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ITIL > Section 1 > Flashcards

Section 1 Flashcards

1
Q

What is the key message of the Keep it simple and practical guiding principle?

A)Accomplish objectives with the least number of resources and staff as possible.
B)Every step must be completed thoroughly and effectively to accomplish an objective.
C)Always use the minimum number of steps to accomplish an objective.
D)Focus on one step at a time.

A

C)Always use the minimum number of steps to accomplish an objective

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2
Q

Which entity authorizes the budget for service consumption?

A)Sponsor
B)User
C)Stakeholder
D)Customer

A

A)Sponsor

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3
Q

What term is commonly used to refer to a situation where part of the output of an activity is used for new input?

A)Value stream
B)Continual improvement
C)Feedback loop
D)Service value chain

A

C)Feedback loop

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4
Q

Which option(s) is an objective example of customer experience (CX)?

A)None of these options
B)The friendliness of the customer service representative
C)All of these options
D)On-time delivery of what was ordered
E)The layout of the service provider’s website

A

D)On-time delivery of what was ordered

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5
Q

Which of the following is NOT a cost a consumer needs to consider when assessing the value of a service?

A)Technology
B)Security breaches
C)Staff
D)Procurement

A

B)Security breaches

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6
Q

Which statements are true regarding service management?

  1. Services are perishable.
  2. Service management outcomes should meet business needs.
  3. If services are not used, they retain their value.
    A)1 and 3
    B)1 and 2
    C)2 and 3
    D)1, 2, and 3
A

B)1 and 2
1. Services are perishable.
2. Service management outcomes should meet business needs.

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7
Q

Which of the following options is advice that should be followed when applying the Focus on value guiding principle?

A)Focus on value during normal operational activity as well as improvement initiatives
B)None of these options
C)All of these options
D)Encourage a focus of value among all staff
E)Include focus on value in every step of any improvement initiative
F)Know how service consumers use each service

A

C)All of these options

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8
Q

Identify the missing words in the following sentence:

Guiding principles are __________ and __________.

A)Restricted, Enduring
B)Restricted, Short-lived
C)Universal, Enduring
D)Costly, Consumable

A

C)Universal, Enduring

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9
Q

Which service asset value is based on customer perceptions?

A)capability
B)resource
C)warranty
D)utility

A

D)utility

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10
Q

Which of the following statements applies to value?

Subject to the perception of stakeholders
The perceived benefits of a product, service, or other aspect
The perceived usefulness of a product, service, or other aspect
The perceived importance of a product, service, or other aspect

A)Statement 1 only
B)Statements 2, 3, and 4
C)Statements 2 and 4
D)All of the statements

A

D)All of the statements

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11
Q

Which statement is FALSE about the role of measurement in the Start where you are guiding principle?

A)Direct observation should never be the preferred option.
B)Over-reliance on data analytics and reporting can create biases and risks in decision-making.
C)It should support, but not replace what is observed.
D)The act of reporting can sometimes affect the results

A

A)Direct observation should never be the preferred option.

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12
Q

Which guiding principles should be most closely followed when applying the Optimize and automate guiding principle?

  1. Focus on value
  2. Start where you are
  3. Progress iteratively with feedback
  4. Collaborate and promote visibility
  5. Think and work holistically
  6. Keep it simple and practical
  7. Optimize and automate

A)1, 3, 6, and 7
B)1, 2, 4, and 5
C)All of the options
D)1, 2, 3, and 6
E)2, 4, 6, and 7

A

D)1, 2, 3, and 6
1. Focus on value
2. Start where you are
3. Progress iteratively with feedback
6. Keep it simple and practical

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13
Q

What is the term for a person who consumes services?

A)Sponsor
B)User
C)Customer
D)Stakeholder

A

B)User

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14
Q

Which of the following options should be eliminated if they do not provide a useful outcome?

  1. Process
  2. Service
  3. Data
  4. Action
  5. Metric

A)1, 2, 3, and 4
B)All of the options
C)1, 2, 4, and 5
D)1 and 2
E)1, 2, 3, and 5

A

C)1, 2, 4, and 5
1. Process
2. Service
4. Action
5. Metric

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15
Q

When applying the Collaborate and Promote Visibility guiding principle, which advice should be considered?

  1. Collaboration does not mean consensus.
  2. Communicate in a way the audience can hear.
  3. Decisions can only be made on visible data.

A)All of the options
B)1 only
C)None of the options
D)3 only
E)2 only

A

A)All of the options

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16
Q

Which of the following statements is NOT correct about organizations?

A)They create value for their stakeholders
B)They can be comprised of a single person
C)They can hold many different roles at once
D)They can only be a team or a complex network of legal entities

A

D)They can only be a team or a complex network of legal entities

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17
Q

Identify the missing words in the following sentence:

Service relationship management is defined as “joint activities performed by a(n) _________________ and a(n) ___________________ to ensure continual value co-creation based on agreed and available service offerings.”

A)Service Provider, Stakeholder
B)Service Provider, Service Consumer
C)Organization, Service Consumer
D)None of these options
E)Organization, Stakeholder

A

B)Service Provider, Service Consumer

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18
Q

What is the key message of the Think and work holistically guiding principle?

A)No service, practice, process, department, or supplier stands alone.
B)Every service, practice, process, department, and supplier should stand alone.
C)Every step must be completed thoroughly and effectively to accomplish an objective.
D)Always use the minimum number of steps to accomplish an objective.

A

A)No service, practice, process, department, or supplier stands alone.

18
Q

Which of the following statements are CORRECT about service management?

  1. Service management provides value to customers in the form of services.
  2. Service management inputs include organizational resources and capabilities.
  3. Service management outputs are services that provide value to customers.
  4. Service management capabilities include functions, processes, methods, activities, and roles.
    A)All of the statements
    B)1, 2, and 3
    C)2 and 3
    D)1 and 4
A

A)All of the statements

19
Q

Which of the following statements is NOT correct regarding outputs of services?

A)There can be multiple outputs of a single service
B)They can be an intangible delivery of an activity
C)They are a result for a stakeholder
D)They can be a tangible delivery of an activity

A

C)They are a result for a stakeholder

20
Q

Which of the following statements is FALSE about the guiding principles?

A)They interact with and depend upon each other
B)The guiding principles are reflected in many other frameworks
C)Certain principles will have a different level of relevance depending on the organization
D)They are recommendations that guide organizations in all circumstances

A

C)Certain principles will have a different level of relevance depending on the organization

21
Q

Which of the following statements are CORRECT about the outcomes of services?

  1. They are a result for a stakeholder.
  2. They can be an intangible delivery of an activity.
  3. They can be a tangible delivery of an activity.
  4. They are enabled by one or more outputs.
  5. The provider and consumer can work together to understand the desired outcomes.

A)All of these statements
B)2 and 3
C)2, 3, and 5
D)1, 4, and 5
E)1 and 4

A

D)1, 4, and 5
1. They are a result for a stakeholder.
4. They are enabled by one or more outputs.
5. The provider and consumer can work together to understand the desired outcomes.

22
Q

Which of the following is NOT part of service provision?

A)Fulfilling agreed-upon service tasks
B)Enabling continual improvement and Service level management
C)Ensuring user access to resources
D)Managing consumer’s resources needed for the service

A

D)Managing consumer’s resources needed for the service

23
Q

Which of the following statements does NOT apply to the Think and work holistically guiding principle?

A)Draw on knowledge in each area to identify what is essential for success.
B)Automation can support end-to-end visibility and provide efficient integrated management.
C)Different levels of complexity require different heuristics for decision-making.
D)Applying methods and rules designed for complex systems should work in a simple system as well.

A

D)Applying methods and rules designed for complex systems should work in a simple system as well.

24
Q

Working in a time-boxed, iterative manner with feedback loops embedded into the process allows for which of the following?

A)The ability to discover and respond to failure earlier
B)An overall improvement in quality
C)Greater flexibility
D)All of these options
E)Faster responses to customer and business needs

A

D)All of these options

25
Q

Which of the following statements best describes a service offering?

A)Service actions performed to address a consumer’s needs
B)Goods to be supplied to a consumer
C)All of these statements
D)Access to resources granted or licensed to a consumer
E)None of these statements

A

C)All of these statements

26
Q

Which of the following statements can be CORRECT regarding the utility of a service?

  1. It is the functionality offered by a product or service to meet a particular need.
  2. It can be summarized as “what the service does.”
  3. It can be used to determine whether a service is “fit for purpose.”
  4. It can support the performance of the consumer.
  5. It can remove the constraints from the consumer.

A)2 and 3
B)All of these statements are true
C)1, 2, and 4
D)1 and 2

A

B)All of these statements are true

27
Q

How should an organization focus on applying the guiding principles?

A)Focus on the relevance of just one guiding principle and its interactions with other principles.
B)Focus on the relevance of each guiding principle and how one principle applies to just one other principle.
C)Principles do not interact with one another.
D)Focus on the relevance of each guiding principle and how they all apply together.

A

D)Focus on the relevance of each guiding principle and how they all apply together.

28
Q

Which of the following is NOT a high-level step on the path to optimization?

A)Assess the current state of the proposed optimization.
B)Execute the improvements in an iterative way.
C)Continually monitor the impact of optimization.
D)Inform stakeholders of the optimization after implementation.

A

D)Inform stakeholders of the optimization after implementation.

29
Q

Which of the following are examples of risks removed from consumers by a service?

  1. Failure of the consumer’s server hardware
  2. Experiencing a security breach
  3. Lack of staff availability

A)All of these are valid examples
B)1 and 2
C)2 and 3
D)1 and 3

A

D)1 and 3
1. Failure of the consumer’s server hardware
3. Lack of staff availability

30
Q

Which entity is responsible for paying for a service?

A)service provider
B)user
C)customer
D)service owner

A

C)customer

31
Q

Which of the following is NOT a guiding principle?

A)Keep it simple and practical
B)Focus on value
C)Focus on the goal
D)Think and work holistically

A

C)Focus on the goal

32
Q

Which service asset value is based on such aspects as availability, capacity, and continuity?

A)resource
B)warranty
C)utility
D)capability

A

B)warranty

33
Q

Which set of functions, processes, methods, roles, and activities of a service provider provide value to the customer?

A)customer relationship management
B)good practice
C)infrastructure management
D)service management

A

D)service management

34
Q

Service providers must understand what is truly of value to the service consumer. Which of the following do service providers need to know?

  1. Why the consumer uses the services
  2. What the services help the service consumer to do
  3. How the services help the service consumer achieve their goals
    4, The role of cost/financial consequences for the service consumer
  4. The risks involved for the service consumer

A)3, 4, and 5
B)None of them
C)1, 2, and 3
D)All of them

A

D)All of them

35
Q

What is the key message of the Progress iteratively with feedback guiding principle?

A)No service or element used to provide a service stands alone.
B)If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it.
C)Resources of all types, particularly HR, should be used to their best effect.
D)Resist the temptation to do everything at once.

A

D)Resist the temptation to do everything at once.

36
Q

Which of the following examples could be considered the warranty of a cloud service?

A)24/7 uptime
B)E-mail system
C)Conference call capabilities
D)Employee scheduling

A

A)24/7 uptime

37
Q

As part of the keep it simple and practical guiding principle, always ask whether ____________ when analyzing a practice, process, service, metric, or other improvement target.

A)it is working in an integrated way to handle its activities as a whole
B)it can lead to further improvement
C)it contributes to value creation
D)it is cost-effective

A

C)it contributes to value creation

38
Q

Automation typically refers to the use of __________ to perform a step or series of steps correctly and consistently with limited to no human intervention.

A)governance
B)technology
C)optimization
D)guiding principles

A

B)technology

39
Q

Organizations will suffer from poor decision making, lack of improvements of internal capabilities, and difficulty with driving improvements if they do NOT perform which critical analysis activities?

  1. Understanding the flow of work in progress.
  2. Identifying bottlenecks, as well as excess capacity.
  3. Uncovering waste.
  4. Withholding information from stakeholders.

A)Activities 1, 2, and 3
B)Activities 2 and 4
C)All of these activities
D)Activities 1 and 2
E)Activities 1, 3, and 4

A

A)Activities 1, 2, and 3
1. Understanding the flow of work in progress.
2. Identifying bottlenecks, as well as excess capacity.
3. Uncovering waste.

40
Q

Which guiding principle covers considering what is already available to be leveraged before building something new?

A)Think and work holistically
B)Focus on value
C)Start where you are
D)Optimize and automate

A

B)Focus on value
C)Start where you are

41
Q

What is the output of Service management?

A)resources and capabilities representing service provider assets
B)public frameworks
C)services that provide value to customers
D)standards for a service provider

A

C)services that provide value to customers

42
Q

Which of the following statements is NOT correct about the Collaborate and promote visibility guiding principle?

A)Working together in a way that leads to real accomplishment requires information, understanding, and trust.
B)Cooperation and collaboration are better than isolated work.
C)Exclusion is generally a better policy than inclusion.
D)When improvement activity occurs in relative silence, assumptions and rumors can prevail.

A

C)Exclusion is generally a better policy than inclusion.

ITIL (6 decks)

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