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AlexTerres > Ex 3 > Flashcards

Ex 3 Flashcards

1
Q

What should be done first when applying the focus on value guiding principle?

SELECT THE CORRECT ANSWER

Identify the outcomes that the service facilitates.

Identify all suppliers and partners involved in the service.

Determine who the service consumer is in each situation.

Determine the cost of providing the service.

A

Determine who the service consumer is in each situation.

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2
Q

What is the definition of warranty?

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 assurance that a product or service will meet agreed requirements

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3
Q

Which practice has the purpose of making new and changed services and features available for use?

SELECT THE CORRECT ANSWER

Change control

Service request management

Release management

Deployment management

A

Release management

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4
Q

Which guiding principle recommends that the four dimensions of service management are considered?

SELECT THE CORRECT ANSWER

Think and work holistically

Progress iteratively with feedback

Focus on value

Keep it simple and practical

A

Think and work holistically

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5
Q

Which of the following is a requirement of the service desk?

SELECT THE CORRECT ANSWER

Service desks should avoid the use of automation.

Service desks should be highly technical.

Service desks should understand the wider organization.

Service desks should be a physical team in a single fixed location.

A

Service desks should understand the wider organization.

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6
Q

Which practice includes the classification and ownership of queries and requests from users?

SELECT THE CORRECT ANSWER

Service desk

Incident management

Change control

Service level management

A

Service desk

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7
Q

Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating _________ that customers want to achieve.

SELECT THE CORRECT ANSWER

the warranty

outcomes

the utility

outputs

A

outcomes

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8
Q

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

SELECT THE CORRECT ANSWER

Guiding principles can guide an organization in all circumstances.

Each guiding principle mandates specific actions and decisions.

An organization will select and adopt only one of the seven guiding principles.

Guiding principles describe the processes that all organizations must adopt.

A

Guiding principles can guide an organization in all circumstances.

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9
Q

Which statement 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 workflow 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.

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10
Q

Which is NOT usually included as part of incident management?

SELECT THE CORRECT ANSWER

Scripts for collecting initial information about incidents

Formalized procedures for logging incidents

Detailed procedures for the diagnosis of incidents

The use of specialized knowledge for complicated incidents

A

Detailed procedures for the diagnosis of incidents

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11
Q

Which is a 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

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12
Q

What is the definition of an event?

SELECT THE CORRECT ANSWER

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

Any component that needs to be managed in order to deliver an IT service

Any component that needs to be managed in order to deliver an IT service

Any financially valuable component that can contribute to the delivery of an IT product or service

A

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

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13
Q

What is the primary use of a change schedule?

SELECT THE CORRECT ANSWER

To support incident management and improvement planning

To manage emergency changes

To plan changes and help avoid conflicts

To manage standard changes

A

To plan changes and help avoid conflicts

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14
Q

Identify the missing word in the following sentence. The purpose of the information security management practice is to ________ the organization s information.

SELECT THE CORRECT ANSWER

Store

Provide

Audit

Protect

A

Protect

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15
Q

Which of the following describes outcomes?

SELECT THE CORRECT ANSWER

Tangible or intangible deliverables

Functionality offered by a product or service

Results desired by a stakeholder

Configuration of an organization s resources

A

Results desired by a stakeholder

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16
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

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17
Q

A service provider describes a package that includes a laptop with software, licences, and support. This package is an example of ________.

SELECT THE CORRECT ANSWER

Value

An outcome

Warranty

A service offering

A

A service offering

18
Q

Which would be supported by the service request management practice?

SELECT THE CORRECT ANSWER

A request to authorize a change that could have an effect on a service

A request from a user for something which is a normal part of service delivery

A request to restore service after a service interruption

A request to investigate the cause of multiple related incidents

A

A request from a user for something which is a normal part of service delivery

19
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

20
Q

Which practice is responsible for moving components to live environments?

SELECT THE CORRECT ANSWER

Change control

Release management

IT asset management

Deployment management

A

Deployment management

21
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

22
Q

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

SELECT THE CORRECT ANSWER

The price of the service and the cost of creating 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 software and the cost of hardware

A

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

23
Q

Which guiding principle recommends collecting data before deciding what can be re-used?

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Keep it simple and practical

Progress iteratively with feedback

A

Start where you are

24
Q

Which is a recommendation of the continual improvement practice?

SELECT THE CORRECT ANSWER

There should at least be a small team dedicated to leading continual improvement efforts

All improvements should be managed as multi-phase projects

Continual improvement’ should be isolated from other practices

External suppliers should be excluded from improvement initiatives

A

There should at least be a small team dedicated to leading continual improvement efforts

25
Q

Which practice provides a single point of contact for users?

SELECT THE CORRECT ANSWER

Incident management

Change control

Service desk

Service request management

A

Service desk

26
Q

How should an organization adopt continual improvement methods?

SELECT THE CORRECT ANSWER

Use a new method for each improvement the organization handles.

Select a few key methods for the types of improvement the organization handles.

Build the capability to use as many improvement methods as possible.

Select a single method for all improvements that the organization handles.

A

Select a few key methods for the types of improvement the organization handles.

27
Q

Which service management dimension is focused on the activities undertaken by an organization and how they are organized?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

A

Value streams and processes

28
Q

Which of the following practices are typically involved in the implementation of a problem resolution?

  1. Continual improvement
  2. Service request management
  3. Service level management
  4. Change control

SELECT THE CORRECT ANSWER

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

A

1 and 4

  1. Continual improvement
  2. Change control
29
Q

Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?

SELECT THE CORRECT ANSWER

It may ensure that the cause of incidents is identified within agreed times.

It may provide automated matching of incidents to problems or known errors.

It may ensure that supplier contracts are aligned with the needs of the service provider.

It may provide automated resolution and closure of complex incidents.

A

It may provide automated matching of incidents to problems or known errors.

30
Q

Which statement about a change authority is correct?

SELECT THE CORRECT ANSWER

A single change authority should be assigned to authorize all types of change and change models.

A change authority should be assigned for each type of change and change model.

Normal changes are preauthorized and do not need a change authority.

Emergency changes can be implemented without authorization from a change authority.

A

A change authority should be assigned for each type of change and change model.

31
Q

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

SELECT THE CORRECT ANSWER

Trying to create a solution for every exception

Understanding how each element contributes to value creation

Ignoring the conflicting objectives of different stakeholders

Starting with a complex solution and then simplifying it

A

Understanding how each element contributes to value creation

32
Q

Which is NOT a key focus of the information and technology 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

33
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

34
Q

What is the purpose of the supplier management practice?

SELECT THE CORRECT ANSWER

To ensure that the organization s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

To ensure that the organization s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities

To ensure that accurate and reliable information about the configuration of suppliers’ services is available when and where it is needed

A

To ensure that the organization s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

35
Q

How does categorization of incidents assist the incident management practice?

SELECT THE CORRECT ANSWER

It helps direct the incident to the correct support area.

It determines the priority assigned to the incident.

It ensures that incidents are resolved in timescales agreed with the customer.

It determines how the service provider is perceived.

A

It helps direct the incident to the correct support area.

36
Q

What is a standard change?

SELECT THE CORRECT ANSWER

A change that is well understood, fully documented and pre-authorized

A change that needs to be assessed, authorized, and scheduled by a change authority

A change that doesn t need a risk assessment because it is required to resolve an incident

A change that is assessed, authorized, and scheduled as part of continual improvement

A

A change that is well understood, fully documented and pre-authorized

37
Q

Which practice identifies metrics that reflect a customer s experience of a service?

SELECT THE CORRECT ANSWER

Continual improvement

Service desk

Service level management

Problem management

A

Service level management

38
Q

Who among the following submits service requests?

SELECT THE CORRECT ANSWER

The user or their authorized representative

The customer or their authorized representative

The sponsor or their authorized representative

The supplier or their authorized representative

A

The user or their authorized representative

39
Q

What is the definition of change?

SELECT THE CORRECT ANSWER

To add, modify, or remove anything that could have a direct or indirect effect on services

To ensure that accurate and reliable information about the configuration of services is available

To make new and changed services and features available for use

To move new or changed hardware, software, or any other component to live environment

A

To add, modify, or remove anything that could have a direct or indirect effect on services

40
Q

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

SELECT THE CORRECT ANSWER

A change request is submitted to change control.

Problem management restores the service as soon as possible.

The problem remains in the known error status.

The problem record is deleted.

A

The problem remains in the known error status.

AlexTerres (20 decks)

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