Questions Flashcards
(160 cards)
1
Q
How are target resolution times used in the ‘incident management’ practice?
A. They are agreed, documented, and communicated to help set user expectations
B. They are established, reviewed, and reported to ensure that customers are happy with the service
C. They are initiated, approved, and managed to ensure that predictable responses are achieved
D. They are scheduled, assessed and authorized to reduce the risk of service failures
A
A
2
Q
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfilment workflow
D. To set user expectations for fulfilment times
A
C
3
Q
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption
A
C
4
Q
Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
A
D
5
Q
Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The ‘incident management’ practice should use a single process regardless of the impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first
A
C
6
Q
Which statement about the service value chain is CORRECT?
A. The service value chain converts value into demand
B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers
A
B
7
Q
What describes how components and activities work together to facilitate value creation?
A. The ITIL service value system
B. The ITIL guiding principles
C. The four dimensions of service management
D. A service relationship
A
A
8
Q
Which practice involves the management of vulnerabilities that were not identified before the service went live?
A. Service request management
B. Problem management
C. Change control
D. Service level management
A
B
9
Q
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results
A
A
10
Q
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
A
C
11
Q
What should be considered as part of the ‘partners and suppliers’ dimension?
A. The level of integration and formality involved in the relationships between organizations
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization
A
A
12
Q
Which practice makes new services available for use?
A. Change enablement
B. Release management
C. Deployment management
D. IT asset management
A
B
13
Q
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
A. Executing improvement actions
B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission
A
B
14
Q
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback
B. Focus on value
C. Optimize and automate
D. Start where you are
A
B
15
Q
Which is a recommendation of the guiding principle ‘think and work holistically’?
A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
A
D
16
Q
Which statement about ‘continual improvement’ is CORRECT?
A. All improvement ideas should be logged in a single ‘continual improvement register’
B. A single team should carry out ‘continual improvement’ across the organization
C. ‘Continual improvement’ should have minimal interaction with other practices
D. Everyone in the organization is responsible for some aspects of ‘continual improvement’
A
D
17
Q
What impact does automation have on a service desk?
A. Less low level work and a greater ability to focus on user experience
B. Increased phone contact and a reduced ability to focus on user experience
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralized location
A
A
18
Q
Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
A
B
19
Q
What aspect of ‘service level management’ asks service consumers what their work involves and how technology helps them?
A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback
A
A
20
Q
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
A. The ability to discover and respond to failure earlier
B. Standardization of practices and services
C. Understanding the customer’s perception of value
D. Understanding the current state and identifying what can be reused
A
A
21
Q
What can be used to determine if a service is ‘fit for purpose’?
A. Availability
B. Warranty
C. Outcome
D. Utility
A
D
22
Q
In service relationships, what is a benefit of identifying consumer roles?
A. It enables effective stakeholder management
B. It provides shared service expectations
C. It removes constraints from the customer
D. It enables a common definition of value
A
A
23
Q
Which is an external input to the service value chain?
A. The ‘improve’ value chain activity
B. An overall plan
C. Customer requirements
D. Feedback loops
A
C
24
Q
What term is used to describe whether a service will meet availability, capacity and security requirements?
A. Outcomes
B. Value
C. Utility
D. Warranty
A
D
25
What is the purpose of the 'incident management' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests
A
26
What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A problem
C. A change
D. An event
A
27
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
A. Supplier management
B. Change control
C. Relationship management
D. Service desk
C
28
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Restricting information about the improvement to essential stakeholders only
B. Increasing collaboration and visibility for the improvement
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication
C
29
What varies in size and complexity, and uses functions to achieve its objectives?
A. A risk
B. An organization
C. A practice
D. An outcome
B
30
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
A. Deployment management
B. Release management
C. Change control
D. Service configuration management
C
31
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A. Information security management
B. Continual improvement
C. Monitoring and event management
D. Service level management
A
32
Which will help solve incidents more quickly?
A. Target resolution times
B. Escalating all incidents to support teams
C. Collaboration between teams
D. Detailed procedural steps for incident investigation
D (C most voted)
33
When is the earliest that a workaround can be documented in 'problem management'?
A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved
C (A most voted)
34
Which is an activity of the 'problem management' practice?
A. Restoration of normal service operation as quickly as possible
B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations
B
35
Which practice is MOST likely to benefit from the use of chatbots?
A. Service level management
B. Change enablement
C. Continual improvement
D. Service desk
D
36
Where are the details of the required performance outcomes of a service defined?
A. Service level agreements
B. Service requests
C. Service components
D. Service offerings
A
37
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
A. Plan
B. Improve
C. Design and transition
D. Deliver and support
A
38
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
A. Release management
B. Supplier management
C. Service management
D. Relationship management
B
39
Which two practices interact the MOST with the service desk practice?
A. Incident management and service request management
B. Service request management and deployment management
C. Deployment management and change enablement
D. Change enablement and incident management
A
40
Which is an activity of the 'incident management' practice?
A. Assessing and prioritizing improvement opportunities
B. Performing service reviews with customers
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible
C
41
Identify the missing words in the following sentence:
A user is [?] that uses services.
A. an organization
B. a role
C. a team
D. a supplier
B
42
Which is included in the purpose of the 'change enablement' practice?
A. Make new and changed services available for use
B. Ensure that risks have been properly assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
B
43
Which activity is part of the 'continual improvement' practice?
A. Identifying the cause of incidents and recommending related improvements
B. Authorizing changes to implement improvements
C. Logging and managing incidents that result in improvement opportunities
D. Making business cases for improvement action
D
44
In which step of the 'continual improvement model' is an improvement plan implemented?
A. What is the vision?
B. How do we get there?
C. Take action
D. Did we get there?
C
45
Which is the BEST example of a standard change?
A. The review and authorization of a change requested by a customer
B. The implementation of a critical software patch in response to a vendor security issue
C. The installation of a software application in response to a service request
D. The replacement of a component in response to a major incident
C
46
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfilment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfilment should be carried out by service desk staff without automation
B
47
Which can act as an operating model for an organization?
A. The four dimensions of service management
B. The service value chain
C. The ITIL guiding principles
D. Continual improvement
B
48
Which practice recommends the use of event-based surveys to gather feedback from customers?
A. Service level management
B. Change enablement
C. Service request management
D. Problem management
A
49
Which statement about change authorities is CORRECT?
A. Change authorities are only required for authorizing emergency changes
B. Change authorities are assigned when each change is deployed
C. Change authorities are only required for authorizing normal changes
D. Change authorities are assigned for each type of change and change model
D
50
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
A. Service request management
B. Service level management
C. Incident management
D. Change enablement
C
51
Which will NOT be handled as a service request?
A. The degradation of a service
B. The replacement of a toner cartridge
C. The provision of a laptop
D. A complaint about a support team
A
52
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
A. A mobile phone enables a user to work remotely
B. A password allows a user connect to a WiFi network
C. A license allows a user to install a software product
D. A service desk agent provides support to a user
D
53
Which describes a CORRECT approach to change authorization?
A. Changes included in the change schedule are pre-authorized and do not need additional authorization
B. Normal changes should be assessed and authorized before they are deployed
C. Emergency changes should be authorized by as many people as possible to reduce risk
D. Normal changes are typically implemented as service requests and authorized by the service desk
B
54
Which statement about a service value stream is CORRECT?
A. It uses prescriptive inputs and outputs
B. It is a value chain activity
C. It integrates practices for a specific scenario
D. It is used to provide governance
C
55
Which statement about outputs is CORRECT?
A. They consist of several outcomes
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describe how the service performs
C
56
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to respond to change requests
C. The average resolution time for incidents
D. The number of problems resolved
A
57
Which BEST describes the purpose of the 'improve' value chain activity?
A. To organize a major improvement initiative into several smaller initiatives
B. To make new and improved services and features available for use
C. To ensure a shared understanding of the vision and improvement direction for all products and services
D. To continually improve all products and services across all value chain activities
D
58
Which includes governance, management practices, and continual improvement?
A. The service value system
B. The 'deliver and support' value chain activity
C. The 'focus on value' guiding principle
D. The 'value stream and processes' dimension
A
59
What is the definition of a problem?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item (CI)
B
60
Which practice provides a communications point for users to report operational issues, queries and requests?
A. Incident management
B. Continual improvement
C. Service desk
D. Relationship management
C
61
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
A
62
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
A. Collaborate and promote visibility
B. Start where you are
C. Focus on value
D. Keep it simple and practical
A
63
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk
B. Change enablement
C. Service level management
D. Supplier management
A
64
Which statement about service requests is CORRECT?
A. Complex service requests should be dealt with as normal changes
B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
D
65
Which practice is responsible for moving new or changed components to live or other environments?
A. Release management
B. Deployment management
C. Change enablement
D. Supplier management
B
66
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
C
67
Which of these activities is carried out as part of 'problem management'?
A. Creating incident records
B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records
D
68
What must always be done before an activity is automated?
A. Check that the activity has already been optimized
B. Check that suitable new technology has been purchased
C. Ensure that DevOps has been successfully implemented
D. Ensure the solution removes the need for human intervention
A
69
What is a change schedule PRIMARILY used for?
A. To help plan emergency changes
B. To help authorize standard changes
C. To help assign a change authority
D. To help manage normal changes
D
70
Which role approves the cost of services?
A. User
B. Change authority
C. Sponsor
D. Customer
C
71
What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Schedule, assess, authorize
B. Diagnose, investigate, resolve
C. Initiate, approve, fulfil
D. Acknowledge, classify, own
C
72
Which describes the utility of a service?
A. A service that is fit for use
B. A service that meets its service level targets
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer
D
73
Which is included in the purpose of the 'service level management' practice?
A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately
C
74
Which usually requires a team of representatives from many stakeholder groups?
A. Fulfilling a service request
B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident
D
75
Which value chain activity ensures that service components meet agreed specifications?
A. Plan
B. Design and transition
C. Obtain/build
D. Deliver and support
C
76
What includes governance as a component?
A. Practices
B. The service value chain
C. The service value system
D. The guiding principles
C
77
Which practice needs people who understand complex systems and have creative and analytical skills?
A. Change enablement
B. Service level management
C. Service request management
D. Problem management
D
78
What is the definition of a known error?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incident
C. A problem that has been analyzed and has not been resolved
D. Any change of state that has significance for the management of a service or other configuration item (CI)
C
79
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
A. Focus on value
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
B
80
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
A. Incidents
B. Problems
C. Events
D. Requests
C
81
Which dimension considers data security and privacy?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
B
82
Which term relates to service levels aligned with the needs of service consumers?
A. Service management
B. Warranty
C. Cost
D. Utility
B
83
Which directly assists with the diagnosis and resolution of simple incidents?
A. Scripts for collecting user information
B. Use of shift working patterns
C. Fulfilment of service requests
D. Creation of a temporary team
A
84
What are guiding principles?
A. A set of interconnected activities that help an organization deliver a valuable service
B. A description of one or more services that help address the needs of a target consumer group
C. A set of specialized organizational capabilities for enabling value for customers
D. Recommendations that help an organization when adopting a service management approach
D
85
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
A. Only add controls and metrics when they are needed
B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance
B
86
What is the purpose of the 'problem management' practice?
A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B
87
Which practice forms a link between the service provider and the users of services?
A. Change enablement
B. Service level management
C. Problem management
D. Service desk
D
88
Which is a purpose of release management?
A. To protect the organization's information
B. To handle user-initiated service requests
C. To make new and changed services available for use
D. To move hardware and software to live environments
C
89
What is recommended by the guiding principle 'progress iteratively with feedback'?
A. A current state assessment that is carried out at the start of an improvement initiative
B. The identification of all interested parts at the start of an improvement initiative
C. An improvement initiative that is broken into a number of manageable sections
D. An assessment of how all the parts of an organization will affect an improvement initiative
C
90
Which guiding principle considers customer and user experience?
A. Collaborate and promote visibility
B. Focus on value
C. Start where you are
D. Keep it simple and practical
B
91
Which statement about the 'change enablement' practice is CORRECT?
A. Service requests are usually normal changes that can be implemented quickly without authorization
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
D
92
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
A. Define measurable targets
B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics
D
93
What can a service remove from the consumer and impose on the consumer?
A. Utility
B. Asset
C. Cost
D. Outcome
C
94
What does 'change enablement' PRIMARILY focus on?
A. Changes to service levels
B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies
B
95
Which is handled as a service request?
A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch
B
96
Which is a key requirement for a successful service level agreement (SLA)?
A. Using individual metrics that relate to the service catalogue
B. Using bundled metrics to relate performance to outcomes
C. Using single-system-based metrics that relate to outputs
D. Using an agreement between the service provider and service supplier
B
97
Which is considered by the 'partners and suppliers' dimension?
A. Using artificial intelligence
B. Defining controls and procedures
C. Using formal roles and responsibilities
D. Working with an integrator to manage relationships
D
98
Which practice recommends using tools for collaboration and the automated matching of symptoms?
A. Problem management
B. Service level management
C. Incident management
D. Service request management
C
99
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change enablement
C. Service request management
D. Service level management
C
100
What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk
B
101
Which two practices use workarounds?
A. Change enablement and continual improvement
B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement
C
102
Which is included in the purpose of the 'deliver and support' value chain activity?
A. Meeting stakeholder expectations for time to market
B. Understanding the organization's service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications
D
103
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization
B
104
What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools
D
105
What is defined as a change of state that has significance for the management of an IT service?
A. Event
B. Incident
C. Problem
D. Known error
A
106
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
B
107
What is the PRIMARY use of a change schedule?
A. To support the 'incident management' practice and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
C
108
Which guiding principle focuses on reducing costs and human errors?
A. Focus on value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
C
109
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are
B. Collaborate and promote visibility
C. Progress iteratively with feedback
D. Think and work holistically
C
110
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
A. Define measurable targets
B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics
D
111
What is important for a 'continual improvement register' (CIR)?
A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed
A
112
Which is a purpose of the 'service level management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization's suppliers and their performance are managed appropriately
C. To support the agreed quality of a service by handling all agreed, user-initiated service requests
D. To set clear business-based targets for service levels
D
113
What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management
B. Practices
C. A value stream
D. Service level management
C
114
Which helps to manage an incident when it is unclear which support team should be working on the incident?
A. Disaster recovery plans
B. Swarming
C. Target resolution times
D. Self-help
B
115
Which statement about the 'continual improvement' practice is CORRECT?
A. Continual improvement participation should be limited to a small dedicated team
B. It is the role of senior management to authorize improvement initiatives
C. Training should be provided to those involved in continual improvement
D. A single continual improvement register should be maintained by senior management
B
116
Which does the ITIL service value system discourage?
A. Coordinated authorities and responsibilities
B. Organizational silos
C. Interfaces among practices
D. Organizational agility
B
117
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?
A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction
B
118
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
A. Service level management
B. Service desk
C. Continual improvement
D. Change enablement
A
119
What is a service?
A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. 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
C. A tangible or intangible deliverable of an activity
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
B
120
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
D
121
What is required by all service desk staff?
A. Excellent technical knowledge
B. Root cause analysis skills
C. Demonstration of emotional intelligence
D. Knowledge of telephony technology
C
122
Which practice establishes a channel between the service provider and its users?
A. Relationship management
B. Change enablement
C. Supplier management
D. Service desk
D
123
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
A. Service desk
B. Monitoring and event management
C. Service level management
D. Continual improvement
D
124
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A. Relationship management
B. Change enablement
C. Release management
D. Monitoring and event management
B
125
Which practice provides users with a way to get various requests arranged, explained and coordinated?
A. Service level management
B. Relationship management
C. Continual improvement
D. Service desk
D
126
Which helps to streamline the fulfilment of service requests?
A. Understanding which service requests can be accomplished with limited approvals
B. Creating new workflows for every service request
C. Separating requests relating to service failures from the degradation of services
D. Eliminating service requests which have complex workflows
A
127
Which statement about outcomes is CORRECT?
A. They are deliverables provided to service consumers
B. They allow service consumers to achieve a desired result
C. They provide products to service providers based on outputs
D. They co-create value for service providers by reducing costs and risks
B
128
Which guiding principle says that services and processes should NOT provide a solution for every exception?
A. Keep it simple and practical
B. Collaborate and promote visibility
C. Think and work holistically
D. Optimize and automate
A
129
Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
A. measured
B. rewarded
C. managed
D. defined
C
130
Identify the missing words in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
A. relationships with suppliers
B. configuration of services
C. skills of people
D. authorization of changes
B
131
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
A. Incident management
B. Monitoring and event management
C. Service level management
D. IT asset management
C
132
When should a workaround be created?
A. As soon as possible, once the incident is logged
B. After the resolution of a problem
C. When a problem cannot be resolved quickly
D. When a potential permanent solution has been identified
C
133
What is a configuration item?
A. Any financially valuable component that can contribute to the delivery of an IT product or service
B. Any change of state that has significance for the management of a service
C. Any component that needs to be managed in order to deliver an IT service
D. A problem that has been analyzed but has not been resolved
C
134
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
A. existing information
B. new methods
C. additional measurements
D. revised processes
A
135
Which is a use of the change schedule?
A. Assigning resources to changes
B. Deciding the approval authority for changes
C. Automating the change process
D. Creating change models
A
136
Which dimension of service management considers the workflows and controls needed to deliver services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
D
137
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate
D
138
Which statement about the 'incident management' practice is CORRECT?
A. It identifies the cause of major incidents
B. It authorizes changes to resolve incidents
C. It maintains detailed procedures for diagnosing incidents
D. It resolves the highest impact incidents first
D
139
How should an organization prioritize incidents?
A. Ask the user for their preferred resolution timeframe
B. Assess the availability of the appropriate support team
C. Use an agreed classification which is based on the business impact of the incident
D. Create an order of incidents based on the dates and times when they were logged
C
140
Which is a purpose of the 'relationship management' practice?
A. To systematically observe services and service components
B. To protect the information needed by the organization to conduct its business
C. To be the entry point and single point of contact for the service provider with all of its users
D. To identify, analyze, monitor, and continually improve links with stakeholders
D
141
Which statement about problems is CORRECT?
A. Problems are not related to incidents
B. Problems must be resolved quickly in order to restore normal business activity
C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
D. Problem prioritization involves risk assessment
D
142
Which is a risk that might be removed from a service consumer by an IT service?
A. Service provider ceasing to trade
B. Security breach
C. Failure of server hardware
D. Cost of purchasing servers
B
143
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A. Understanding the organization's vision
B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available
C
144
Which should be handled by 'service request management'?
A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement
B
145
What can be described as an operating model for the creation and management of products and services?
A. Governance
B. Service value chain
C. Guiding principles
D. Practices
B
146
Which action is performed by a service provider?
A. Requesting required service actions
B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods
C
147
Which step of the continual improvement model includes baseline assessments?
A. Did we get there?
B. Where are we now?
C. What is the vision?
D. Where do we want to be?
B
148
Which describes a 'change authority'?
A. A model used to determine who will assess a change
B. A person who approves a change
C. A tool used to help plan changes
D. A way to manage the people aspects of change
B
149
Which is NOT a component of the service value system?
A. The service value chain
B. Opportunity and demand
C. Continual improvement
D. Governance
B
150
Which statement about service relationship management is CORRECT?
A. It focuses on the service actions performed by users
B. It requires the service consumer to create resources for the service provider
C. It requires co-operation of both the service provider and service consumer
D. It focuses on the fulfilment of the agreed service actions
C
151
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
152
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
153
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
154
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
155
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
156
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
157
Which skill is required by the 'service level management' practice?
A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management
A
158
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
A
159
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
160
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
