Ex 5

Question 1

Which guiding principle recommends collecting data before deciding what can be re-used?

Focus on value
Keep it simple and practical
Start where you are
Progress interactively with feedback

Answer 1

Start where you are

Question 2

Which statement about known errors and problems is CORRECT?

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, problems cause incidents
Known errors are managed by technical staff, problems are managed by service management staff

Answer 2

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

Question 3

Which guiding principle helps to ensure that better information is available for decision making?

Keep it simple and practical
Collaborate and promote visibility
Optimize and automate
Think and work holistically

Answer 3

Collaborate and promote visibility

Question 4

Which guiding principle recommends coordinating all dimensions of service management?

Start where you are
Think and work holistically
Keep it simple and practical
Progress iteratively with feedback

Answer 4

Think and work holistically

Question 5

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

Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical

Answer 5

Collaborate and promote visibility

Question 6

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Focus on value
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback

Answer 6

Progress iteratively with feedback

Question 7

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

Optimize and automate
Start where you are
Focus on value
Progress iteratively with feedback

Answer 7

Progress iteratively with feedback

Question 8

Which of the following is NOT an activity within the service value chain?

Engage
Guiding principles
Delivery and Support
Obtain/Build

Answer 8

Guiding principles

Question 9

What is the end result of the service value system?

Activities
Value
Practices
Demand

Answer 9

Value

Question 10

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

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

Answer 10

It provides an outcome-based view of services

Question 11

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

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

Answer 11

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

Question 12

Which statement about the ‘service desk’ practice is CORRECT?

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

Answer 12

It needs a practical understanding of the business processes

Question 13

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.

‘focus on value’ guiding principle
service value system
‘service request management’ practice
four dimensions of service management

Answer 13

service value system

Question 14

How should an organization adopt continual improvement methods?

Use a new method for each improvement the organization handles
Select a few key methods for the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles

Answer 14

Select a few key methods for the types of improvement that the organization handles

Question 15

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

Engage
Improve
Obtain/build
Plan

Answer 15

Plan

Question 16

Which statement about emergency changes is CORRECT?

The testing of emergency can be eliminated in order to implement the change quickly
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Emergency changes should be authorized and implemented as service requests
Emergency changes must be fully documented before authorization and implementation

Answer 16

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Question 17

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Local
Centralized
Outsourced
Virtual

Answer 17

Outsourced

Question 18

What is described by the service value system?

How all the components and activities of the organization work together as a system to enable value creation
Services based on one or more products, designed to address needs of a target consumer group
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
How to apply the systems approach of the guiding principle think and work holistically

Answer 18

How all the components and activities of the organization work together as a system to enable value creation

Question 19

How does information about problems and known errors contribute to ‘incident management’?

It removes the need for regular customer updates
It removes the need for collaboration during incident resolution
It enables quick and efficient diagnosis of incidents
It enables the reassessment of known errors

Answer 19

It enables quick and efficient diagnosis of incidents

Question 20

Which term describes the functionality offered by a service?

Cost
Utility
Warranty
Risk

Answer 20

Utility

Question 21

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

Progress iteratively with feedback
Keep it simple and practical
Optimize and automate
Focus on value

Answer 21

Focus on value

Question 22

Which value chain activity ensures the availability of service components?

Improve
Deliver and support
Obtain/build
Engage

Answer 22

Obtain/build

Question 23

What is the CORRECT definition of service management?

A set of specialized organizational capabilities for delivering value to customers in the form of services
The capability of supplier to deliver services to providers in exchange for money
A set of specialized assets for transitioning services into the live operational environment
The capability of service providers to minimize their costs without reducing the value of the services

Answer 23

A set of specialized organizational capabilities for delivering value to customers in the form of services

Question 24

What is a recommendation of the ‘focus on value’ guiding principle?

Focus on value for the service provider first
Make ‘focus on value’ a responsibility of the management
Focus on value at every step of the improvement
Focus on the value of new and significant projects first

Answer 24

Focus on value at every step of the improvement

Question 25

What considerations influence the supplier strategy of an organization? Contracts and agreements Type of cooperation with suppliers Corporate culture of the organization Level of formality

Answer 25

Corporate culture of the organization

Question 26

Which practice updates information relating to symptoms and business impact? Incident management Service request management Change control Service level management

Answer 26

Incident management

Question 27

Which ITIL concept describes governance? The service value system The service value chain The seven guiding principles The four dimensions of service management

Answer 27

The service value system

Question 28

Which practice provides support for managing feedback, compliments and complaints from users? Change control Service request management Problem management Incident management

Answer 28

Service request management

Question 29

How does categorization of incidents assist the 'incident management' practice? It determines the priority assigned to the incident It determines how the service provider is perceived It helps direct the incident to the correct support area It ensures that incidents are resolved in timescales agreed with the customer

Answer 29

It helps direct the incident to the correct support area

Question 30

Which dimension of service management considers governance, management, and communication? Organizations and people Information and technology Partners and suppliers Value streams and processes

Answer 30

Organizations and people

Question 31

Which dimension includes activities and workflows? Organizations and people Information and technology Partners and suppliers Value streams and processes

Answer 31

Value streams and processes

Question 32

Which describes a standard change? A change that needs to be scheduled, assessed and authorized following a defined process A change that is typically implemented as a service request A high-risk change that needs very thorough assessment A change that must be implemented as soon as possible

Answer 32

A change that is typically implemented as a service request

Question 33

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? Feedback should be reduced for large improvements as it is unlikely that circum Feedback should only be taken into account when one iteration fails to meet its objective Each iteration should be designed before starting the initiative and implemented without feedback Each iteration should be continually re-evaluated based on feedback

Answer 33

Each iteration should be continually re-evaluated based on feedback

Question 34

What are the ITIL guiding principles used for? To help an organization make good decisions To direct and control an organization To identify activities that an organization must perform in order to deliver a valuable service To ensure that an organization's performance continually meets stakeholders' expectations

Answer 34

To help an organization make good decisions

Question 35

Which is included in the purpose of the "˜design and transition' value chain activity? Ensuring that service components are available when needed Providing transparency and good stakeholder relationships Supporting services according to specifications Continually meeting stakeholder expectations for costs

Answer 35

Continually meeting stakeholder expectations for costs

Question 36

What should be done to determine the appropriate metrics for measuring a new service? Measuring the performance over the first six months, and basing a solution on the results Asking customers to provide numerical targets that meet their needs Asking customers open questions to establish their requirements Using operational data to provide detailed service reports

Answer 36

Using operational data to provide detailed service reports

Question 37

What is typically needed to assign complex incidents to support groups? A self-help tool The incident priority A change schedule The incident category

Answer 37

The incident category

Question 38

Which competencies are required by the 'service level management' practice? Problem investigation and resolution Business analysis and commercial management Incident analysis and prioritization Balanced scorecard reviews and maturity assessment

Answer 38

Business analysis and commercial management

Question 39

Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle. measurement tools plans process

Answer 39

measurement

Question 40

Which of these should be logged and managed as a problem? A user requests delivery of a laptop A monitoring tool detects a change of state for a service Trend analysis shows a large number of similar incidents 'Continual improvement' needs to prioritize an improvement opportunity

Answer 40

Trend analysis shows a large number of similar incidents

Question 41

Which is a purpose of the 'engage' value chain activity? Meeting expectations for quality, costs and time-to-market Providing transparency and good relationships Ensuring the continual improvement of services Ensuring that the organization's vision is understood

Answer 41

Providing transparency and good relationships

Question 42

What are the three phases of 'problem management'? Problem logging, problem classification, problem resolution Incident management, problem management, change control Problem identification, problem control, error control Problem analysis, error identification, incident resolution

Answer 42

Problem identification, problem control, error control

Question 43

Which practice has a purpose that includes observing a service to report selected changes of state identified as events? Information security management Monitoring and event management Incident management Change control

Answer 43

Monitoring and event management

Question 44

Which TWO statements about an organizations culture are CORRECT? (Choose two.) 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization 1 and 2 2 and 3 3 and 4 1 and 4

Answer 44

1 and 4 1. It is created from shared values based on how it carries out its work 4. It should be based on the objectives of the organization

Question 45

What are the MOST important skills required by service desk staff? Incident analysis skills Technical skills Problem resolution skills Supplier management skills

Answer 45

Incident analysis skills

Question 46

What is 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? Service management Continual improvement A service An IT asset

Answer 46

A service

Question 47

Which guiding principle recommends eliminating activities that do not contribute to the creation of value? Start where you are Collaborate and promote visibility Keep it simple and practical Optimize and automate

Answer 47

Keep it simple and practical

Question 48

What are engage, plan and improve examples of? Service value chain activities Service level management Service value chain inputs Change control

Answer 48

Service value chain activities

Question 49

Which is part of service provision? The management of resources configured to deliver the service The management of resources needed to consume the service The grouping of one or more services based on one or more products The joint activities performed to ensure continual value co-creation

Answer 49

The management of resources configured to deliver the service

Question 50

Which statement about outcomes is CORRECT? Outcomes help service consumers achieve outputs Outcomes are one or more services that fulfil the needs of a service consumer Service providers help service consumers achieve outcomes Helping service consumers achieve outcomes reduces service provider costs

Answer 50

Service providers help service consumers achieve outcomes

Question 51

Which statement about IT service management is CORRECT? It is performed by customers using a mix of IT systems, services and processes It is performed by IT service providers using a mix of suppliers and their products It is performed by the service desk using a mix of people, process and technology It is performed by IT service providers using a mix of people, process and technology

Answer 51

It is performed by IT service providers using a mix of people, process and technology

Question 52

When should the effectiveness of a problem workaround be assessed? Whenever the workaround is used Whenever the problem is resolved Whenever the workaround becomes a known error Whenever the problem is prioritized

Answer 52

Whenever the workaround is used

Question 53

Which practice identifies metrics that reflect a customer experience of a service? Continual improvement Service level management Service desk Problem management

Answer 53

Service level management

Question 54

What should be used to set user expectations for request fulfillment times? The time that the customer indicates for service delivery The consumer demand for the service The time needed to realistically deliver the service The service levels of the supplier

Answer 54

The time needed to realistically deliver the service

Question 55

Which dimension includes activities and workflows? Organizations and people Information and technology Partners and suppliers Value streams and processes

Answer 55

Value streams and processes

Question 56

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? As a change request As a service request As an event As a problem

Answer 56

As a problem

Question 57

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? Service level management Service configuration management Relationship management Continual improvement

Answer 57

Continual improvement

Question 58

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

Answer 58

Costs removed from the consumer are part of the value proposition

Question 59

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? Incident management Problem management Continual improvement Service request management

Answer 59

Continual improvement

Question 60

Which activity is part of the 'continual improvement' practice? Identifying and logging opportunities Delivering tactical and operational engagement with customers Populating and maintaining the asset register Providing a clear path for users to report issues, queries, and requests

Answer 60

Identifying and logging opportunities

Question 61

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

Answer 61

By replacing human intervention wherever possible

Question 62

What is the purpose of the 'information security management' practice? To protect the information needed by the organization to conduct its business To observe services and service components To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To plan and manage the full lifecycle of all IT assets

Answer 62

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

Question 63

How should the workflow for a new service request be designed? Use a single workflow for all types of service request Use different workflows for each type of service request Avoid workflows for simple service requests Leverage existing workflows whenever possible

Answer 63

Leverage existing workflows whenever possible

Question 64

In which two situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant 1 and 2 2 and 3 3 and 4 1 and 4

Answer 64

1 and 2 1. In every initiative 2. In relationships with all stakeholders