ITILV4

What is the definition of a problem?

A cause, or a potential cause, of one or more incidents

What is the definition of a known error?

A problem that has been analyzed and has not been resolved

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

A service

Which describes the utility of a service?

A service that supports the performance of the consumer

What actions does a service desk take for all issues, queries and requests that are reported to them?

Acknowledge, classify, own

What is recommended by the guiding principle 'progress iteratively with feedback'?

An improvement initiative that is broken into a number of manageable sections

When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

An organization should always develop competencies in methodologies and techniques that will meet their needs

Which statement about outcomes is CORRECT?

An outcome can be enabled by more than one output

What is an IT asset?

Any financially valuable component that can contribute to delivery of an IT product or service

What is warranty?

Assurance that a product or service will meet agreed requirements

How does a service consumer contribute to the reduction of risk?

By communicating constraints

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 services, and the [?] that support them, is available when and where it is needed.

CIs

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Change control

Which practice has a purpose that includes ensuring that risks have been properly assessed?

Change control

Which describes normal changes?

Changes that need to be scheduled and assessed following a process

What does 'change control' PRIMARILY focus on?

Changes to products and services

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Continual Improvement

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Continual improvement

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Continual improvement

Which is included in the purpose of the 'design and transition' value chain activity?

Continually meeting stakeholder expectations for costs

What takes responsibility for the outcomes of service consumption?

Customer

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Customer engagement

Which is an external input to the service value chain?

Customer requirements

Which value chain activity ensures that products meet stakeholder expectations for quality?

Design and transition

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Each iteration should be continually re-evaluated based on feedback.

Which statement about the service value chain is CORRECT?

Each value chain activity uses different combinations of practices to convert inputs into outputs

Which statement about the 'change control' practice is CORRECT?

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Which statement about 'continual improvement' is CORRECT?

Everyone in the organization is responsible for some aspects of 'continual improvement'

Which guiding principle considers customer and user experience?

Focus on value

Which guiding principle considers the importance of customer loyalty?

Focus on value

What is a recommendation of the 'focus on value' guiding principle?

Focus on value at every step of the improvement

What helps diagnose and resolve a simple incident?

Formation of a temporary team

Which practice recommends using tools for collaboration and the automated matching of symptoms?

Incident management

Which practice updates information relating to symptoms and business impact?

Incident management

Which dimension considers data security and privacy?

Information and technology

Which dimension considers how knowledge assets should be protected?

Information and technology

Which usually requires a team of representatives from many stakeholder groups?

Investigating a major incident

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

It should always be used to support direct observation

Which statement about a 'continual improvement register' is CORRECT?

It should be re-prioritized as ideas are documented

Which is a key requirement for a successful service level agreement?

It should be simply written and easy to understand

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Keep it simple and practical

What impact does automation have on a service desk?

Less low level work and a greater ability to focus on user experience

Which skill is an essential part of the 'service level management' practice?

Listening

Which statement about managing incidents is CORRECT?

Low impact incidents should be resolved efficiently so the resource required is reduced

Which statement about the 'change control' practice is CORRECT?

Normal changes are triggered by the creation of a change request which can be created manually or automated

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Only add controls and metrics when they are needed

Which guiding principle recommends standardizing and streamlining manual tasks?

Optimize and automate

Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

Performances

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

Performing baseline assessments

What is defined as a cause, or potential cause, of one or more incidents?

Problem

Which practice involves the management of vulnerabilities that have been analyzed but not resolved?

Problem Management

Which practice involves the management of vulnerabilities that were not identified before the service went live?

Problem management

Which practice needs people who understand complex systems and have creative and analytical skills?

Problem management

What are guiding principles?

Recommendations that help an organization when adopting a service management approach

Which practice makes new services available for use?

Release management

Which is a service request?

Requesting information about how to create a document

How should the seven guiding principles be combined when an organization is making a decision?

Review each guiding principle to decide how relevant it is to the specific decision

Which directly assists with the diagnosis and resolution of simple incidents?

Scripts for collecting user information

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Service desk

Which practice forms a link between the service provider and the users of services?

Service desk

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? t

Service level management

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Service management

Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the [?] with all of its users.

Service provider

Which statement about outcomes is CORRECT?

Service providers help service consumers achieve outcomes

Which gives a user access to a system?

Service provision

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Service request management

Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?

Service request management

What are 'engage', 'plan' and 'improve' examples of?

Service value chain activities

Which role approves the cost of services?

Sponsor

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Start where you are

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

Supplier management

Which describes a set of defined steps for implementing improvements?

The 'continual improvement model'

What describes how components and activities work together to facilitate value creation?

The ITIL service value system

Which statement about emergency changes is CORRECT?

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Which is the BEST description of the value of a service to a customer?

The customer's perception of the benefits of using the service

Which will NOT be handled as a service request?

The degradation of a service

Which is NOT a component of the service value system?

The four dimensions of service management

What should be considered as part of the 'partners and suppliers' dimension?

The level of integration and formality involved in the relationships between organizations

Which is part of service provision?

The management of resources configured to deliver the service

Which statement about service desks is CORRECT?

The service desk should work in close collaboration with support and development teams

What includes governance as a component?

The service value system

How are target resolution times used in the 'incident management' practice?

They are agreed, documented, and communicated to help set user expectations.

Which statement about the steps to fullfill a service request is CORRECT?

They should be well-known and proven

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Think and work holistically

What is the purpose of the 'relationship management' practice?

To establish and nurture the links between the organization and its stakeholders

What are the ITIL guiding principles used for?

To help an organization make good decisions

What is a change schedule used for?

To help assign a change authority

What is the purpose of the 'deployment management' practice?

To move new or changed components to live environments

What is the purpose of the 'information security management' practice?

To protect the information needed by the organization to conduct its business

Which is included in the purpose of the 'service level management' practice?

To set clear business-based targets for service levels

Which of these activities is carried out as part of 'problem management'?

Trend analysis of incident records

Which is a recommendation of the guiding principle 'think and work holistically'?

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Which is a key requirement for a successful service level agreement (SLA)?

Using bundled metrics to relate performance to outcomes

Which term relates to service levels aligned with the needs of service consumers?

Warranty

When should a full risk assessment and authorization be carried out for a standard change?

When the procedure for the standard change is created

When should the effectiveness of a problem workaround be assessed?

Whenever the workaround is used

Which is considered by the 'partners and suppliers' dimension?

Working with an integrator to manage relationships

Which value chain activity ensures that service components meet agreed specifications?

build

Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

separate process

Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

services