What is the PRIMARY use of a change schedule? To support 'incident management' and improvement planning To manage emergency changes To plan changes and help avoid conflicts To manage standard changes.
Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve. the warranty outcomes the utility outputs.
Which is a potential benefit of using an IT service management tool to support the 'incident management' practice? It may ensure that the cause of incidents is identified within agreed times It may provide automated matching of incidents to problems or known errors It may ensure that supplier contracts are aligned with the needs of the service provider It may provide automated resolution and closure of complex incidents.
Which would be supported by the 'service request management' practice? A request to authorize a change that could have an effect on a service A request from a user for something which is a normal part of service delivery A request to restore service after a service interruption A request to investigate the cause of multiple related incidents.
Which guiding principle recommends collecting data before deciding what can be re-used? Focus on value Start where you are Keep it simple and practical Progress interactively with feedback.
Which describes the nature of the guiding principles? Guiding principles can guide an organization in all circumstances Each guiding principle mandates specific actions and decisions An organization will select and adopt only one of the seven guiding principles Guiding principles describe the processes that all organizations must adopt.
Which statement about the value chain activities is CORRECT? Every practice belongs to a specific value chain activity A specific combination of value chain activities and practices forms a service relationship Service value chain activities form a single workflow that enables value creation Each value chain activity contributes to the value chain by transforming specific inputs into outputs.
What is the purpose of the 'supplier management' practice? To ensure that the organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services To ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed.
Which ITIL concept describes governance? The seven guiding principles The four dimensions of service management The service value chain The service value system.
What is the definition of change? To add, modify or remove anything that could have a direct or indirect effect on services To ensure that accurate and reliable information about the configuration of services is available To make new and changed services and features available for use To move new or changed hardware, software, or any other component to live environments.
Which is NOT a key focus of the 'information and technology' dimension? Security and compliance Communication systems and knowledge bases Workflow management and inventory systems Roles and responsibilities.
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control 1 and 2 2 and 3 3 and 4 1 and 4.
What should be done first when applying the 'focus on value' guiding principle? Identify the outcomes that the service facilitates Identify all suppliers and partners involved in the service Determine who the service consumer is in each situation Determine the cost of providing the service.
Which practice identifies metrics that reflect the customer's experience of a service? Continual improvement Service desk Service level management Problem management.
Which guiding principle recommends that the four dimensions of service management are considered? Think and work holistically Progress iteratively with feedback Focus on value Keep it simple and practical.
How does categorization of incidents assist the 'incident management' practice? It helps direct the incident to the correct support area It determines the priority assigned to the incident It ensures that incidents are resolved in timescales agreed with the customer It determines how the service provider is perceived.
Which is a recommendation of the 'continual improvement' practice? There should at least be a small team dedicated to leading 'continual improvement' efforts All improvements should be managed as multi-phase projects 'Continual improvement' should be isolated from other practices External suppliers should be excluded from improvement initiatives.
Which is a purpose of the 'service desk' practice? To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents To maximize the number of successful IT changes by ensuring risks are properly assessed To capture demand for incident resolution and service requests To set clear business-based targets for service performance.
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility.
Which is a key consideration for the guiding principle 'keep it simple and practical'? Try to create a solution for every exception Understand how each element contributes to value creation Ignore the conflicting objectives of different stakeholders Start with a complex solution, then simplify.
Which practice is responsible for moving components to live environments? Change control Release management IT asset management Deployment management.
Which practice includes the classification and ownership of queries and requests from users? Service desk Incident management Change control Service level management.
Which service management dimension is focused on activities and how these are coordinated? Organizations and people Information and technology Partners and suppliers Value streams and processes.
Which role submits service requests? The user, or their authorized representative The customer, or their authorized representative The sponsor, or their authorized representative The supplier, or their authorized representative.
Which practice provides a single point of contact for users? Incident management Change control Service desk Service request management.
Which practice is the responsibility of everyone in the organization? Service level management Change control Problem management Continual improvement.
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information. store provide audit protect.
Which is NOT usually included as part of incident management? Scripts for collecting initial information about incidents Formalized procedures for logging incidents Detailed procedures for the diagnosis of incidents The use of specialized knowledge for complicated incidents.
Which statement about a change authority is CORRECT? A single change authority should be assigned to authorize all types of change and change models A change authority should be assigned for each type of change and change model Normal changes are pre-authorized and do not need a change authority Emergency changes can be implemented without authorization from a change authority.
Which practice has the purpose of making new and changed services and features available for use? Change control Service request management Release management Deployment management.
Which value chain activity ensures people understand the organization's vision? Improve Plan Deliver and support Obtain/build.
What are the two types of cost that a service consumer should evaluate? The price of the service, and the cost of creating the service The costs removed by the service, and the costs imposed by the service The cost of provisioning the service, and the cost of improving the service The cost of software, and the cost of hardware.
How should an organization adopt continual improvement methods? Use a new method for each improvement the organization handles Select a few key methods for the types of improvement that the organization handles Build the capability to use as many improvement methods as possible Select a single method for all improvements that the organization handles.
Which is a recommendation of the 'service desk' practice? Service desks should avoid the use of automation Service desks should be highly technical Service desks should understand the wider organization Service desks should be a physical team in a single fixed location.
What is a standard change? A change that is well understood, fully documented and pre-authorized A change that needs to be assessed, authorized, and scheduled by a change authority A change that doesn't need a risk assessment because it is required to resolve an incident A change that is assessed, authorized, and scheduled as part of 'continual improvement.
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? A change request is submitted to change control Problem management restores the service as soon as possible The problem remains in the known error status The problem record is deleted.
What is the definition of an event? Any change of state that has significance for the management of a service or other configuration item Any component that needs to be managed in order to deliver an IT service An unplanned interruption to a service or reduction in the quality of a service Any financially valuable component that can contribute to the delivery of an IT product or service.
Which describes outcomes? Tangible or intangible deliverables Functionality offered by a product or service Results desired by a stakeholder Configuration of an organization's resources.
A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of? Value An outcome Warranty A service offering.
What is the definition of warranty? A tangible or intangible deliverable that is produced by carrying out an activity The assurance that a product or service will meet agreed requirements A possible event that could cause harm or loss, or make it more difficult to achieve objectives The functionality offered by a product or service to meet a particular need.
What is the effect of increased automation on the 'service desk' practice? Greater ability to focus on customer experience when personal contact is needed Decrease in self-service incident logging and resolution Increased ability to focus on fixing technology instead of supporting people Elimination of the need to escalate incidents to support teams.
Which term describes the functionality offered by a service? Cost Utility Warranty Risk.
Which is the purpose of the 'monitoring and event management' practice? To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To systematically observe services and service components, and record and report selected changes of state To protect the information needed by the organization to conduct its business To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
What should all 'continual improvement' decisions be based on? Details of how services are measured Accurate and carefully analysed data An up-to-date balanced scorecard A recent maturity assessment.
How do all value chain activities transform inputs to outputs? By determining service demand By using a combination of practices By using a single functional team By implementing process automation.
How does customer engagement contribute to the 'service level management' practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions 1 and 2 2 and 3 3 and 4 1 and 4.
What is the starting point for optimization? Securing stakeholder engagement Understanding the vision and objectives of the organization Determining where the most positive impact would be Standardizing practices and services.
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives. 'focus on value' guiding principle four dimensions of service management service value system 'service request management' practice.
Which practice provides support for managing feedback, compliments and complaints from users? Change control Service request management Problem management Incident management.
Which joint activity performed by a service provider and service consumer ensures continual value co-creation? Service provision Service consumption Service offering Service relationship management.
Which practice may involve the initiation of disaster recovery? Incident management Service request management Service level management IT asset management.
What type of change is MOST likely to be managed by the 'service request management' practice? A normal change An emergency change A standard change An application change.
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? Focus on value Collaborate and promote visibility Think and work holistically Keep it simple and practical.
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve? A service An output A practice Continual improvement.
Which statement about change authorization is CORRECT? A change authority should be assigned to each type of change and change model Centralizing change authorization to a single person is the most effective means of authorization The authorization of normal changes should be expedited to ensure they can be implemented quickly Standard changes are high risk and should be authorized by the highest level of change authority.
Which dimension of service management considers governance, management, and communication? Organizations and people Information and technology Partners and suppliers Value streams and processes.
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved. logged analysed escalated closed.
Which statement about known errors and problems is CORRECT? Known error is the status assigned to a problem after it has been analysed A known error is the cause of one or more problems Known errors cause vulnerabilities, problems cause incidents Known errors are managed by technical staff, problems are managed by service management staff.
What does the 'service request management' practice depend on for maximum efficiency? Compliments and complaints Self-service tools Processes and procedures Incident management.
Which statement about the 'service desk' practice is CORRECT? It provides a link with stakeholders at strategic and tactical levels It carries out change assessment and authorization It investigates the cause of incidents It needs a practical understanding of the business processes.
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? Service configuration management Service desk IT asset Monitoring and event management.
Which practice has a purpose that includes restoring normal service operation as quickly as possible? Supplier management Deployment management Problem management Incident management.
Identify the missing word in the following sentence.
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption. outputs outcomes costs risks.
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options? Optimize and automate Start where you are Focus on value Progress iteratively with feedback.
What should be done for every problem? It should be diagnosed to identify possible solutions It should be prioritized based on its potential impact and probability It should be resolved so that it can be closed It should have a workaround to reduce the impact.
How should an organization include third-party suppliers in the continual improvement of services? Ensure suppliers include details of their approach to service improvement in contracts Require evidence that the supplier uses agile development methods Require evidence that the supplier implements all improvements using project management practices Ensure that all supplier problem management activities result in improvements.
What considerations influence the supplier strategy of an organization? Contracts and agreements Type of cooperation with suppliers Corporate culture of the organization Level of formality.
What is a problem? An addition or modification that could have an effect on services Any change of state that has significance for the management of a configuration item A cause or potential cause of one or more incidents An unplanned reduction in the quality of a service.
What is the purpose of the 'relationship management' practice? To align the organization's practices and services with changing business needs To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Which is intended to help an organization adopt and adapt ITIL guidance? The four dimensions of service The guiding principles The service value chain Practices.
What is an output? A change of state that has significance for the management of a configuration item A possible event that could cause harm or loss A result for a stakeholder Something created by carrying out an activity.
What is the reason for using a balanced bundle of service metrics? It reduces the number of metrics that need to be collected It reports each service element separately It provides an outcome-based view of services It facilitates the automatic collection of metrics.
Why should incidents be prioritized? To help automated matching of incidents to problems or known errors To identify which support team the incident should be escalated to To ensure that incidents with the highest business impact are resolved first To encourage a high level of collaboration within and between teams.
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks? Relationship management IT asset management Release management Service desk.
Why should service desk staff detect recurring issues? To help identify problems To escalate incidents to the correct support team To ensure effective handling of service requests To engage the correct change authority.
Which value chain activity communicates the current status of all four dimensions of service management? Improve Engage Obtain/build Plan.
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth? Keep it simple and practical Optimize and automate Progress iteratively with feedback Focus on value.
Which practice provides visibility of the organization's services by capturing and reporting on service performance? Service desk Service level management Service request management Service configuration management.
Which is the BEST example of an emergency change? The implementation of a planned new release of a software application A low-risk computer upgrade implemented as a service request The implementation of a security patch to a critical software application A scheduled major hardware and software implementation.
Which guiding principle recommends assessing the current state and deciding what can be reused? Focus on value Start where you are Collaborate and promote visibility Progress iteratively with feedback.
What is the purpose of problem management? Helps direct the incident to the correct support area Reduces the likelihood and impact of incidents Ensures services are restored as soon as possible Determines how the service provider is perceived.
What is the definition of utility? A tangible or intangible deliverable that is produced by carrying out an activity The assurance that a product or service will meet agreed requirements A possible event that could cause harm or loss or make it more difficult to achieve objectives The functionality offered by a product or service to meet a particular need.
Which activity captures the demand for incident resolution and service requests? Change control Problem management Service desk Service catalogue management.
Which value chain activity ensures the availability of service components? Improve Engage Obtain/build Deliver and support.
Which of the following is an example of incident? A user wants to reset the password of a server A user has requested access to a shared repository A backup server is being rebooted while services are running on the primary server An application is not available during the business hours.
New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?" Phased deployment Continuous delivery Big bang deployment Pull deployment.
What is an event? The addition, modification, or removal of anything that could have a direct or indirect effect on services Any change of state that has significance for the management of a service or other configuration item Cause of one or more incidents An unplanned interruption to a service or reduction in the quality of a service.
Which of the following is a standard change? Resolving an incident or implementing a security patch Moving a desktop for a single user Increasing the memory of a server to avoid an incident Uninstalling a new patch that has caused a high-priority incident.
What are the types of asset management? IT asset management and software asset management IT asset management and technical management Operational management and IT asset management Operational and technical management.
Which of the following are problem control activities?
1. Performing trend analysis of incident records
2. Preassessing the status of known errors that have not been resolved
3. Prioritizing problems for analysis based on the risk
4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly 1 and 2 1 and 3 2 and 3 3 and 4.
What is the best way to track and manage improvements? Use a structured document called a continual improvement register Appoint a leader for managing the improvements Ask everyone to track and manage improvements initiated by them Don't track and manage improvements.
Which practice ensures that stakeholders' needs are understood and product and services are prioritized appropriately? Continual improvement Relationship management Change control Service desk.
Which of the following is NOT a key skillset required for service desk agents? Effective communication Empathy Customer service skills Technical skills.
Which of the following can be used to access service desks? Phone calls Email Text and social media messaging All of the above.
Which of the following is an example of workaround? Server memory is increased when the server is unresponsive A defective network switch is replaced with a new one A server is restarted to resolve an incident An email server is restored after an incident is reported.
What is the purpose of service level management? To ensure that all current and planned IT services are delivered to agreed achievable targets. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
Which of the following is NOT an activity of supplier management? Contract negotiation and agreement. To deliver and manage IT services at agreed levels to business users. Service operation. To ensure service levels are met and breaches of agreements are avoided.
Arrange the following steps of software lifecycle in correct order.
7. Design Retire, Test, Operate, Deploy, Ideation, Develop, Design Ideation, Design, Develop, Deploy, Test, Operate, Retire Ideation, Test, Develop, Deploy, Design, Operate, Retire None of the above.
What is a workaround? A tangible or intangible deliverable that is produced by carrying out an activity. Temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus Problems) for which a full resolution is not yet available. A possible event that could cause harm or loss or make it more difficult to achieve objectives Problem control activities that includes problem analysis and documenting workarounds and known errors.
Which practice identifies metrics that reflect a customer experience of a service? Continual improvement Service desk Service level management Problem management.