Which value chain activity ensures people understand the organization's vision? Improve Plan Deliver and support Obtain/build.
Which ITIL concept describes governance? The seven guiding principles The four dimensions of service management The service value chain The service value system.
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 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 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 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.
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 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.
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.
Which value chain activity communicates the current status of all four dimensions of service management? Improve Engage Obtain/build Plan.
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.
Which value chain activity ensures the availability of service components? Improve Engage Obtain/build Deliver and support.
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.
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 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.
When should a full risk assessment and authorization be carried out for a standard change? Each time the standard change is implemented When the procedure for the standard change is created At least once a year When an emergency change is requested.
Which is part of service provision? The management of resources configured to deliver the service The management of resources needed to consume the service The grouping of one or more services based on one or more products The joint activities performed to ensure continual value co-creation.
Which practice updates information relating to symptoms and business impact? Service level management Change control Service request management Incident management.
Which guiding principle recommends eliminating activities that do not contribute to the creation of value? Start where you are Collaborate and promote visibility Keep it simple and practical Optimize and automate.
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?]. Immediate escalation Specialist teams A separate process Third party support.
What is the purpose of the ‘deployment management’ practice? To ensure services achieve agreed and expected performance To make new or changed services available for use To move new or changed components to live environments To set clear business-based targets for service performance.
Which ITIL practice has a purpose that includes reducing the likelihood of incidents? Change control Continual improvement Problem management Service desk.
Which two statements about an organization’s culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization 1 and 2 2 and 3 3 and 4 1 and 4.
Which describes normal changes? Changes that are low-risk and pre-authorized Changes that need to be scheduled and assessed following a process Changes that are typically initiated as service requests Changes that must be implemented as soon as possible.
What is the expected outcome from using a service value chain? Service value streams Customer engagement Value realization The application of practices.
Which statement about outcomes is CORRECT? Outcomes are one or more services that fulfill the needs of a service consumer Service providers help service consumers achieve outcomes Outcomes help service consumers achieve outputs Helping service consumers achieve outcomes reduces service provider costs.
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? Progress iteratively with feedback Focus on value Think and work holistically Keep it simple and practical.
Which two statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests 1 and 2 2 and 3 3 and 4 1 and 4.
Which dimension includes activities and workflows? Organizations and people Information and technology Partners and suppliers Value streams and processes.
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