Ex 4 Flashcards

1
Q

What considerations influence the supplier strategy of an organization?

SELECT THE CORRECT ANSWER

Contracts and agreements

Type of cooperation with suppliers

Corporate culture of the organization

Level of formality

A

Corporate culture of the organization

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2
Q

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

SELECT THE CORRECT ANSWER

A service

An output

A practice

Continual improvement

A

A service

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3
Q

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

SELECT THE CORRECT ANSWER

Supplier management

Deployment management

Problem management

Incident management

A

Incident management

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4
Q

Which value chain activity communicates the current status of all four dimensions of service management?

SELECT THE CORRECT ANSWER

Improve

Engage

Obtain or build

Plan

A

Plan

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5
Q

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

SELECT THE CORRECT ANSWER

Service configuration management

Service desk

IT asset management

Monitoring and event management

A

Service configuration management

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6
Q

Which guiding principle is primarily concerned with consumer’s revenue and growth?

SELECT THE CORRECT ANSWER

Keep it simple and practical

Optimize and automate

Progress iteratively with feedback

Focus on value

A

Focus on value

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7
Q

Which statement about change authorization is correct?

SELECT THE CORRECT ANSWER

A change authority should be assigned to each type of change and change model.

Centralizing change authorization to a single person is the most effective means of authorization.

The authorization of normal changes should be expedited to ensure they can be implemented quickly.

Standard changes are high risk and should be authorized by the highest level of change authorities.

A

A change authority should be assigned to each type of change and change model.

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8
Q

What should all continual improvement decisions be based on?

SELECT THE CORRECT ANSWER

Details of how services are measured

Accurate and carefully analysed data

An up-to-date balanced scorecard

A recent maturity assessment

A

Accurate and carefully analysed data

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9
Q

Which is the purpose of the monitoring and event management practice?

SELECT THE CORRECT ANSWER

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed.

To systematically observe services and service components, and record and report selected changes of state.

To protect the information needed by the organization to conduct its business.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

A

To systematically observe services and service components, and record and report selected changes of state.

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10
Q

Which is intended to help an organization adopt and adapt ITIL guidance?

SELECT THE CORRECT ANSWER

The four dimensions of service management

The guiding principles

The service value chain

The practices

A

The guiding principles

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11
Q

What should be done for every problem?

SELECT THE CORRECT ANSWER

It should be diagnosed to identify possible solutions.

It should be prioritized based on its potential impact and probability.

It should be resolved so that it can be closed.

It should have a workaround to reduce the impact.

A

It should be prioritized based on its potential impact and probability.

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12
Q

Which statement about the service desk practice is correct?

SELECT THE CORRECT ANSWER

It provides a link with stakeholders at strategic and tactical levels.

It carries out change assessment and authorization.

It investigates the cause of incidents.

It needs a practical understanding of the business processes.

A

It needs a practical understanding of the business processes.

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13
Q

What is the starting point for optimization?

SELECT THE CORRECT ANSWER

Securing stakeholder engagement

Understanding the vision and objectives of the organization

Determining where the most positive impact would be

Standardizing practices and services

A

Understanding the vision and objectives of the organization

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14
Q

What type of change is most likely to be managed by the service request management practice?

SELECT THE CORRECT ANSWER

A normal change

An emergency change

A standard change

An application change

A

A standard change

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15
Q

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

SELECT THE CORRECT ANSWER

Change control

Service request management

Problem management

Incident management

A

Service request management

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16
Q

Which statement about known errors and problems is correct?

SELECT THE CORRECT ANSWER

Known error is the status assigned to a problem after it has been analyzed.

A known error is the cause of one or more problems.

Known errors cause vulnerabilities and problems cause incidents.

Known errors are managed by technical staff while problems are managed by service management staff.

A

Known error is the status assigned to a problem after it has been analyzed.

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17
Q

Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?

SELECT THE CORRECT ANSWER

Optimize and automate

Start where you are

Focus on value

Progress iteratively with feedback

A

Progress iteratively with feedback

18
Q

What is an output?

SELECT THE CORRECT ANSWER

A change of state that has significance for the management of a configuration item.

A possible event that could cause harm or loss.

A result for a stakeholder.

A deliverable created by carrying out an activity.

A

A deliverable created by carrying out an activity.

19
Q

What does the service request management practice depend on for maximum efficiency?

SELECT THE CORRECT ANSWER

Compliments and complaints

Self-service tools

Processes and procedures

Incident management

A

Processes and procedures

20
Q

Which practice may involve the initiation of disaster recovery?

SELECT THE CORRECT ANSWER

Incident management

Service request management

Service level management

IT asset management

A

Incident management

21
Q

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

SELECT THE CORRECT ANSWER

Service provision

Service consumption

Service offering

Service relationship management

A

Service relationship management

22
Q

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.

SELECT THE CORRECT ANSWER

outputs

outcomes

costs

risks

A

outcomes

23
Q

Which is the best example of an emergency change?

SELECT THE CORRECT ANSWER

The implementation of a planned new release of a software application

A low-risk computer upgrade implemented as a service request

The implementation of a security patch in a critical software application

A scheduled major hardware and software implementation

A

The implementation of a security patch in a critical software application

24
Q

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

SELECT THE CORRECT ANSWER

Focus on value

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

A

Collaborate and promote visibility

25
Q

Identify the missing word in the following sentence. A known error is a problem that has been _____ and has not been resolved.

SELECT THE CORRECT ANSWER

logged

analyzed

escalated

closed

A

analyzed

26
Q

What is the reason for using a balanced bundle of service metrics?

SELECT THE CORRECT ANSWER

It reduces the number of metrics that need to be collected.

It reports each service element separately.

It provides an outcome-based view of services.

It facilitates the automatic collection of metrics.

A

It provides an outcome-based view of services.

27
Q

Which practice provides visibility of the organization’s services by capturing and reporting on service performance?

SELECT THE CORRECT ANSWER

Service desk

Service level management

Service request management

Service configuration management

A

Service level management

28
Q

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.

SELECT THE CORRECT ANSWER

focus on value guiding principle

four dimensions of service management

service value system

service request management practice

A

service value system

29
Q

How should an organization include third-party suppliers in the continual improvement of services?

SELECT THE CORRECT ANSWER

Ensure suppliers include details of their approach to service improvement in contracts

Require evidence that the supplier uses agile development methods

Require evidence that the supplier implements all improvements using project management practices

Ensure that all supplier problem management activities result in improvements

A

Ensure suppliers include details of their approach to service improvement in contracts

30
Q

What is a problem?

SELECT THE CORRECT ANSWER

An addition or modification that could have an effect on services.

Any change of state that has significance for the management of a configuration item.

A cause, or potential cause, of one or more incidents.

An unplanned reduction in the quality of a service.

A

A cause, or potential cause, of one or more incidents.

31
Q

What is the effect of increased automation on the service desk practice?

SELECT THE CORRECT ANSWER

Greater ability to focus on customer experience when personal contact is needed

Decrease in self-service incident logging and resolution

Increased ability to focus on fixing technology instead of supporting people

Elimination of the need to escalate incidents to support teams

A

Greater ability to focus on customer experience when personal contact is needed

32
Q

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

SELECT THE CORRECT ANSWER

Relationship management

IT asset management

Release management

Service desk

A

IT asset management

33
Q

Which dimension of service management considers governance, management, and communication?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

A

Organizations and people

34
Q

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 workflow for service requests.
  4. It supports progress discussions.

SELECT THE CORRECT ANSWER

1 and 2

2 and 3

3 and 4

1 and 4

A

1 and 4

  1. It captures information that metrics can be based on.
  2. It supports progress discussions.
35
Q

What is the purpose of the relationship management practice?

SELECT THE CORRECT ANSWER

To align the organization’s practices and services with changing business needs

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

A

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

36
Q

Why should incidents be prioritized?

SELECT THE CORRECT ANSWER

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

To ensure that incidents with the highest business impact are resolved first

To encourage a high level of collaboration within and between teams

A

To ensure that incidents with the highest business impact are resolved first

37
Q

Which term describes the functionality offered by a service?

SELECT THE CORRECT ANSWER

Cost

Utility

Warranty

Risk

A

Utility

38
Q

How do all value chain activities transform inputs to outputs?

SELECT THE CORRECT ANSWER

By determining service demand

By using a combination of practices

By using a single functional team

By implementing process automation

A

By using a combination of practices

39
Q

Why should service desk staff detect recurring issues?

SELECT THE CORRECT ANSWER

To help identify problems

To escalate incidents to the correct support team

To ensure effective handling of service requests

To engage the correct change authority

A

To help identify problems

40
Q

Which guiding principle recommends assessing the current state and deciding what can be reused?

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Collaborate and promote visibility

Progress iteratively with feedback

A

Start where you are