I4F Sample 2

26) 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. Ensure suppliers include details of their approach to service improvement in contracts When contracting for a supplier's service, the contract should include details of how they will measure, report on, and improve their services over the life of the contract."

1) What is the effect of increased automation on the 'service desk' practice? A. Greater ability to focus on customer experience when personal contact is needed B. Decrease in self-service incident logging and resolution C. Increased ability to focus on fixing technology instead of supporting people D. Elimination of the need to escalate incidents to support teams

A. Greater ability to focus on customer experience when personal contact is needed "With increased automation... The impact on service desks is reduced phone contact, less low-level work, and a greater ability to focus on excellent CX when personal contact is needed".

11) 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 In some extreme cases, disaster recovery plans may be invoked to resolve an incident."

15) Which statement about change authorization is CORRECT? A. A change authority should be assigned to each type of change and change model B. Centralizing change authorization to a single person is the most effective means of authorization C. The authorization of normal changes should be expedited to ensure they can be implemented quickly D. Standard changes are high risk and should be authorized by the highest level of change authority

A. A change authority should be assigned to each type of change and change model It is essential that the correct change authority is assigned to each type of change to ensure that change enablement is both efficient and effective.

14) 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 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.

18) 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. Known error is the status assigned to a problem after it has been analyzed the problem remains in the known error status, and the documented workaround is applied".

16) 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 It is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model."

21) 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 This includes information on how CIs are configured and the relationships between them".

35) 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 Problem identification activities identify and log problems. These include:... detection of duplicate and recurring issues by users, service desk, and technical support staff."

4) What should all 'continual improvement' decisions be based on? A. Details of how services are measured B. Accurate and carefully analyzed data C. An up-to-date balanced scorecard D. A recent maturity assessment

B. Accurate and carefully analyzed data Accurate data, carefully analyzed and understood, is the foundation of fact-based decision-making for improvement." The 'continual improvement' practice should be supported by relevant data sources and by skilled data analytics to ensure that each potential improvement situation is sufficiently understood.

5) 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 To convert inputs into outputs, the value chain activities use different combinations of ITIL practices.

13) 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 Insufficient visibility of work leads to poor decision-making, which in turn impacts the organization's ability to improve internal capabilities. It will then become difficult to drive improvements as it will not be clear which ones are likely to have the greatest positive impact on results.

34) 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 desk

B. IT asset management The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets, to help the organization: maximize value, control costs, manage risks."

25) 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 Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability."

38) 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 To achieve this, service level management:... captures and reports on service issues, including performance against defined service levels."

9) Which practice provides support for managing feedback, compliments and complaints from users? A. Change enablement B. Service request management C. Problem management D. Incident management

B. Service request management Each service request may include one or more of the following: ... feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team)."

40) Which guiding principle recommends assessing the current state and deciding what can be reused? A. Focus on value B. Start where you are C. Collaborate and promote visibility D. Progress iteratively with feedback

B. Start where you are Having a proper understanding of the current state of services and methods is important to selecting which elements to re-use, alter, or build upon."

30) 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 The guiding principles can "guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances."

29) 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 It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders."

3) 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 The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events".

27) 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

B. Type of cooperation with suppliers Corporate culture: some organizations have a historical preference for one approach over another. Long-standing cultural bias is difficult to change without compelling reasons."

7) 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 "Understand and agree the context in which the proposed optimization exists. This includes agreeing the overall vision and objectives of the organization."

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

B. Utility The functionality offered by a product or service."

17) Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved. A. logged B. analyzed C. escalated D. closed

B. analyzed A known error is "A problem that has been analyzed but has not been resolved".

23) Identify the missing word in the following sentence. A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption. A. outputs B. outcomes C. costs D. risks

B. outcomes Customer: The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption."

28) 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 A problem is "a cause, or potential cause, of one or more incidents."

12) 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 These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests".

32) 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 "They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics."

19) 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. Processes and procedures Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice."

39) 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 Changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch."

33) 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 Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first."

8) 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 The purpose of the SVS is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services."

6) 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 (Pick 2)

D. 1 and 4 1. It captures information that metrics can be based on 4. It supports progress discussions This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions."

37) 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 This value may come in various forms, such as revenue, customer loyalty, lower cost, or growth opportunities."

22) 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 "The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible."

20) 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 Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users.

36) 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 The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization."

24) 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 Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything. This can lead to what has sometimes been called 'analysis paralysis', in which so much time is spent analyzing the situation that nothing ever gets done about it."

10) Which joint activity performed by a service provider and service consumer ensures continual value co-creation? A. Service provision B. Service consumption C. Service offering D. Service relationship management

D. Service relationship management "Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings".

31) 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 An output is "A tangible or intangible deliverable of an activity".