GITHUB Practice Test Flashcards
https://d12.github.io/itil-quiz/game.html (41 cards)
What type of change is MOST likely to be managed by the ‘service request management’ practice?
A standard change
What is the correct approach to incident management?
Every incident should be logged, managed, and resolved within a timeframe that meets user expectations.
DELETE
Me
Which practice has a purpose that includes managing workarounds and known errors?
Problem management
Which practice provides procedures for the initiation, approval and fulfillment of service delivery actions, such as providing access to a folder?
Service request management
“The purpose of the service level management practice is to set clear business-based targets for service levels and to ensure that delivery of services is properly assessed, monitored and managed against targets”. Service level management does not deal with service requests such as providing access to a folder.
Which other practices make use of the ‘service desk’ practice to capture demand?
‘Incident management’ and ‘request management’
“The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.” Demand for change can come from many other practices. “The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.” Demand for the ‘problem management’ practice comes from the ‘incident management’ practice, rather than from the ‘service desk’ practice.
What is defined as “the addition, modification, or removal of anything that could have a direct or indirect effect on services”?
A change
Which value chain activity provides a good understanding of stakeholder needs?
Engage
Which value chain activity transforms requirements and specifications into service components?
Obtain / Build
The purpose of ‘obtain/build’ value chain activity is to “ensure that service components are available when and where they are needed, and meet agreed specifications.” An input of the activity is “requirements and specifications provided by design and transition” and an output is “service components for deliver and support”.
Which should be handled using the ‘service request management’ practice?
A
A request for a technology change that will be assessed by a technical team
B
A request to resolve the underlying cause of an incident
C
A request from a customer to develop a new IT service
D
A request from a user for provision of a pre-defined resource
D
A request from a user for provision of a pre-defined resource
“Each service request may include one or more of:… a request for provision of a resource or service (for example, providing a phone or laptop to a user, or providing a virtual server for a development team)”.
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
IT Asset Management
Which two fit:
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 workflows for service requests
4. It supports progress discussions
1 and 4
Why should service level agreements include bundles of metrics, rather than individual metrics?
To help focus on defined outcomes and not just operational metrics
This is achieved through service reviews. ‘Service level management’ “performs service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers.” Bundles of metrics provide measurement, but service reviews are needed to ensure that the needs of the organization are met.
What is the term for using the output of an activity as a new input?
Feedback loop
What is the definition of a user?
A person who uses services
Which practice has the purpose of aligning the organization’s practices and services with changing business needs?
Continual improvement
What is an output?
Something created by carrying out an activity
What is considered by the guiding principle ‘focus on value’?
Customer and user experience
Which value chain activity ensures that people understand how each service contributes to the organization’s vision?
Plan
What is the purpose of the engage value chain activity?
“The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.”
Identify the missing word in the following sentence
‘Service management’ is a set of specialized organizational capabilities for enabling value for customers in the form of ______
Services
Which source of information for ‘service level management’ includes asking questions such as “What are your goals?”, and “How can we help you more?”?
Customer engagement
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
“Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.”
What is an output? version 2
A deliverable from an activity
