GitHub Quiz Flashcards
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Inputs to the Service Value System
Q: Which are inputs to the service value system?
A. Governance and the guiding principles
B. Value for customers and other stakeholders
C. Opportunity and demand
D. Practices and the service value chain
C. Opportunity and demand
Explanation: Value for customers and other stakeholders is an output, not an input.
Outcomes Description
Q: Which describes outcomes?
A. Tangible or intangible deliverables
B. Functionality offered by a product or service
C. Results desired by a stakeholder
D. Configuration of an organization’s resources
C. Results desired by a stakeholder
Explanation: Outcomes are the results that stakeholders desire; outputs are deliverables.
Role of Service Providers and Consumers in Risk Management
Q: What role do service providers and consumers have in relation to risk?
A. Consumers help service providers to achieve outcomes, which reduces service provider risk
B. Consumers should manage the detailed level of risk on behalf of the service provider
C. Service providers help consumers to achieve outcomes, which eliminates consumer risk
D. Service providers should manage the detailed level of risk on behalf of the consumer
D. Service providers should manage the detailed level of risk on behalf of the consumer
Explanation: Service providers help manage consumer risk but cannot eliminate it.
ITIL Guiding Principles
Q: Which statement about the ITIL guiding principles is CORRECT?
A. They define the contracts between partners and suppliers
B. They enable the appropriate adaptation of service management
C. They consist of combinations of activities and practices
D. They determine the activities required to meet an objective
B. They enable the appropriate adaptation of service management
Explanation: The guiding principles allow service management to be adapted appropriately.
Purpose of the Plan Value Chain Activity
Q: Which is included in the purpose of the plan value chain activity?
A. Ensuring that services are continually improved
B. Providing a good understanding of stakeholder needs
C. Ensuring people understand the improvement direction for all services
D. Maintaining good relationships with all stakeholders
C. Ensuring people understand the improvement direction for all services
Explanation: The plan activity focuses on understanding service improvement.
Value Chain Activity for Stakeholder Understanding
Q: Which value chain activity provides a good understanding of stakeholder needs?
A. Plan
B. Engage
C. Deliver and support
D. Design and transition
B. Engage
Explanation: The engage activity is essential for understanding stakeholders’ needs.
Q: How does the guiding principle ‘start where you are’ recommend observation and measurement should be used?
A. Measurement should be the primary means of assessing current status, supported by observation
B. Measurement should be the single means of assessing current status
C. Observation should be the single means of assessing current status
D. Observation should be the primary means of assessing current status, supported by measurement
D. Observation should be the primary means of assessing current status, supported by measurement
Explanation: Observation leads the assessment, with measurement as support.
Definition of an Output
Q: What is an output?
A. A change of state that has significance for the management of a configuration item
B. A possible event that could cause harm or loss
C. A result for a stakeholder
D. Something created by carrying out an activity
D. Something created by carrying out an activity
Explanation: Outputs are produced by activities, while outcomes benefit stakeholders.
Resolution of Simple Incidents
Q: What is MOST likely to assist with the resolution of simple incidents?
A. Identifying a temporary team to work together
B. Invoking disaster recovery plans
C. Scripts for collecting information from users
D. Detailed knowledge and expertise of support staff
C. Scripts for collecting information from users
Explanation: Simple incidents can be managed with user scripts, while complex issues need expertise.
Guiding Principle for Work Flow and Bottlenecks
Q: Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
A. Focus on value
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical
B. Collaborate and promote visibility
Explanation: This principle stresses transparency to identify bottlenecks and waste.
Types of Cost for Service Consumers
Q: What are the two types of cost that a service consumer should evaluate?
A. The price of the service, and the cost of creating the service
B. The costs removed by the service, and the costs imposed by the service
C. The cost of provisioning the service, and the cost of improving the service
D. The cost of software, and the cost of hardware
B. The costs removed by the service, and the costs imposed by the service
Explanation: Consumers should assess both cost reductions and new expenses due to the service.
Purpose of ‘Service Configuration Management’
Q: Which is the purpose of the ‘service configuration management’ practice?
A. To plan and manage the full lifecycle of all IT assets to help the organization to maximize value and control costs
B. To maximize the number of successful IT changes by ensuring that risks have been properly assessed and the change authorized
C. To systematically observe services and service components, and record and report selected changes of state
D. To ensure that accurate and reliable information about services and the components that support them is available when and where it is needed
D. To ensure that accurate and reliable information about services and the components that support them is available when and where it is needed
Explanation: This practice ensures that service data is properly recorded and available.
Purpose of ‘Service Request Management’
Q: Identify the missing word in the following sentence. The purpose of the ‘service request management’ practice is to support the agreed quality of a service by handling all [?], user-initiated service requests in an effective and user-friendly manner.
A. Emergency
B. Pre-defined
C. Manual
D. Low-priority
B. Pre-defined
Explanation: Service requests should be pre-defined for effective management.
