business outcomes, rather than operational results C. To ensure that the service levels have been agreed with customers D. To ensure that all services are included in the service reports Correct Answer: B Question #307 Which of the four dimensions contributes MOST to defining activities needed to deliver services? A. Partners and suppliers B. Organizations and people C. Value streams and processes D. Information and technology Correct Answer: C Topic 1 Question #308 Topic 1 Which practice balances management of risk with maximizing throughput? A. Problem management B. Incident management C. Continual improvement D. Change enablement Correct Answer: D Question #309 Topic 1 Which is recommended as part of the 'progress iteratively with feedback' guiding principle? A. Analyze the whole situation in detail before taking any action B. Reduce the number of steps that produce tangible results C. Prohibit changes to plans after they have been finalized D. Organize work into small manageable units Correct Answer: D Question #310 Topic 1 What is included in the purpose of the 'continual improvement' practice? A. Creating collaborative relationships with key suppliers to realize new value B. Aligning the organization's practices and services with changing business needs C. Identifying and continually improving relationships with and between stakeholders D. Ensuring that delivery of services is properly assessed, monitored, and improved against targets Correct Answer: B Question #311 How does the 'incident management' practice set user expectations? A. By using collaboration tools to communicate effectively B. By agreeing, and communicating target resolution times C. By assigning resources to ensure that all incidents are resolved as quickly as possible D. By automated matching of incidents to known errors Correct Answer: B Topic 1 Question #312 Topic 1 What is a user? A. The role that defines the requirements for a service B. The role that directs and controls an organization C. The role that uses services D. The role that authorizes budget for service consumption Correct Answer: C Question #313 Topic 1 How do 'continual improvement registers' help to create value? A. By making improvements visible B. By monitoring achievement against service level targets C. By assigning change authorities for change requests D. By documenting all improvement ideas in a single place Correct Answer: A Question #314 Topic 1 Which statement about the inputs and outputs of the value chain activities is CORRECT? A. Each value chain activity receives inputs and provides outputs B. The organization's governance will determine the inputs and outputs of each value chain activity C. Some value chain activities only have inputs, whereas others only have outputs D. Inputs and outputs are fixed for each value chain activity Correct Answer: A Question #315 What is the value of a service? A. A tangible or intangible deliverable of the service B. The amount of money that is created or saved for the service consumers by using the service C. The benefits, usefulness, or importance of the service, as perceived by the stakeholders D. A result for a stakeholder enabled by the outputs of the service Correct Answer: C Topic 1 Question #316 Topic 1 Which is the MOST LIKELY way of resolving major incidents? A. A support team following detailed procedures for investigating the incident B. Users establishing a resolution using self-help C. A temporary team working together to identify a resolution D. The service desk identifying the cause and a resolution Correct Answer: C Question #317 Topic 1 What is the CORRECT order for the three phases of problem management? A. Problem control, error control, problem identification B. Problem identification, problem control, error control C. Error control, problem control, problem identification D. Problem identification, error control, problem control Correct Answer: B Question #318 Topic 1 What is included in the purpose of the 'IT asset management' practice? A. Supporting decision-making about purchase, re-use, retirement, and disposal of assets B. Providing information on how assets are configured and the relationships between them C. Making new and changed assets available for use D. Moving assets to live or other environments for testing or staging Correct Answer: A Question #319 Which component is focused on the activities needed by an organization to help it co-create value? A. Guiding principles B. Service value chain C. Continual improvement D. Practices Correct Answer: B Topic 1