Management Practices

Question 1

Which practice is a joint activity performed by a Service Provider and Service Consumer ensures continual value co-creation?

Answer 1

Relationship Management

Question 2

The Purpose Of The Change Enablement Practice Is To [X?] The Number Of [X?] Service And Product Changes By Ensuring That [X?] Have Been Properly Assessed, Authorizing Changes To Proceed, And Managing The Change Schedule.

Answer 2

Maximize, Successful, Risks

Question 3

The Definition Of An Incident Is An [X?] Interruption To A Service Or A [X?] In The [X?] Of A Service.

Answer 3

Unplanned, Reduction, Quality

Question 4

What Are The 3 Phases Of Problem Management?

Answer 4

Problem Identification, Problem Control, Error Control

Question 5

What Is A Practice?

Answer 5

A Set Of Resources Designed For Performing Work Or Accomplishing An Objective

Question 6

What Are The Three Categories Within The Itil Management Practices?​

Answer 6

Technical, General And Service

Question 7

How Many ITIL Management Practices Are There?​

Answer 7

34

Question 8

“Observe, record and report selected changes of state” is part of which practice?

Answer 8

Monitoring And Event Management Practice

Question 9

The practice of minimizing the negative impacts of incidents by restoring normal service operation as quickly as possible.

Answer 9

Incident Management

Question 10

Which Practice Provides Support For Managing Feedback, Compliments And Complaints From Users?

Answer 10

Service Request Management

Question 11

Which Practice May Involve The Initiation Of Disaster Recovery?

Answer 11

Incident Management

Question 12

What Does The Service Request Management Practice Depend On For Maximum Efficiency?

Answer 12

Processes And Procedures

Question 13

Which Practice Has The Purpose Of Ensuring That Accurate And Reliable Information Is Available About Configuration Items And The Relationships Between Them?

Answer 13

Service Configuration Management

Question 14

Which Practice Has The Purpose Of Establish And Nurture The Links Between The Organization And Its Stakeholders At Strategic And Tactical Levels?

Answer 14

Relationship Management

Question 15

Which Practice Has A Purpose That Includes Helping The Organization To Maximize Value, Control Costs And Manage Risks?

Answer 15

IT Asset Management

Question 16

Which Practice Provides Visibility Of The Organization’S Services By Capturing And Reporting On Service Performance?

Answer 16

Service Level Management

Question 17

Which Practice Includes The Classification And Ownership Of Queries And Requests From Users?

Answer 17

Service Desk

Question 18

Which Practice Identifies Metrics That Reflect The Customer’S Experience Of A Service?

Answer 18

Service Level Management

Question 19

Which Practice Provides A Single Point Of Contact For Users?

Answer 19

Service Desk

Question 20

Which Role Submits Requests To The Service Desk?

Answer 20

User (Or Their Authorized Representative)

Question 21

Which Practice Has The Purpose To Ensure That The Organization‘s Suppliers And Their Performance Are Managed Appropriately To Support The Seamless Provision Of Quality Products And Services?

Answer 21

Supplier Management

Question 22

Which Practice Has The Purpose Of Capturing Demand For Incident Resolution And Service Requests?

Answer 22

Service Desk

Question 23

Which Practice Includes Addressing Vulnerabilities That Were Not Identified Prior To Launch?

Answer 23

Problem Management

Question 24

Which Practice Conducts Service Reviews To Ensure That Services Continue To Meet The Changing Needs Of The Organization?

Answer 24

Service Level Management

Question 25

Which Practice Defines Service Level Agreements

Answer 25

Service Level Management

Question 26

Which Practice Is Responsible For Making New Services Available For Use?

Answer 26

Release Management

Question 27

Which Practice Is Responsible Moving A New Or Changed Service Or Its Components To A New Environment?

Answer 27

Deployment Management

Question 28

Which Practice Plans, Coordinates, And Controls The Release Of New Or Changed Services Into A Production Environment?

Answer 28

Release Management

Question 29

Which Practice Ensures Assessment And Authorization For Additions, Modifications Or Removals That Could Affect Services?

Answer 29

Change Control

Question 30

Which Practice Ensures A Controlled And Coordinated Approach To Implementing Changes To Services Or Infrastructure?

Answer 30

Change Control

Question 31

What is the core purpose of Incident Management?

Answer 31

To React Effectively When Incidents Occur, Minimize Their Impact, And Restore Normal Service As Quickly As Possible.

Question 32

Define "Incident"

Answer 32

An **Unplanned** Interuption Or Reduction In The Quality Of A Service.

Question 33

What Type Of Change Is Most Likely Managed By The Service Request Management Practice?

Answer 33

Standard Change

Question 34

What Are The 3 Types Of Changes (In Order)?

Answer 34

1. Standard Change 2. Normal Change 3. Emergency Change

Question 35

What Is The Primary Use Of A Change Schedule?

Answer 35

To Plan Changes And Help Avoid Conflicts.

Question 36

Define "**Standard Change**"

Answer 36

A Change That Is Well Understood, Fully Documented And Pre-Authorized.

Question 37

Define "Change"

Answer 37

To Add, Modify Or Remove Anything That Could Have A Direct Or Indirect Effect On Services.

Question 38

Which Practice Emphasizes Understanding Your Current State Before Making Changes?

Answer 38

Start Where You Are

Question 39

Every [?] Should Be [?] Based On Its Potential [?] And [?] .

Answer 39

Problem, Prioritized, Impact, Probability

Question 40

A Known Error Is . . .

Answer 40

The Status Assigned To A Problem **After It Has Been Analyzed, but is not yet resolved.**

Question 41

A Potential Cause Of One Or More Incidents?

Answer 41

Problem

Question 42

Define Workaround

Answer 42

A Temporary Solution That Minimizes Or Eliminates The Impact Of A Problem Or Incident.

Question 43

What Happens If A Workaround Becomes The Permanent Way Of Dealing With A Problem That Cannot Be Resolved Cost- Effectively?

Answer 43

The Problem Remains In The Known Error Status.

Question 44

Which 2 Practices Are Typically Involved In The Implementation Of A Problem Resolution?

Answer 44

* Continual Improvement * Change Control

Question 45

The Earliest Point A Workaround Can Be Documented In Problem Management?

Answer 45

After The Problem Has Been Logged.

Question 46

**[?] **Moves Components To Live Environments; **[?] **Makes New And Changed Components Available For Use

Answer 46

Deployment Management (Moves) Release Management (Makes Available For Use) | What Happens When You Get Deployed In The Military? [You Move] ## Footnote Release Management Must "Release" Before Deployment Management Can "Deploy"

Question 47

How Does Increased Automation Impact The Service Desk Practice?

Answer 47

It Enhances The Ability To Concentrate On Customer Experience In Areas Were Personal Interaction Is Required.

Question 48

What Is The Purpose Of Service Level Management

Answer 48

To Set Clear Business Based Targets For Service Level To Ensure The Delivery Of Services Can Be Properly Assessed, Monitored, And Mainaged Against The Targets

Question 49

Service Level Management Ensures The Organization Meets The Defined Services Through The ... | 4 Actions

Answer 49

Collection, Analysis, Storage, Reporting Of Relevant Metrics.

Question 50

How Does **Categorization** Of Incidents Assist The ‘Incident Management’ Practice?

Answer 50

It Helps Direct The Incident To The Correct Support Area | Categorization = Support Area ## Footnote Prioritization = Impact

Question 51

How Do Target Resolution Times Function In Incident Management?

Answer 51

They Are Agreed Upon, Documented, And Communicated To Set User Expectations.

Question 52

What Are The **14 General Management Practices**?

Answer 52

1. Continual Improvement 2. Information Security Management 3. Relationship Management 4. Supplier Management** 5. Architecture Management 6. Knowledge Management 7. Measurement And Reporting 8. Organizational Change Management 9. Portfolio Management 10. Project Management 11. Risk Management 12. Service Financial Management 13. Strategy Management 14. Workforce And Talent Management

Question 53

The Purpose Of The ‘Information Security Management’ Practice Is To ____ The Organization’S Information.

Answer 53

Protect

Question 54

Which Practice Involves Identifying, Understanding, And Engaging With The Various Groups Or Individuals Who Have An Interest In Your Service?

Answer 54

Relationship Management

Question 55

Relationship Management requires [?] of both the [?] and [?]?

Answer 55

Co-operation, Service Provider, Service Consumer

Question 56

Which practice has a purpose that includes managing risks to confidentiality, integrity, and availability?

Answer 56

Information Security Management

Question 57

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Answer 57

Change Enablement

Question 58

Which practice has a strong influence on the user experience and perception of the service provider?

Answer 58

Service Desk

Question 59

Which practice is used to understand customers requirements for services?

Answer 59

Relationship Management

Question 60

Which practice is responsible for handling various user requests, inluding feedback, compliments and complaints?

Answer 60

Service Request Management

Question 61

What is the purpose of the 'monitoring and event management' practice?

Answer 61

To systematically observe services and service components

Question 62

What is the purpose of the 'continual improvement' practice?

Answer 62

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

Question 63

Which is an element of the 'relationship management' practice?

Answer 63

To identify, analyze, monitor, and continually improve links with stakeholders

Question 64

What is a change schedule primarily used for?

Answer 64

To help plan changes, assist in communication and avoid conflicts

Question 65

**[?]** impact incidents should be resoved **[?]** so the resource required is reduced.

Answer 65

Low impact incidents should be resoved efficiently so the resource required is reduced.

Question 66

Which is an activity of 'problem identification'?

Answer 66

Analysing information from software developers

Question 67

Why should some service requests be fullfilled with no additional approvals?

Answer 67

To streamline the fullfilment workflow

Question 68

Incident Management resolves the **[?]** impact incidents first.

Answer 68

Highest

Question 69

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Answer 69

A Standard Change

Question 70

Which type of change is most likely to be initiated as part of the 'Service Request Management' practice?

Answer 70

A Standard Chage

Question 71

The 'incident management' practice should maintain [?] for logging and managing incidents.

Answer 71

Formal Process

Question 72

What is required by all service desk staff?

Answer 72

Demonstration of emotional intelligence

Question 73

Which is an activity of the 'problem management' practice?

Answer 73

Prioritization of problems based on the risk that they pose

Question 74

Which skill is required by the 'service level management' practice?

Answer 74

Supplier Management

Question 75

What is the main benefit of 'problem managment'?

Answer 75

Reducing the number and impact of incidents

Question 76

Which will not be handled as a service request

Answer 76

The degredation of a service

Question 77

Incident Management has [?]; Where as service desk has [?]

Answer 77

Formal Process, Process and Procedures

Question 78

A Request From A User Which Is A Normal Part Of Service Delivery

Answer 78

Standard Change

Question 79

The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and products changes.

Answer 79

Change Enablement

Question 80

The practice of **moving** new or changed hardware, software, documentation, processes, or any other service component to live environments.

Answer 80

Deployment Management

Question 81

The practice of planning and managing the full lifecycle of all information technology (IT) assets.

Answer 81

ITAM - IT Asset Management

Question 82

The practice of **systematically observing services and service components**, and recording and reporting selected changes of state identified as events.

Answer 82

Monitoring and Event Management

Question 83

The practice of **reducing the likelihood and impact of incidents** by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Answer 83

Problem Management

Question 84

What is a set of organizational resources designed for performing work or accomplishing an objective?

Answer 84

A Practice

Question 85

The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.

Answer 85

Service Configuration Management

Question 86

What is an SLA - Service Level Agreement

Answer 86

A **documented** agreement between a service provider and a customer that identifies services required and the expected level of service

Question 87

The practice of supporting the agreed **quality of a service** by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Answer 87

Service Request Management