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itil > 60-80 > Flashcards

60-80 Flashcards

1
Q

QUESTION 60
What is an IT asset?

A. Any financially valuable component that can contribute to delivery of an IT product or service
B. Any component that needs to be managed in order to deliver a service
C. A request from a user mat initiates a service action
D. The removal of anything that could have a direct or indirect effect on services

A

A

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2
Q

QUESTION 61
Which dimension includes a workflow management system?

A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes

A

D

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3
Q

QUESTION 62
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

A. information
B. costs
C. utility
D. warranty

A

B

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4
Q

QUESTION 63
Which of these should be logged and managed as a problem?

A. A user requests delivery of a laptop
B. A monitoring tool detects a change of state for a service
C. Trend analysis shows a large number of similar incidents
D. ‘Continual improvement’ needs to prioritize an improvement opportunity

A

C

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5
Q

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

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A

A

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6
Q

QUESTION 65
Which guiding principle recommends coordinating all dimensions of service management?

A. Start where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical

A

C

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7
Q

QUESTION 66
What is the purpose of the ‘relationship management’ practice?

A. To establish and nurture the links between the organization and its stakeholders
B. To align the organization’s practices and services with changing business needs
C. To set clear business-based targets for service performance
D. To support the agreed quality of a service handling all agreed, user-initiated service requests

A

A

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8
Q

QUESTION 67
How should the workflow for a new service request be designed?

A. Use a single workflow for all types of service request
B. Use different workflows for each type of service request
C. Avoid workflows for simple service requests
D. Leverage existing workflows whenever possible

A

D

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9
Q

QUESTION 68
What is the purpose of the ‘information security management’ practice?

A. To protect the information needed by the organization to conduct its business
B. To observe services and service components
C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
D. To plan and manage the full lifecycle of all IT assets

A

A

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10
Q

QUESTION 69
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.

A. measurement
B. tools
C. plans
D. process

A

A

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11
Q

QUESTION 70
How should automation be implemented?

A. By replacing human intervention wherever possible
B. By replacing the existing tools first
C. By initially concentrating on the most complex tasks
D. By optimizing as much as possible first

A

A

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12
Q

QUESTION 71
Which activity is part of the ‘continual improvement’ practice?

A. Identifying and logging opportunities
B. Delivering tactical and operational engagement with customers
C. Populating and maintaining the asset register
D. Providing a clear path for users to report issues, queries, and requests

A

A

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13
Q

QUESTION 72
Which competencies are required by the ‘service level management’ practice?

A. Problem investigation and resolution
B. Business analysis and commercial management
C. Incident analysis and prioritization
D. Balanced scorecard reviews and maturity assessment

A

B

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14
Q

QUESTION 73
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A. Incident management
B. Problem management
C. Continual improvement
D. Service request management

A

C

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15
Q

QUESTION 74
Which statement about costs is CORRECT?

A. Costs imposed on the consumer are costs of service utility
B. Costs removed from the consumer are part of the value proposition
C. Costs imposed on the consumer are costs of service warranty
D. Costs removed from the consumer are part of service consumption

A

B

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16
Q

QUESTION 75
What is typically needed to assign complex incidents to support groups?

A. A self-help tool
B. The incident priority
C. A change schedule
D. The incident category

A

D

17
Q

QUESTION 76
Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?

A. Service level management
B. Service configuration management
C. Relationship management
D. Continual improvement

A

D

18
Q

QUESTION 77
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A. As a change request
B. As a service request
C. As an event
D. As a problem

A

D

19
Q

QUESTION 78
What should be done to determine the appropriate metrics for measuring a new service?

A. Measuring the performance over the first six months, and basing a solution on the results
B. Asking customers to provide numerical targets that meet their needs
C. Asking customers open questions to establish their requirements
D. Using operational data to provide detailed service reports

A

D

20
Q

QUESTION 79
Which dimension includes activities and workflows?

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

A

D

21
Q

QUESTION 80
What should be used to set user expectations for request fulfillment times?

A. The time that the customer indicates for service delivery
B. The consumer demand for the service
C. The time needed to realistically deliver the service
D. The service levels of the supplier

A

C

itil (9 decks)

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