Missed questions

How does the 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 provider is perceived.

A

How should an organization include third-party suppliers in the continual improvement of services? • A. Ensure suppliers include details of their approach to service improvement in contracts B. Require evidence that the supplier uses agile development methods C. Require evidence that the supplier implements all improvements using project management practices D. Ensure that all supplier problem management activities result in improvements

A

In extreme cases, what may be invoked to resolve an incident? A. Disaster recovery plans B. Service level management C. Relationship management D. Service desk

A

In service relationships, what is a benefit of identifying consumer roles? • •A. It enables effective stakeholder management •B. It provides shared service expectations •C. It removes constraints from the customer •D. It enables a common definition of value

A

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them? • •A. Customer engagement •B. Operational metrics •C. Business metrics •D. Customer feedback

A

What impact does automation have on a service desk? •A. Less low level work and a greater ability to focus on user experience •B. Increased phone contact and a reduced ability to focus on user experience •C. Ability to work from multiple locations, geographically dispersed •D. Ability to work from a single centralized location

A

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

What is a standard change? • A. A change that is well understood, fully documented and pre-authorized B. A change that needs to be assessed, authorized, and scheduled by a change authority C. A change that doesn't need a risk assessment because it is required to resolve an incident D. A change that is assessed, authorized, and scheduled as part of 'continual improvement'

A

What is the effect of increased automation on the service desk practice? A. A greater ability to focus on customer experience when personal contact is needed B. A decrease in self-service incident logging and resolution C. An increased ability to focus on fixing technology instead of supporting people D. The elimination of the need to escalate incidents to support teams

A

What is the purpose of the 'supplier management' practice? •) › A. To ensure that the organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services B. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services C. 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 D. To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed

A

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

Which includes governance, management practices, and continual improvement? • •A. The service value system •B. The 'deliver and support' value chain activity •C. The 'focus on value' guiding principle •D. The 'value stream and processes' dimension

A

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

Which is a result of applying the guiding principle 'progress iteratively with feedback'? •A. The ability to discover and respond to failure earlier •B. Standardization of practices and services •C. Understanding the customer's perception of value •D. Understanding the current state and identifying what can be reused

A

Which is an example of a business related measurement? •A. The number of passengers checked in •B. The average time to respond to change requests •C. The average resolution time for incidents •D. The number of problems resolved

A

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

Which skill is required by the 'service level management' practice? - •A. Supplier management •B. Technical expertise •C. Event monitoring •D. Problem management

A

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

A

Which statement about known errors and problems is correct? A. Known error is the status assigned to a problem after it has been analyzed B. A known error is the cause of one or more problems C. Known errors cause vulnerabilities, problems cause incidents D. Known errors are managed by technical staff, problems are managed by service management staff

A

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT? • •A. It should always be used to support direct observation •B. It should always be used instead of direct observation •C. Measured data is always more accurate than direct observation •D. The act of measuring always positively impacts results

A

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services? •A. Plan •B. Improve •C. Design and transition •D. Deliver and support

A

Which will NOT be handled as a service request? •A. The degradation of a service •B. The replacement of a toner cartridge •C. The provision of a laptop •D. A complaint about a support team

A

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

During incident management, what is it called when the incident is passed on to the next higher level of technician? •A Promotion •B Escalation •C Postponement •D Reduction

B

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'? •A. Restricting information about the improvement to essential stakeholders only • •B. Increasing collaboration and visibility for the improvement •C. Involving customers after all planning has been completed •D. Engaging every stakeholder group in the same way, with the same communication

B

What is the difference between the 'incident management' and 'service desk' practices? A. Incident management resolves complex issues, service desk resolves simpler 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 issues service desk investigates the underlying causes of issues

B

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

What should be done for every problem? A. Every problem should be analyzed by applying the same analysis technique B. Every problem should be prioritized for analysis based on the risk that it poses C. Every problem should be resolved by identifying a permanent solution D. Every problem should be associated to a specific change request

B

Which 'service level management' activity helps staff to deliver a more business-focused service? •A. Creating targets based on the percentage of uptime of a service • •B. Understanding the ongoing requirements of customers •C. Using complex technical terminology in service level agreements (SLAs •D. Measuring low-level operational activities

B

Which 'service level management' activity helps staff to deliver a more business-focused service? •A. Creating targets based on the percentage of uptime of a service •B. Understanding the ongoing requirements of customers •C. Using complex technical terminology in service level agreements (SLAs •D. Measuring low-level operational activities

B

Which can act as an operating model for an organization? •A. The four dimensions of service management •B. The service value chain •C. The ITIL guiding principles •D. Continual improvement

B

Which dimension includes the knowledge needed for the management of services? •A. Organizations and people •B. Information and technology •C. Partners and suppliers •D. Value streams and processes

B

Which guiding principle is PRIMARILY concerned with end-to-end service delivery? •A. Focus on value •B. Think and work holistically •C. Optimize and automate •D. Collaborate and promote visibility

B

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

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

Which is included in the purpose of the 'change enablement' practice? •A. Make new and changed services available for use • •B. Ensure that risks have been properly assessed •C. Record and report selected changes of state •D. Plan and manage the full lifecycle of all IT assets

B

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

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

Which should be handled by 'service request management'? •A. A request to implement a security patch •B. A request to provide a laptop •C. A request to resolve an error in a service •D. A request to change a target in a service level agreement

B

Which statement about the automation of service requests is CORRECT? •A. Service requests that cannot be automated should be handled as incidents •B. Service requests and their fulfilment should be automated as much as possible •C. Service requests that cannot be automated should be handled as problems •D. Service requests and their fulfilment should be carried out by service desk staff without automation

B

Which step of the continual improvement model includes baseline assessments? •A. Did we get there? • •B. Where are we now? •C. What is the vision? •D. Where do we want to be?

B

Which term relates to service levels aligned with the needs of service consumers? •A. Service management •B. Warranty •C. Cost •D. Utility

B

How does the 'incident management' practice set user expectations? A. By using collaboration tools to communicate effectively B. By agreeing, and communicating target resolution time C. By assigning resources to ensure that all incidents are resolved as quickly as possible D. By automated matching of incidents to known errors

C

How should an organization prioritize incidents? •A. Ask the user for their preferred resolution timeframe •B. Assess the availability of the appropriate support team •C. Use an agreed classification which is based on the business impact of the incident •D. Create an order of incidents based on the dates and times when they were logged

C

Identify the missing words in the following sentence: The purpose of the _-ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives. is to A. 'focus on value' guiding principle B. four dimensions of service management C. service value system D. 'service request management' practice

C

In the practice of information security management, security is established by maintaining a balance between which areas? A. Products, performance, projects B. Deployment management C. Prevention, detection, correction D. Cost, quality, time

C

What are typically recognized through notifications created by an IT service, CI or monitoring tool? •A. Incidents •B. Problems •C. Events •D. Requests

C

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

What does the service request management practice depend on for maximum efficiency? A. Compliments and complaints B. Self-service tools C. Processes and procedures D. Incident management

C

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? A. A change request is submitted to change control B. Problem management restores the service as soon as possible C. The problem remains in the known error status D. The problem record is deleted

C

What includes governance as a component? •A. Practices •B. The service value chain •C. The service value system •D. The guiding principles

C

What is the operating model that outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services? A. The seven guiding principles B. The four dimensions of service management C. The service value chain D. Governance

C

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

Which action is performed by a service provider? •A. Requesting required service actions •B. Authorizing budget for service consumption •C. Ensuring access to agreed resources D. Receiving of the agreed goods

C

Which describes the 'think and work holistically' guiding principle? A. Establish an understanding of what is truly of value to the service consumer B. Identify what existing resources can be utilized to deliver the services - C. Establish how all the parts of the organization will work together to deliver the services D. Involve the right people in the correct roles

C

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain? •A. Start where you are •B. Collaborate and promote visibility •C. Progress iteratively with feedback •D. Think and work holistically

C

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

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

Which is an activity of the 'incident management' practice? •A. Assessing and prioritizing improvement opportunities •B. Performing service reviews with customers • •C. Providing good-quality updates when expected •D. Automating service requests to the greatest degree possible

C

Which is an external input to the service value chain? •A. The 'improve' value chain activity •B. An overall plan • •C. Customer requirements •D. Feedback loops

C

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

Which is one of the MAIN concerns of the 'design and transition' value chain activity? •A. Understanding the organization's vision •B. Understanding stakeholder needs •C. Meeting stakeholder expectations •D. Ensuring service components are available

C

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 teamworking together to identify a resolution D. The service desk identifying the cause and a resolution

C

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

Which practice would help a user gain access to an application that they need to use? •A. Service configuration management •B. Change enablement • •C. Service request management •D. Service level management

C

Which statement about a service value stream is CORRECT? •A. It uses prescriptive inputs and outputs •B. It is a value chain activity C. It integrates practices for a specific scenario D. It is used to provide governance

C

Which statement about managing incidents is CORRECT? •A. Low impact incidents should be resolved efficiently, making logging unnecessary •B. The 'incident management' practice should use a single process regardless of the impact of the incident •C. Low impact incidents should be resolved efficiently so the resource required is reduced •D. Incidents with the lowest impact should be resolved first

C

Which statement about service relationship management is CORRECT? •A. It focuses on the service actions performed by users •B. It requires the service consumer to create resources for the service provider •C. It requires co-operation of both the service provider and service consumer D. It focuses on the fulfilment of the agreed service actions

C

Which value chain activity ensures that service components meet agreed specifications? •A. Plan •B. Design and transition •C. Obtain/build •D. Deliver and support

C

which step of the 'continual improvement model' is an improvement plan implemented? •A. What is the vision? •B. How do we get there? • •C. Take action •D. Did we get there?

C

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

What actions does a service desk take for all issues, queries and requests that are reported to them? •A. Schedule, assess, authorize •B. Diagnose, investigate, resolve •C. Initiate, approve, fulfil •D. Acknowledge, classify, own

D

What are the potential problems that could be encountered if the "what is the vision" step of the continual improvement model is skipped? 1) Stakeholders and their roles have been understood 2) Expected value to be realized is understood and agreed 3) Non-value adding activities may become the sole focus of the improvement 4) Improvements might be optimized for the team driving the improvement, not for the organization as a whole A. 1 and 2 B. 1 and 3 C. 2 and 3 D. 3 and 4

D

What can be used to determine if a service is 'fit for purpose'? •A. Availability •B. Warranty •C. Outcome •D. Utility

D

What is an incident? •A. The planned removal of an item that might affect a service •B. A result enabled by one or more outputs •C. A possible future event that could cause harm •D. A service interruption resolved by the use of self-help tools

D

What is included in the purpose of the 'continual improvement' practice? A. Ensuring that delivery of services is properly assessed, monitored, and improved against targets B. Identifying and continually improving relationships with and between stakeholders C. Creating collaborative relationships with key suppliers to realize new value D. Aligning the organization's practices and services with changing business needs

D

What is the definition of warranty? •A. A means of identifying events that could cause harm or loss •B. A means of determining whether a service is fit for purpose •C. A means of identifying a result for a stakeholder • •D. A means of determining whether a service is fit for use

D

What is the purpose of the 'monitoring and event management' practice? •A. To restore normal service operation as quickly as possible •B. To manage workarounds and known errors •C. To capture demand for incident resolution and service requests •D. To systematically observe services and service components

D

What term is used to describe whether a service will meet availability, capacity and security requirements? •A. Outcomes •B. Value •C. Utility •D. Warranty

D

Which BEST describes the purpose of the 'improve' value chain activity? •A. To organize a major improvement initiative into several smaller initiatives •B. To make new and improved services and features available for use •C. To ensure a shared understanding of the vision and improvement direction for all products and services •D. To continually improve all products and services across all value chain activities

D

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

Which activity is part of the 'continual improvement' practice? •A. Identifying the cause of incidents and recommending related improvements •B. Authorizing changes to implement improvements •C. Logging and managing incidents that result in improvement opportunities •D. Making business cases for improvement action

D

Which describes the utility of a service? •A. A service that is fit for use •B. A service that meets its service level targets •C. A service that increases constraints on the consumer •D. A service that supports the performance of the consumer

D

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation? •A. Progress iteratively with feedback •B. Collaborate and promote visibility •C. Think and work holistically • •D. Keep it simple and practical

D

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

Which of these activities is carried out as part of 'problem management'? •A. Creating incident records •B. Diagnosing and resolving incidents •C. Escalating incidents to a support team for resolution •D. Trend analysis of incident records

D

Which practice is the responsibility of everyone in the organization? A. Service level management B. Change enablement C. Problem management • D. Continual improvement

D

Which practice needs people who understand complex systems and have creative and analytical skills? •A. Change enablement •B. Service level management •C. Service request management •D. Problem management

D

Which practices are typically involved in the implementation of a problem resolution? Continual improvement Service request management Service level management Change enablement A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

D

Which statement about problems is CORRECT? •A. Problems are not related to incidents •B. Problems must be resolved quickly in order to restore normal business activity •C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis •D. Problem prioritization involves risk assessment

D

Which statement about the 'incident management' practice is CORRECT? •A. It identifies the cause of major incidents •B. It authorizes changes to resolve incidents •C. It maintains detailed procedures for diagnosing incidents • D. It resolves the highest impact incidents first

D

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

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

Which term is used to describe removing something that could have an effect on a service? A. A change B. An incident C. An IT asset D. A problem

D

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