Axelos ITIL 4 Test Flashcards
(40 cards)
What is the effect of increased automation on the ‘service desk’ practice?
Greater ability to focus on customer experience when personal contact is needed
Which term describes the functionality offered by a service?
Utility
Which is the purpose of the ‘monitoring and event management’ practice?
To systematically observe services and service components, and record and report selected changes of state
What should all ‘continual improvement’ decisions be based on?
Accurate and carefully analysed data
How do all value chain activities transform inputs to outputs?
By using a combination of practices
How does customer engagement contribute to the ‘service level management’ practice?
- It captures information that metrics can be based on
- It ensures the organization meets defined service levels
- It defines the workflows for service requests
- It supports progress discussions
- It captures information that metrics can be based on
4. It supports progress discussions
What is the starting point for optimization?
Understanding the vision and objectives of the organization
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.
service value system
Which practice provides support for managing feedback, compliments and complaints from users?
Service request management
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Service relationship management
Which practice may involve the initiation of disaster recovery?
Incident management
What type of change is MOST likely to be managed by the ‘service request management’ practice?
A standard change
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
Collaborate and promote visibility
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A service
Which statement about change authorization is CORRECT?
A change authority should be assigned to each type of change and change model
Which dimension of service management considers governance, management, and communication?
Organizations and people
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
analysed
Which statement about known errors and problems is CORRECT?
Known error is the status assigned to a problem after it has been analysed
What does the ‘service request management’ practice depend on for maximum efficiency?
Processes and procedures
Which statement about the ‘service desk’ practice is CORRECT?
It needs a practical understanding of the business processes
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Service configuration management
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Incident management
Identify the missing word in the following sentence.
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
outcomes
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Progress iteratively with feedback
