ITIL Practice

** Q11 (SP2) Which practice may involve the initiation of disaster recovery? A. Incident management B. Service request management C. Service level management D. IT asset management

A. Incident management

4 Dimensions of Service Management

1. Organizations/People 2. Information/Technology 3. Partners/Suppliers 4. Value streams/processes

** Q33 (SP1) What is the definition of an EVENT? A. Any change of state that has significance for the management of a service or other configuration item B. Any component that needs to be managed in order to deliver an IT service C. An unplanned interruption to a service or reduction in the quality of a service D. Any financially valuable component that can contribute to the delivery of an IT product or service

A. Any change of state that has significance for the management of a service or other configuration item

Types of Organizations/People (Dimension 1)

* roles/responsibilities * organizational structure * culture * staffing/competences

** Q16 (SP2) Which dimension of service management considers governance, management, and communication? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

A. Organizations and people

Q21 (SP2) Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? A. Service configuration management B. Service desk C. IT asset management D. Monitoring and event management

A. Service configuration management

Q10 (SP1) Which role submits service requests? A. The user, or their authorized representative. B. The customer, or their authorized representative. C. The sponsor, or their authorized representative. D. The supplier, or their authorized representative.

A. The user, or their authorized representative.

** Q12 (SP1) Which Guiding Principle recommends that the Four Dimensions of Service Management are considered? A. Think and work holistically B. Progress iteratively with feedback C. Focus on value D. Keep it simple and practical

A. Think and work holistically

** Q35 (SP2) Why should Service Desk staff detect recurring issues? A. To help identify problems B. To escalate incidents to the correct support team C. To ensure effective handling of service requests D. To engage the correct change authority

A. To help identify problems

Q4 (SP2) What should all 'Continual Improvement' decisions be based on? A. Details of how services are measured B. Accurate and carefully analysed data C. An up-to-date balanced scorecard D. A recent maturity assessment

B. Accurate and carefully analysed data

** Q5 (SP2) How do all value chain activities transform inputs to outputs? A. By determining service demand B. By using a combination of practices C. By using a single functional team D. By implementing process automation

B. By using a combination of practices

** Q13 (SP2) Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? A. Focus on value B. Collaborate and promote visibility C. Think and work holistically D. Keep it simple and practical

B. Collaborate and promote visibility

** Q34 (SP2) Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks? A. Relationship management B. IT asset management C. Release management D. Service des

B. IT asset management

** Q21 (SP1) Which value chain activity ensures people understand the organization's vision? A. Improve B. Plan C. Deliver and support D. Obtain/build

B. Plan

Q38 (SP2) Which practice provides visibility of the organization's services by capturing and reporting on service performance? A. Service desk B. Service level management C. Service request management D. Service configuration management

B. Service level management

** Q3 (SP2) Which is the purpose of the 'monitoring and event management' practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To systematically observe services and service components, and record and report selected changes of state C. To protect the information needed by the organization to conduct its business D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To systematically observe services and service components, and record and report selected changes of state

Q2 (SP2) Which term describes the functionality offered by a service? A. Cost B. Utility C. Warranty D. Risk

B. Utility

** Q23 (SP2) 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. A. outputs B. outcomes C. costs D. risks

B. outcomes

Q12 (SP2) What type of change is MOST likely to be managed by the 'service request management' practice? A. A normal change B. An emergency change C. A standard change D. An application change

C. A standard change

** Q27 (SP2) What considerations influence the supplier strategy of an organization? A. Contracts and agreements B. Type of cooperation with suppliers C. Corporate culture of the organization D. Level of formality

C. Corporate culture of the organization

** Q32 (SP2) What is the reason for using a balanced bundle of service metrics? A. It reduces the number of metrics that need to be collected B. It reports each service element separately C. It provides an outcome-based view of services D. It facilitates the automatic collection of metrics

C. It provides an outcome-based view of services

Q20 (SP1) Which practice has the purpose of making new and changed services and features available for use? A. Change control B. Service request management C. Release management D. Deployment management

C. Release management

Q34 (SP1) Which describes OUTCOMES? A. Tangible or intangible deliverables B. Functionality offered by a product or service C. Results desired by a stakeholder D. Configuration of an organization's resources

C. Results desired by a stakeholder

Q11 (SP1) Which practice provides a single point of contact for users? A. Incident management B. Change control C. Service desk D. Service request management

C. Service desk

** Q39 (SP2) Which is the BEST example of an emergency change? A. The implementation of a planned new release of a software application B. A low-risk computer upgrade implemented as a service request C. The implementation of a security patch to a critical software application D. A scheduled major hardware and software implementation

C. The implementation of a security patch to a critical software application

** Q6 (SP2) 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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

D. 1 and 4

Q14 (SP1) Which practice is the responsibility of everyone in the organization? A. Service level management B. Change control C. Problem management D. Continual improvement

D. Continual improvement

Q37 (SP2) Which guiding principle is PRIMARILY concerned with consumer's revenue and growth? A. Keep it simple and practical B. Optimize and automate C. Progress iteratively with feedback D. Focus on value

D. Focus on value

** Q20 (SP2) Which statement about the 'Service Desk' practice is CORRECT? A. It provides a link with stakeholders at strategic and tactical levels B. It carries out change assessment and authorization C. It investigates the cause of incidents D. It needs a practical understanding of the business processes

D. It needs a practical understanding of the business processes

** Q36 (SP2) Which value chain activity communicates the current status of all four dimensions of service management? A. Improve B. Engage C. Obtain/build D. Plan

D. Plan

** Q24 (SP2) Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options? A. Optimize and automate B. Start where you are C. Focus on value D. Progress iteratively with feedback

D. Progress iteratively with feedback

** Q35 (SP1) Which is NOT a key focus of the 'Information and Technology' Dimension? A. Security and compliance B. Communication systems and knowledge bases C. Workflow managementD. Roles and responsibilities and inventory systems D. Roles and responsibilities

D. Roles and responsibilities

Service Relationship

a corporation btw a service provider & service consumer

Service

a means of enabling VALUE co-creation by facilitating OUTCOMES w/o customer managing the COST or RISK

Q1 (SP1). What practice is responsible for moving components to LIVE environments? a) Change control b) Release management c) IT asset management d) Deployment management

d) deployment management

Which word is NOT part of the ITIL definition of service? a) outcome b) risk c) value d) output

d) output

Service Relationship Management

joint activities performed by service providers & service consumers to ensure continual value CO-CREATION based on agreed & available service offerings & ensures VALUE. Creates Value.

Utility

the functionality offered by a product/service to meet a particular need. MUST support the consumer. Must remove constraints from the customer. - WHAT the SERVICE does - FIT for PURPOSE

COST

the money spent on an activity/resource which can be removed or imposed. (EX. staff, technology, resources, training, consumption). Can be non-monetary (time spent / people allocated).

Sponsor (a stakeholder)

the role that authorizes the BUDGET for service consumption. EX. CFO.

Customer (a stakeholder)

the role that defines the requirements for a service & takes responsibility for the outcomes of service consumption. Ex. CIO.

User (a stakeholder)

the role that uses services. Ex. Employee, CIO, CFO.

Types of RISK

those removed or imposed on the consumer. EX. lack of staff availability or a security breach.

OUTCOME

a result for a stakeholder enabled by 1 or more outputs

Service Management

a set of specialized organizational capabilities for providing value to customers in the form of services.

Review 7: Which of these are Guiding Principles of ITIL? 1. Collaborate and promote visibility 2. Keep it simple and practical 3. Maximize benefit to the enterprise 4. Empower and excite a) 1 and 2 b) 2 and 3 c) 3 and 4 d) 1 and 4

a) 1 and 2

Q2 (SP1). Which practice includes the classification & ownership of queries & requests from users? a) Service desks b) Incident Management c) Change control d) Service level management

a) Service desks

Q8 (SP1). Which is a recommendation of the "continual improvement" practice? a) There should at least be a small team dedicated to leading "continual improvement" efforts. b) All improvements should be managed as multi-phase projects. c) "Continual improvement" should be isolated from other practices. d) External suppliers should be excluded from improvement initiatives.

a) There should at least be a small team dedicated to leading "continual improvement" efforts.

Which statement about WARRANTY is correct? a) assurance that a product or service will meet agreed requirements b) a configuration of an organization's resources designed to offer value for a consumer c) perceived benefits, usefulness, importance d) a functionality offered by a product or service to meet a need

a) assurance that a product or service will meet agreed requirements

Q6 (SP1). How does categorization of incidents assist the "Incident Management" practice? a) it helps direct the incident to the correct support area b) it determines the priority assigned to the incident c) it ensures that incidents are resolved in timescales agreed with the customer d) it determines how the service provide is perceived

a) it helps direct the incident to the correct support area

STAKEHOLDERS (definition)

across the service value chain contribute to the requirements, design of service solutions & even to service creation and/or provisioning itself

Service Provision

activities performed by an organization to provide: - a service - access to resources - fulfillment of service - service level management - continual improvement - manage providers resources - deliver service

Service Provider

an organization that produces OUTPUTS that help its consumers to ACHIEVE certain OUTCOMES

WARRANTY

assurance that a product or service WILL meet a specified SLA. Aligned with the needs of the service consumer. - How the SERVICE performs - FIT for USE

** Review Q6: Which of these are influencing factors for partner and supplier strategy? 1. Corporate hospitality 2. Resource scarcity 3. Demand patterns 4. Personal relationship with supplier a) 1 and 2 b) 2 and 3 c) 3 and 4 d) 1 and 4

b) 2 and 3

Review Q5: What is a Value Stream? a) A set of interrelated or interacting activities that transform inputs into outputs b) A series of steps an organization undertakes to create and deliver products and services to consumers c) A documented way to carry out an activity or a process d) A documented statement of the outcomes provided by a service

b) A series of steps an organization undertakes to create and deliver products and services to consumers

Review 12: In the continual improvement model which step is immediately before "Did we get there"? a) How do we get there? b) Take action c) What lessons can we learn? d) What is the vision?

b) Take action

** Q7 (SP1). 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. a) the warranty b) outcomes c) the utility d) outputs

b) outcomes

Q3 (SP1). Which practice identifies metrics that reflect the customer's experience of a service? a) Continual improvement b) Service desk c) Service level management d) Problem management

c) Service level management

Which statement about a SPONSOR is correct? a) a person who defines the requirements for a service & takes responsibility for outcomes b) a role accountable for the delivery of a specific service c) authorizes the budget for service consumption d) a person or organization that has an interest or involvement in an organization, product, service, practice/entity

c) authorizes the budget for service consumption

Q4 (SP1). What is the PRIMARY use of a change schedule? a) to support "incident management" & improvement planning b) to manage emergency changes c) to plan changes and help avoid conflicts d) to manage standard changes

c) to plan changes and help avoid conflicts

** Review 9: Which of these is connected to the "Think and Work Holistically" principle? a) Judging what to keep b) Involve the right people c) Role of measurement d) Altering one element can impact others

d) Altering one element can impact others

** Review 13: Which Value Chain Activity delivers service components? a) Demand b) Improve c) Engage d) Obtain/Build

d) Obtain/Build

Review 13: Which Value Chain Activity delivers service components? a) Demand b) Improve c) Engage d) Obtain/Build

d) Obtain/Build

** Q5 (SP1). What service management dimension is focused on activities & how these are coordinated? a) organizations/people b) information/technology c) partners/suppliers d) value streams/processes

d) value streams/processes

Product/Resource

designed to offer value for a customer

Service Offering

1 or more services to address the needs of targeted consumer

Service Consumption

1. Activities performed by an organization to consume services. 2. Management of resources needed to use the service 3. Utilizing providers resources. 3. Requesting service actions to fulfill a need.

7 ITIL Guiding Principles

1. Focus on value 2. Start where you are 3. Progress iteratively w/ feedback 4. Collaborate/promote visibility 5. Think/work holistically 6. Keep It Simple. Practical. 7. Optimize/Automate

STAKEHOLDERS (Types)

1. Organization 2. Service Providers 3. Service Consumers (Customers, Users, Sponsors)

The Service Value Chain (SVC) includes:

1. Plan 2. Improve 3. Engage 4. Design/Transition 5. Obtain/Build 6.Deliver/Support

Key Concepts of SERVICE MANAGEMENT

1. Service 2. Product/Resource 3. Service Offering

Types of Service Relationships

1. Service Relationship 2. Service Provision 3. Service Consumption 4. Service Relationship Management

Value

1. Subject to the perception of the stakeholders 2. Can be subjective 3. Perceived benefits, usefulness & importance of something CO-CREATED thru an active collaboration between PROVIDERS, CONSUMERS & OTHERS ORGS 4. Used regularly in Service Management the focus of ITIL v4 5. Consumers play a key role in the creation of value 6. Used to be considered mono-directional/distant

Information & Technology (Dimension 2)

1. What information is managed by the services? 2. What supporting information & knowledge is needed to deliver & manage the services? 3. How will the information & knowledge assets be protected, managed, archived & disposed of? 4. As will all of the other dimensions it applies to both SERVICE MANAGEMENT & SERVICES BEING MANAGED. 5. Examples are workflow, management systems, knowledge bases, inventory systems, communication systems & analytical tools. 6. Compatibility w/ current architecture & customers. 7. Regulatory/compliance issues w/ the organizations policies & security controls 8. Viability in the future. 9. Alignment w/ strategy 10. Skillsets to support & maintain the technology. 11. Automation & other enhancing features. 12. Introduction of new risks / contraints.

Q14 (SP2) What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve? A. A service B. An output C. A practice D. Continual improvement

A. A service

** Q18 (SP1) Which describes the nature of the guiding principles? A. Guiding principles can guide an organization in all circumstances B. Each guiding principle mandates specific actions and decisions C. An organization will select and adopt only one of the seven guiding principles D. Guiding principles describe the processes that all organizations must adopt

A. Guiding principles can guide an organization in all circumstances

** Q19 (SP1) Which statement about a change authority is CORRECT? A. A single change authority should be assigned to authorize all types of change and change models B. A change authority should be assigned for each type of change and change model C. Normal changes are pre-authorized and do not need a change authority D. Emergency changes can be implemented without authorization from a change authority

B. A change authority should be assigned for each type of change and change model

** Q13 (SP1) Which would be supported by the 'service request management' practice? A. A request to authorize a change that could have an effect on a service B. A request from a user for something which is a normal part of service delivery C. A request to restore service after a service interruption D. A request to investigate the cause of multiple related incidents

B. A request from a user for something which is a normal part of service delivery

Q9 (SP1) Which is a potential benefit of using an IT service management tool to support the 'incident management' practice? A. It may ensure that the cause of incidents is identified within agreed times B. It may provide automated matching of incidents to problems or known errors. C. It may ensure that supplier contracts are aligned with the needs of the service provider. D. It may provide automated resolution and closure of complex incidents

B. It may provide automated matching of incidents to problems or known errors.

Q25 (SP2) What should be done for every problem? A. It should be diagnosed to identify possible solutions B. It should be prioritized based on its potential impact and probability C. It should be resolved so that it can be closed D. It should have a workaround to reduce the impact

B. It should be prioritized based on its potential impact and probability

** Q26 (SP1) How should an organization adopt continual improvement methods? A. Use a new method for each improvement the organization handles B. Select a few key methods for the types of improvement that the organization handles C. Build the capability to use as many improvement methods as possible D. Select a single method for all improvements that the organization handle

B. Select a few key methods for the types of improvement that the organization handles

** Q30 (SP2) Which is intended to help an organization adopt and adapt ITIL guidance? A. The four dimensions of service management B. The guiding principles C. The service value chain D. Practices

B. The guiding principles

** Q29 (SP2) What is the purpose of the 'Relationship Management' practice? A. To align the organization's practices and services with changing business needs B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

** Q37 (SP1) Which is a key consideration for the guiding principle 'Keep It Simple and Practical'? A. Try to create a solution for every exception B. Understand how each element contributes to value creation C. Ignore the conflicting objectives of different stakeholders D. Start with a complex solution, then simplify

B. Understand how each element contributes to value creation

Q7 (SP2) What is the starting point for optimization? A. Securing stakeholder engagement B. Understanding the vision and objectives of the organization C. Determining where the most positive impact would be D. Standardizing practices and services

B. Understanding the vision and objectives of the organization

** Q28 (SP2) What is a PROBLEM? A. An addition or modification that could have an effect on services B. Any change of state that has significance for the management of a configuration item C. A cause or potential cause of one or more incidents D. An unplanned reduction in the quality of a service

C. A cause or potential cause of one or more incidents

** Q17 (SP1) Which is NOT usually included as part of Incident Management? A. Scripts for collecting initial information about incidents B. Formalized procedures for logging incidents C. Detailed procedures for the diagnosis of incidents D. The use of specialized knowledge for complicated incidents

C. Detailed procedures for the diagnosis of incidents

** Q38 (SP1) What should be done first when applying the 'Focus On Value' Guiding Principle? A. Identify the outcomes that the service facilitates B. Identify all suppliers and partners involved in the service C. Determine who the service consumer is in each situation D. Determine the cost of providing the service

C. Determine who the service consumer is in each situation

** Q29 (SP1) Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? A. Focus on value B. Start where you are C. Progress iteratively with feedback D. Collaborate and promote visibility

C. Progress iteratively with feedback

** Q28 (SP1) Which is a recommendation of the 'Service Desk' practice? A. Service desks should avoid the use of automation B. Service desks should be highly technical C. Service desks should understand the wider organization D. Service desks should be a physical team in a single fixed location

C. Service desks should understand the wider organization

Q25 (SP1) Which is a purpose of the 'service desk' practice? A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents B. To maximize the number of successful IT changes by ensuring risks are properly assessed C. To capture demand for incident resolution and service requests D. To set clear business-based targets for service performance

C. To capture demand for incident resolution and service requests

** Q33 (SP2) Why should incidents be prioritized? A. To help automated matching of incidents to problems or known errors B. To identify which support team the incident should be escalated to C. To ensure that incidents with the highest business impact are resolved first D. To encourage a high level of collaboration within and between teams

C. To ensure that incidents with the highest business impact are resolved first

Q8 (SP2) 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. A. 'focus on value' guiding principle B. four dimensions of service management C. service value system D. 'service request management' practice

C. service value system

** Q36 (SP1) 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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

D. 1 and 4

** Q36 (SP1) 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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

D. 1 and 4

** Q22 (SP1) Which statement about the value chain activities is CORRECT? A. Every practice belongs to a specific value chain activity B. A specific combination of value chain activities and practices forms a service relationship C. Service value chain activities form a single workflow that enables value creation D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Q22 (SP2) Which practice has a purpose that includes restoring normal service operation as quickly as possible? A. Supplier management B. Deployment management C. Problem management D. Incident management

D. Incident management

** Q31 (SP2) What is an OUTPUT? A. A change of state that has significance for the management of a configuration item B. A possible event that could cause harm or loss C. A result for a stakeholder D. Something created by carrying out an activity

D. Something created by carrying out an activity

** Q27 (SP1) Which ITIL concept describes governance? A. The seven guiding principles B. The four dimensions of service management C. The service value chain D. The service value system

D. The service value system