IV Flashcards
(50 cards)
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing and learning
D. To provide links to related changes and known errors
B. To ensure that incidents with highest impact are resolved first
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
A. Creating targets based on the percentage of uptime of a service
B. Understanding the ongoing requirements of customers
C. Using complex technical terminology in service level agreements (SLAs)
D. Measuring low-level operational activities
B. Understanding the ongoing requirements of customers
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
A. Service request management
B. Service configuration management
C. Deployment management
D. Change enablement
A. Service request management
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
A. Progress iteratively with feedback
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical
D. Keep it simple and practical
What is the purpose of the ‘monitoring and event management’ practice?
A. To restore normal service operation as quickly as possible
B. To manage workarounds and known errors
C. To capture demand for incident resolution and service requests
D. To systematically observe services and service components
D. To systematically observe services and service components
Which statement about outcomes is CORRECT?
A. Outcomes rely on outputs to deliver results for a stakeholder
B. Outcomes use activities to produce tangible or intangible deliverables
C. Outcomes give service consumers assurance of products or services
D. Outcomes help a service consumer to assess the cost of a specific activity
A. Outcomes rely on outputs to deliver results for a stakeholder
Which skill is required by the ‘service level management’ practice?
A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management
A. Supplier management
Which statement about the ‘continual improvement model’ is CORRECT?
A. Organizations should work through the steps of the model in the sequence in which they are presented
B. The flow of the model helps organizations to link improvements to its goals
C. The model is applicable to only certain parts of the service value system
D. Organizations should use an additional model or method to link improvements to customer value
B. The flow of the model helps organizations to link improvements to its goals
What is the definition of warranty?
A. A means of identifying events that could cause harm or loss
B. A means of determining whether a service is fit for purpose
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for use
D. A means of determining whether a service is fit for use
Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
A. Change enablement
B. Problem management
C. Information security management
D. Service configuration management
C. Information security management
Which statement about value creating activities is CORRECT?
A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices
C. A value stream is an operating model for creating value through products and services
D. Organizations should ensure that each value stream is applicable to many scenarios
A. Each value stream should be designed with a specific combination of service value chain activities
Which is provided by the ‘engage’ value chain activity?
A. Ensuring that stakeholder expectations for quality are met
B. Ensuring that stakeholder needs are understood by the organization
C. Ensuring that service components are available when needed
D. Ensuring that services are operated to meet agreed specifications
B. Ensuring that stakeholder needs are understood by the organization
Which is part of the ‘focus on value’ guiding principle?
A. Understanding what services help the service consumer
B. Reducing the number of steps in the customer experience
C. Assessing services to identify parts that can be reused
D. Identifying activities that can be achieved in smaller iterations
A. Understanding what services help the service consumer
Which is part of the definition of a customer?
A. The role that defines the requirements for a service
B. A means of enabling value co-creation
C. The role that authorizes budget for service consumption
D. A set of specialized organizational capabilities for enabling value
A. The role that defines the requirements for a service
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Keep it simple and practical
C. Think and work holistically
Identify the missing words in the following sentence:
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
A. a dedicated team
B. a formal process
C. detailed procedures
D. a value chain activity
B. a formal process
What is the purpose of the ‘deployment management’ practice?
A. To make new and changed services and features available for use
B. To move new or changed components to live environments
C. To plan and manage the full lifecycle of all IT assets
D. To protect the information needed by the organization to conduct its business
B. To move new or changed components to live environments
Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available stakeholder groups
3. Organizations should decide which one of the guiding principles is relevant to them
4. Organizations should consider how the guiding principles interact with each other
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
D. 1 and 4
Which is an activity of ‘problem identification’?
A. Analyzing information from software developers
B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions
A. Analyzing information from software developers
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
A. Service configuration management
B. Service desk
C. Problem management
D. Deployment management
B. Service desk
Which statement about standard changes is CORRECT?
A. A full assessment should be completed each time the change is implemented
B. The change can be implemented with less testing if necessary
C. The appropriate change authority should be assigned to each type of change
D. The change does not require additional authorization
D. The change does not require additional authorization
Which TWO are considered part of the ‘organizations and people’ dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
A. 1 and 2
Which statement about the ‘service request management’ practice is CORRECT?
A. Service requests are fulfilled using simple workflows
B. A new workflow is created for each type of request
C. Additional approval is sometimes needed for restoration of service
D. Financial authorization is sometimes required for service requests
D. Financial authorization is sometimes required for service requests
What is a cause, or potential cause, of one or more incidents?
A. A problem
B. A configuration item
C. A workaround
D. An incident
A. A problem
