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AlexTerres > Ex 2 > Flashcards

Ex 2 Flashcards

1
Q

Which of the following is an example of workaround?

SELECT THE CORRECT ANSWER

Server memory is increased when the server is unresponsive

A defective network switch is replaced with a new one

A server is restarted to resolve an incident

An email server is restored after an incident is reported

A

A server is restarted to resolve an incident

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2
Q

Which value chain activity ensures the availability of service components?

SELECT THE CORRECT ANSWER

Improve

Engage

Obtain/build

Deliver and support

A

Obtain/build

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3
Q

What are the types of asset management?

SELECT THE CORRECT ANSWER

IT asset management and software asset management

IT asset management and technical management

Operational management and IT asset management

Operational and technical management

A

IT asset management and software asset management

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4
Q

What is the first step of the guiding principle focus on value?

SELECT THE CORRECT ANSWER

Identify the outcomes that the service facilitates

Identify all supplier and partners that are involved in the service

Determine the service consumer in each situation

Determine the cost of the providing the service

A

Determine the service consumer in each situation

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5
Q

How does the principle think and work holistically help organizations when implementing ITIL?

SELECT THE CORRECT ANSWER

Conducting a review of the existing service management practices and deciding what to keep and what to discard

Reviewing how an improvement initiative can be organized into smaller and manageable sections that can be completed in a timely manner

Reviewing service management practices and removing any unnecessary complexity

Establishing an understanding of how all the parts of an organization work together in an integrated way

A

Establishing an understanding of how all the parts of an organization work together in an integrated way

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6
Q

Which is a key consideration for the guiding principle keep it simple and practical?

SELECT THE CORRECT ANSWER

Try to create a solution for every exception

Always use the minimum number of steps to accomplish an objective

Ignore conflicting objectives of different stakeholders

Start with a complex solution and then simplify

A

Always use the minimum number of steps to accomplish an objective

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7
Q

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Progress iteratively with feedback

Collaborate and promote visibility

A

Progress iteratively with feedback

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8
Q

What is a disaster?

SELECT THE CORRECT ANSWER

Sudden unplanned event that causes great damage or serious loss to an organization

Unplanned interruption to IT service

Any change of state that has significance for the management of a service or other configuration item (CI)

The addition, modification, or removal of anything that could have a direct or indirect effect on services

A

Sudden unplanned event that causes great damage or serious loss to an organization

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9
Q

New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?

SELECT THE CORRECT ANSWER

Phased deployment

Continuous delivery

Big bang deployment

Pull deployment

A

Big bang deployment

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10
Q

Which two needs should change control balance?

  1. The need to assess risks and expected benefits
  2. The need to manage a change schedule
  3. The need to make beneficial changes
  4. The need to protect customers and users

SELECT THE CORRECT ANSWER

1 and 2
2 and 3
3 and 4
1 and 4

A

3 and 4

  1. The need to make beneficial changes
  2. The need to protect customers and users
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11
Q

Which service management dimension is focused on activities?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

A

Value streams and processes

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12
Q

How does service request management contribute to obtain/build value chain activity?

SELECT THE CORRECT ANSWER

It analyzes data to identify opportunities to provide new service request options

It ensures users continue to be productive when they need assistance from the service provider

It acquires preapproved service components to help fulfill service requests

It collects user-specific requirements, sets expectations, and provides status updates

A

It acquires preapproved service components to help fulfill service requests

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13
Q

Which of the following is a standard change?

SELECT THE CORRECT ANSWER

Resolving an incident or implementing a security patch

Moving a desktop for a single user

Increasing the memory of a server to avoid an incident

Uninstalling a new patch that has caused a high-priority incident

A

Moving a desktop for a single user

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14
Q

Which value chain activity includes presenting workarounds to users via a service portal?

SELECT THE CORRECT ANSWER

Plan

Improve

Engage

Obtain or build

A

Engage

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15
Q

Which key activity of service continuity management identifies vital business functions (VBF) and their dependencies?

SELECT THE CORRECT ANSWER

Disaster recovery plan

Recovery point objective

Recovery time objective

Business impact analysis

A

Business impact analysis

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16
Q

What of the following is an agreement between a service provider and a customer that identifies both services required and the expected level of service?

SELECT THE CORRECT ANSWER

Contractual agreement

Business agreement

Service level agreement

Service customer agreement

A

Service level agreement

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17
Q

Which of the following statements about the value chain activities is correct?

SELECT THE CORRECT ANSWER

Every practice belongs to a specific value chain activity

A specific combination of value chain activities and practices forms a service relationship

Service value chain activities form a single flow that enables value creation

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

A

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

18
Q

Which of the following best describes outcomes?

SELECT THE CORRECT ANSWER

Tangible or intangible deliverables

Functionality offered by a product or service

Results for a stakeholder

Configuration of an organization s resources

A

Results for a stakeholder

19
Q

What is an event?

SELECT THE CORRECT ANSWER

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Any change of state that has significance for the management of a service or other configuration item

Cause of one or more incidents

An unplanned interruption to a service or reduction in the quality of a service

A

Any change of state that has significance for the management of a service or other configuration item

20
Q

What should be included in every service level agreement?

SELECT THE CORRECT ANSWER

Details of the system-based metrics

Technical description of the service components

Clearly defined service outcomes

Legal language

A

Clearly defined service outcomes

21
Q

What is the best way to track and manage improvements?

SELECT THE CORRECT ANSWER

Use a structured document called a continual improvement register

Appoint a leader for managing the improvements

Ask everyone to track and manage improvements initiated by them

Don’t track and manage improvements

A

Use a structured document called a continual improvement register

22
Q

Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?

SELECT THE CORRECT ANSWER

Continual improvement

Relationship management

Change control

Service desk

A

Relationship management

23
Q

Which of the following is NOT a key skillset required for service desk agents?

SELECT THE CORRECT ANSWER

Effective communication

Empathy

Customer service skills

Technical skills

A

Technical skills

24
Q

Which of the following is an example of incident?

SELECT THE CORRECT ANSWER

A user wants to reset the password of a server

A user has requested access to a shared repository

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

A

An application is not available during the business hours

25
Q

Which of the following can be used to access service desks?

SELECT THE CORRECT ANSWER

Phone calls

Email

Text and social media messaging

All of the above

A

All of the above

26
Q

What is the purpose of the service desk practice?

SELECT THE CORRECT ANSWER

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To maximize the number of successful IT changes by ensuring risks are properly assessed

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

A

To capture demand for incident resolution and service requests

27
Q

What are the different types of events?

SELECT THE CORRECT ANSWER

Normal, standard, and emergency

Informational, warning, and exception

Normal and standard

Informational, standard, and emergency

A

Informational, warning, and exception

28
Q

Which activity captures the demand for incident resolution and service requests?

SELECT THE CORRECT ANSWER

Change control

Problem management

Service desk

Service catalogue management

A

Service desk

29
Q

What are the two types of costs that a service consumer should evaluate?

SELECT THE CORRECT ANSWER

The cost of creating the service and the cost charged for the service

The costs removed by the service and the costs imposed by the service

The cost of provisioning the service and the cost of improving the service

The cost of purchasing software and the cost of purchasing hardware

A

The costs removed by the service and the costs imposed by the service

30
Q

Which practice is the responsibility of everyone in the organization?

SELECT THE CORRECT ANSWER

Service level management

Change control

Problem management

Continual improvement

A

Continual improvement

31
Q

Which ITIL concept describes governance?

SELECT THE CORRECT ANSWER

The seven guiding principles

The four dimensions of service management

The service value chain

The service value system

A

The service value system

32
Q

Which of the following statements describes the nature of guiding principles?

SELECT THE CORRECT ANSWER

A guiding principle can guide an organization in all circumstances

Each guiding principle mandates specific actions and decisions

An organization will select one of the principles to adopt

Guiding principles describe the processes that all organizations must adopt

A

A guiding principle can guide an organization in all circumstances

33
Q

Which of the following are problem control activities?

  1. Performing trend analysis of incident records
  2. Preassessing the status of known errors that have not been resolved
  3. Prioritizing problems for analysis based on the risk
  4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly

SELECT THE CORRECT ANSWER

1 and 2
1 and 3
2 and 3
3 and 4

A

3 and 4

  1. Prioritizing problems for analysis based on the risk
  2. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
34
Q

What is the definition of utility?

SELECT THE CORRECT ANSWER

A tangible or intangible deliverable that is produced by carrying out an activity

The assurance that a product or service will meet agreed requirements

A possible event that could cause harm or loss or make it more difficult to achieve objectives

The functionality offered by a product or service to meet a particular need

A

The functionality offered by a product or service to meet a particular need

35
Q

What is the purpose of problem management?

SELECT THE CORRECT ANSWER

Helps direct the incident to the correct support area

Reduces the likelihood and impact of incidents

Ensures services are restored as soon as possible

Determines how the service provider is perceived

A

Reduces the likelihood and impact of incidents

36
Q

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

SELECT THE CORRECT ANSWER

Value

Outcome

Warranty of a service

Service offering

A

Service offering

37
Q

Service is a means of enabling value co-creation by facilitating ________________.

SELECT THE CORRECT ANSWER

Warranty

Outcomes

Utility

Outputs

A

Outcomes

38
Q

Which value chain activity ensures people understand the organization’s vision?

SELECT THE CORRECT ANSWER

Improve

Plan

Deliver and support

Obtain or build

A

Plan

39
Q

What is the key focus of the organizations and people dimension?

SELECT THE CORRECT ANSWER

Security and compliance

Communication systems and knowledge bases

Workflow management and inventory systems

Roles and responsibilities

A

Roles and responsibilities

40
Q

Who defines the requirements for a service?

SELECT THE CORRECT ANSWER

Service provider

Customer

User

Sponsor

A

Customer

AlexTerres (20 decks)

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