Ex 5 Flashcards
Which guiding principle recommends collecting data before deciding what can be re-used?
Focus on value
Keep it simple and practical
Start where you are
Progress interactively with feedback
Start where you are
Which statement about known errors and problems is CORRECT?
Known error is the status assigned to a problem after it has been analyzed
A known error is the cause of one or more problems
Known errors cause vulnerabilities, problems cause incidents
Known errors are managed by technical staff, problems are managed by service management staff
Known error is the status assigned to a problem after it has been analyzed
Which guiding principle helps to ensure that better information is available for decision making?
Keep it simple and practical
Collaborate and promote visibility
Optimize and automate
Think and work holistically
Collaborate and promote visibility
Which guiding principle recommends coordinating all dimensions of service management?
Start where you are
Think and work holistically
Keep it simple and practical
Progress iteratively with feedback
Think and work holistically
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Collaborate and promote visibility
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Focus on value
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback
Progress iteratively with feedback
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Optimize and automate
Start where you are
Focus on value
Progress iteratively with feedback
Progress iteratively with feedback
Which of the following is NOT an activity within the service value chain?
Engage
Guiding principles
Delivery and Support
Obtain/Build
Guiding principles
What is the end result of the service value system?
Activities
Value
Practices
Demand
Value
What is the reason for using a balanced bundle of service metrics?
It reduces the number of metrics that need to be collected
It reports each service element separately
It provides an outcome-based view of services
It facilitates the automatic collection of metrics
It provides an outcome-based view of services
What is the effect of increased automation on the ‘service desk’ practice?
Greater ability to focus on customer experience when personal contact is needed
Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams
Greater ability to focus on customer experience when personal contact is needed
Which statement about the ‘service desk’ practice is CORRECT?
It provides a link with stakeholders at strategic and tactical levels
It carries out change assessment and authorization
It investigates the cause of incidents
It needs a practical understanding of the business processes
It needs a practical understanding of the business processes
Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.
‘focus on value’ guiding principle
service value system
‘service request management’ practice
four dimensions of service management
service value system
How should an organization adopt continual improvement methods?
Use a new method for each improvement the organization handles
Select a few key methods for the types of improvement that 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
Select a few key methods for the types of improvement that the organization handles
Which value chain activity communicates the current status of all four dimensions of service management?
Engage
Improve
Obtain/build
Plan
Plan
Which statement about emergency changes is CORRECT?
The testing of emergency can be eliminated in order to implement the change quickly
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Emergency changes should be authorized and implemented as service requests
Emergency changes must be fully documented before authorization and implementation
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Local
Centralized
Outsourced
Virtual
Outsourced
What is described by the service value system?
How all the components and activities of the organization work together as a system to enable value creation
Services based on one or more products, designed to address needs of a target consumer group
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
How to apply the systems approach of the guiding principle think and work holistically
How all the components and activities of the organization work together as a system to enable value creation
How does information about problems and known errors contribute to ‘incident management’?
It removes the need for regular customer updates
It removes the need for collaboration during incident resolution
It enables quick and efficient diagnosis of incidents
It enables the reassessment of known errors
It enables quick and efficient diagnosis of incidents
Which term describes the functionality offered by a service?
Cost
Utility
Warranty
Risk
Utility
Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?
Progress iteratively with feedback
Keep it simple and practical
Optimize and automate
Focus on value
Focus on value
Which value chain activity ensures the availability of service components?
Improve
Deliver and support
Obtain/build
Engage
Obtain/build
What is the CORRECT definition of service management?
A set of specialized organizational capabilities for delivering value to customers in the form of services
The capability of supplier to deliver services to providers in exchange for money
A set of specialized assets for transitioning services into the live operational environment
The capability of service providers to minimize their costs without reducing the value of the services
A set of specialized organizational capabilities for delivering value to customers in the form of services
What is a recommendation of the ‘focus on value’ guiding principle?
Focus on value for the service provider first
Make ‘focus on value’ a responsibility of the management
Focus on value at every step of the improvement
Focus on the value of new and significant projects first
Focus on value at every step of the improvement
What considerations influence the supplier strategy of an organization?
Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality
Corporate culture of the organization
Which practice updates information relating to symptoms and business impact?
Incident management
Service request management
Change control
Service level management
Incident management
Which ITIL concept describes governance?
The service value system
The service value chain
The seven guiding principles
The four dimensions of service management
The service value system
Which practice provides support for managing feedback, compliments and complaints from users?
Change control
Service request management
Problem management
Incident management
Service request management
How does categorization of incidents assist the ‘incident management’ practice?
It determines the priority assigned to the incident
It determines how the service provider is perceived
It helps direct the incident to the correct support area
It ensures that incidents are resolved in timescales agreed with the customer
It helps direct the incident to the correct support area
Which dimension of service management considers governance, management, and communication?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Organizations and people
Which dimension includes activities and workflows?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Value streams and processes
Which describes a standard change?
A change that needs to be scheduled, assessed and authorized following a defined process
A change that is typically implemented as a service request
A high-risk change that needs very thorough assessment
A change that must be implemented as soon as possible
A change that is typically implemented as a service request
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Feedback should be reduced for large improvements as it is unlikely that circum
Feedback should only be taken into account when one iteration fails to meet its objective
Each iteration should be designed before starting the initiative and implemented without feedback
Each iteration should be continually re-evaluated based on feedback
Each iteration should be continually re-evaluated based on feedback
What are the ITIL guiding principles used for?
To help an organization make good decisions
To direct and control an organization
To identify activities that an organization must perform in order to deliver a valuable service
To ensure that an organization’s performance continually meets stakeholders’ expectations
To help an organization make good decisions
Which is included in the purpose of the “˜design and transition’ value chain activity?
Ensuring that service components are available when needed
Providing transparency and good stakeholder relationships
Supporting services according to specifications
Continually meeting stakeholder expectations for costs
Continually meeting stakeholder expectations for costs
What should be done to determine the appropriate metrics for measuring a new service?
Measuring the performance over the first six months, and basing a solution on the results
Asking customers to provide numerical targets that meet their needs
Asking customers open questions to establish their requirements
Using operational data to provide detailed service reports
Using operational data to provide detailed service reports
What is typically needed to assign complex incidents to support groups?
A self-help tool
The incident priority
A change schedule
The incident category
The incident category
Which competencies are required by the ‘service level management’ practice?
Problem investigation and resolution
Business analysis and commercial management
Incident analysis and prioritization
Balanced scorecard reviews and maturity assessment
Business analysis and commercial management
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.
measurement
tools
plans
process
measurement
Which of these should be logged and managed as a problem?
A user requests delivery of a laptop
A monitoring tool detects a change of state for a service
Trend analysis shows a large number of similar incidents
‘Continual improvement’ needs to prioritize an improvement opportunity
Trend analysis shows a large number of similar incidents
Which is a purpose of the ‘engage’ value chain activity?
Meeting expectations for quality, costs and time-to-market
Providing transparency and good relationships
Ensuring the continual improvement of services
Ensuring that the organization’s vision is understood
Providing transparency and good relationships
What are the three phases of ‘problem management’?
Problem logging, problem classification, problem resolution
Incident management, problem management, change control
Problem identification, problem control, error control
Problem analysis, error identification, incident resolution
Problem identification, problem control, error control
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Information security management
Monitoring and event management
Incident management
Change control
Monitoring and event management
Which TWO statements about an organizations culture are CORRECT? (Choose two.)
- It is created from shared values based on how it carries out its work
- It is determined by the type of technology used to support services
- It should be based on the culture of prospective suppliers
- It should be based on the objectives of the organization
1 and 2
2 and 3
3 and 4
1 and 4
1 and 4
- It is created from shared values based on how it carries out its work
- It should be based on the objectives of the organization
What are the MOST important skills required by service desk staff?
Incident analysis skills
Technical skills
Problem resolution skills
Supplier management skills
Incident analysis skills
What is 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?
Service management
Continual improvement
A service
An IT asset
A service
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Start where you are
Collaborate and promote visibility
Keep it simple and practical
Optimize and automate
Keep it simple and practical
What are engage, plan and improve examples of?
Service value chain activities
Service level management
Service value chain inputs
Change control
Service value chain activities
Which is part of service provision?
The management of resources configured to deliver the service
The management of resources needed to consume the service
The grouping of one or more services based on one or more products
The joint activities performed to ensure continual value co-creation
The management of resources configured to deliver the service
Which statement about outcomes is CORRECT?
Outcomes help service consumers achieve outputs
Outcomes are one or more services that fulfil the needs of a service consumer
Service providers help service consumers achieve outcomes
Helping service consumers achieve outcomes reduces service provider costs
Service providers help service consumers achieve outcomes
Which statement about IT service management is CORRECT?
It is performed by customers using a mix of IT systems, services and processes
It is performed by IT service providers using a mix of suppliers and their products
It is performed by the service desk using a mix of people, process and technology
It is performed by IT service providers using a mix of people, process and technology
It is performed by IT service providers using a mix of people, process and technology
When should the effectiveness of a problem workaround be assessed?
Whenever the workaround is used
Whenever the problem is resolved
Whenever the workaround becomes a known error
Whenever the problem is prioritized
Whenever the workaround is used
Which practice identifies metrics that reflect a customer experience of a service?
Continual improvement
Service level management
Service desk
Problem management
Service level management
What should be used to set user expectations for request fulfillment times?
The time that the customer indicates for service delivery
The consumer demand for the service
The time needed to realistically deliver the service
The service levels of the supplier
The time needed to realistically deliver the service
Which dimension includes activities and workflows?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Value streams and processes
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
As a change request
As a service request
As an event
As a problem
As a problem
Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?
Service level management
Service configuration management
Relationship management
Continual improvement
Continual improvement
Which statement about costs is CORRECT?
Costs imposed on the consumer are costs of service utility
Costs removed from the consumer are part of the value proposition
Costs imposed on the consumer are costs of service warranty
Costs removed from the consumer are part of service consumption
Costs removed from the consumer are part of the value proposition
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Incident management
Problem management
Continual improvement
Service request management
Continual improvement
Which activity is part of the ‘continual improvement’ practice?
Identifying and logging opportunities
Delivering tactical and operational engagement with customers
Populating and maintaining the asset register
Providing a clear path for users to report issues, queries, and requests
Identifying and logging opportunities
How should automation be implemented?
By replacing human intervention wherever possible
By replacing the existing tools first
By initially concentrating on the most complex tasks
By optimizing as much as possible first
By replacing human intervention wherever possible
What is the purpose of the ‘information security management’ practice?
To protect the information needed by the organization to conduct its business
To observe services and service components
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To plan and manage the full lifecycle of all IT assets
To protect the information needed by the organization to conduct its business
How should the workflow for a new service request be designed?
Use a single workflow for all types of service request
Use different workflows for each type of service request
Avoid workflows for simple service requests
Leverage existing workflows whenever possible
Leverage existing workflows whenever possible
In which two situations should the ITIL guiding principles be considered?
- In every initiative
- In relationships with all stakeholders
- Only in specific initiatives where the principle is relevant
- Only in specific stakeholder relationships where the principle is relevant
1 and 2
2 and 3
3 and 4
1 and 4
1 and 2
- In every initiative
- In relationships with all stakeholders
