Misc Exam Questions 3 Flashcards

1
Q

Which gives a user access to a system?

A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision

A

D. Service provision

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2
Q

What is a change schedule PRIMARILY used for?

A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts

A

D. To help plan changes, assist in communication and avoid conflicts

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3
Q

What is used to link activities within the service value chain?

A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk

A

B. Inputs, outputs and triggers

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4
Q

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

A

D. A service that supports the performance of the consumer

… or remove constraints

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5
Q

Which two practices use workarounds?

A. Change enablement and continual improvement
B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement

A

C. Problem management and incident management

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6
Q

Which statement about the ‘change enablement’ practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or automated
C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

A

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

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7
Q

Which is included in the purpose of the ‘deliver and support’ value chain activity?

A. Meeting stakeholder expectations for time to market
B. Understanding the organization’s service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications

A

D. Providing services to agreed specifications

A. Meeting stakeholder expectations for time to market - Design + Transition

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8
Q

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A. Information security management
B. Continual improvement
C. Monitoring and event management
D. Service level management

A

A. Information security management

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9
Q

What is a change schedule used for?

A. To help plan emergency changes
B. To help authorize standard changes
C. To help assign a change authority
D. To help manage normal changes

A

D. To help manage NORMAL changes

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10
Q

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

A. Service desk
B. Service request management
C. Service level management
D. Service configuration management

A

C. Service level management

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11
Q

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, fulfill
D. Acknowledge, classify, own

A

D. Acknowledge, classify, own

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12
Q

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

A

C. Customer requirements

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13
Q

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

A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately

A

C. To set clear business-based targets for service levels

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14
Q

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

A. Fulfilling a service request
B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident

A

D. Investigating a major incident

“and all major incidents—often require a temporary team to work together to identify the resolution. This team may include representatives of many stakeholders, including the service provider, suppliers, users, and others.”

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15
Q

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

A. Plan
B. Design and transition
C. Obtain/build
D. Deliver and support

A

C. Obtain/build

Obtain/build - Ensuring that service COMPONENTS are available when and where they are needed, and that they MEET agreed specifications.

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16
Q

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

A

D. Problem management

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17
Q

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

A. The degradation of a service

This is handled by Incident Mgmt

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18
Q

Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management

A

A. Supplier management and service level management

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19
Q

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. service value system
C. ‘service request management’ practice
D. four dimensions of service management

A

B. service value system

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20
Q

Which activity is part of the ‘continual improvement’ practice?

A. Populating and maintaining the asset register
B. Providing a clear path for users to report issues, queries, and requests
C. Delivering tactical and operational engagement with customers
D. Identifying and logging opportunities

A

D. Identifying and logging opportunities

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21
Q

Which TWO statements about an organization’s culture are CORRECT? (Choose two.)

    1. It is created from shared values based on how it carries out its work
    1. It is determined by the type of technology used to support services
    1. It should be based on the culture of prospective suppliers
    1. It should be based on the objectives of the organization
A
    1. It is created from shared values based on how it carries out its work
    1. It should be based on the objectives of the organization
22
Q

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

A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs

A

D. Continually meeting stakeholder expectations for costs

23
Q

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

A

C. Meeting stakeholder expectations

24
Q
Which dimension includes a workflow management system?
A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people
A

workflow management SYSTEM:

C. Information and technology

25
Q

Which service level metrics are BEST for measuring user experience?

A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes

A

D. Metrics linked to defined outcomes

26
Q

Which dimension includes activities and workflows?

A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people

A

A. Value streams and processes

27
Q

What do customer perceptions and business outcomes help to define?

A. The value of a service
B. Service metrics
C. The total cost of a service
D. Key performance indicators (KPIs)

A

A. The value of a service

28
Q

Which practices are typically involved in the implementation of a problem resolution?

    1. Continual improvement
    1. Service request management
    1. Service level management
    1. Change control
A
    1. Continual improvement
    1. Change control

NOT:

    1. Service request management
    1. Service level management
29
Q

Which process works with incident management to ensure that security breaches are detected and logged?

A. Change management
B. Service level management
C. Access management
D. Continual service improvement

A

C. Access management

30
Q

Service transition contains detailed descriptions of which processes?

A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management, event management, service request management
C. Service level management, service portfolio management, service asset and configuration management
D. Service asset and configuration management, release and deployment management, request fulfillment

A

A. Change management, service asset and configuration management, release and deployment management

31
Q

What should a release policy include?

A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)

A

C. The naming convention and expected frequency of each type of release

32
Q

What is defined as any component that needs to be MANAGED in order to deliver an IT service?

A. A service request
B. An IT asset
C. A configuration item (CI)
D. An incident

A

C. A configuration item (CI)

33
Q

Which practice provides support for managing feedback, compliments and complaints from users?

A. Change control
B. Service request management
C. Problem management
D. Incident management

A

B. Service request management

34
Q

Which statement about costs is CORRECT?
A. Costs removed from the consumer are part of service consumption
B. Costs imposed on the consumer are costs of service utility
C. Costs removed from the consumer are part of the value proposition
D. Costs imposed on the consumer are costs of service warranty

A

C. Costs removed from the consumer are part of the value proposition

35
Q

How should automation be implemented?
A. By initially concentrating on the most complex tasks
B. By optimizing as much as possible first
C. By replacing human intervention wherever possible
D. By replacing the existing tools first

A

B. By optimizing as much as possible first

WRONG:
C. By replacing human intervention WHEREVER possible

36
Q

Which describes a set of defined steps for implementing improvements?

A. The ‘improve’ value chain activity
B. The ‘continual improvement register’
C. The ‘continual improvement model’
D. The ‘engage’ value chain activity

A

C. The ‘continual improvement model’

37
Q

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

A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback

A

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

38
Q

The management of information security incidents usually requires [?].

A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support

A

C. A separate process

39
Q

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

A. Only add controls and metrics when they are needed
B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance

A

A. Only add controls and metrics when they are needed

40
Q

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.

A

D. Problem prioritization involves risk assessment.

WRONG:
B. Problems must be resolved quickly in order to restore normal business activity.

INCIDENT must be resolved quickly, not necessarily PROBLEM

41
Q

Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback
B. Focus on value
C. Optimize and automate
D. Start where you are

A

B. Focus on value

42
Q

Why should some service requests be fulfilled with no additional approvals?

A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfillment workflow
D. To set user expectations for fulfillment times

A

C. To streamline the fulfillment workflow

43
Q

When is the earliest that a workaround can be documented in ‘problem management’?

A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved

A

A. After the problem has been logged

44
Q

Which is handled as a service request?

A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch

A

B. A compliment about an IT support team

45
Q

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A. Service desk
B. Monitoring and event management
C. Service level management
D. Continual improvement

A

D. Continual improvement

46
Q

Which guiding principle focuses on reducing costs and human errors?

A. Focus and value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically

A

C. Optimize and automate

47
Q

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

A

B. Think and work holistically

48
Q

Which is an activity of ‘problem identification’?

A. Analyzing information from software developers
B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions

A

A. Analyzing information from software developers
Problem Identification

-----
B. Establishing problem workarounds
Problem Control
C. Analyzing the cause of problems
Problem Control
D. Establishing potential permanent solutions
Error Control
49
Q

Which statement about value creating activities is CORRECT?

A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices
C. A value stream is an operating model for creating value through products and services
D. Organizations should ensure that each value stream is applicable to many scenarios

A

A. Each value stream should be designed with a specific combination of service value chain activities

50
Q

Which skill is required by the ‘service level management’ practice?

A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management

A

The skills and competencies for SLM include relationship
management, business liaison, business analysis, and
commercial/supplier management due to the emphasis on engagement with the customer and all stakeholders involved in
service management.