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ITIL > ITIL > Flashcards

ITIL Flashcards

1
Q

What is the definition of warranty?

A. A means of identifying events that could cause harm or loss
B. A means of determining whether a service is fit for purpose
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for use

A

D

D

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2
Q

Which phase of problem management includes the regular assessment of the effectiveness of workarounds?
A. Problem identification
B. Problem analysis
C. Error control
D. Problem control

A

C

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3
Q

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

A

C

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4
Q

Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization

A

B

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5
Q

Which dimension of service management considers how activities are coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

A

D

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6
Q

Which practice is MOST associated with the use of empathy to understand users?
A. Service desk
B. Service level management
C. Continual improvement
D. Change enablement

A

A

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7
Q

Which practice includes management of workarounds and known errors?
A. Monitoring and event management
B. Service configuration management
C. Problem management
D. Incident management

A

C

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8
Q

Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
A. The ability to discover and respond to failure earlier
B. Standardization of practices and services
C. Understanding the customer’s perception of value
D. Understanding the current state and identifying what can be reused

A

A

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9
Q

Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results

A

A

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10
Q

Which helps to streamline the fulfilment of service requests?
A. Understanding which service requests can be accomplished with limited approvals
B. Creating new workflows for every service request
C. Separating requests relating to service failures from the degradation of services
D. Eliminating service requests which have complex workflows

A

A

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11
Q

Which BEST describes the purpose of the ‘improve’ value chain activity?
A. To organize a major improvement initiative into several smaller initiatives
B. To make new and improved services and features available for use
C. To ensure a shared understanding of the vision and improvement direction for all products and services
D. To continually improve all products and services across all value chain activities

A

D

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12
Q

Which of the following is included in the purpose of the ‘continual improvement’ practice?
A. The alignment of the organization’s practices and services with changing business needs
B. The reduction of the likelihood and impact of incidents
C. The establishment of links between the organization and its stakeholders at strategic and tactical levels
D. The restoration of normal service operation as quickly as possible

A

A

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13
Q

Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfillment workflow
D. To set user expectations for fulfillment times

A

C

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14
Q

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. An IT asset
B. A customer
C. A configuration item (CI)
D. A user

A

B

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15
Q

Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Helping service consumers achieve outcomes reduces service provider costs

A

B

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16
Q

Which is a service request?

A

A request from a user for something to be provided.

17
Q

What should remain constant within an organization, even when the organization’s objectives change?
A. Guiding principles
B. Outputs
C. Service offerings
D. Outcomes

A

A

18
Q

Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Value streams and processes
C. Information and technology
D. Partners and suppliers

A

c

19
Q

Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process

A

A

20
Q

Which describes a set of defined steps for implementing improvements?
A. The ‘improve’ value chain activity
B. The ‘continual improvement register’
C. The ‘continual improvement model’
D. The ‘engage’ value chain activity

A

C

21
Q

What is a definition of a problem?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item (CI)

A

B

22
Q

Which ITIL concept helps an organization to make good decisions?
A. Guiding principles
B. Four dimensions of service management
C. Practices
D. Service value chain

A

A

23
Q

Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
A. costs
B. users
C. value
D. performances

A

D

24
Q

Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple

A

B

25
Q

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

26
Q

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
A. IT asset management
B. Deployment management
C. Continual management
D. Monitoring and event management

A

A

27
Q

Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. Service request management
B. Change enablement
C. Service level management
D. Problem management

A

C

28
Q

Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
A. Understanding the organization’s vision
B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available

A

C

29
Q

Which practice nurtures links with stakeholders at strategic and tactical levels?
A. Service level management
B. Relationship management
C. Continual improvement
D. Supplier management

A

B

30
Q

Which statement about service desks is CORRECT?
A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams

A

A

31
Q

Which two statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available stakeholder groups
3. Organizations should decide which one of the guiding principles is relevant to them
4. Organizations should consider how the guiding principles interact with each other

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

A

D

32
Q

Which stakeholders co-create value in a service relationship?
A. Investor and supplier
B. Consumer and provider
C. Provider and supplier
D. Investor and consumer

A

B

33
Q

Which describes a standard change?
A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request
C. A high-risk change that needs very thorough assessment
D. A change that must be implemented as soon as possible

A

B

34
Q

Which is an activity of ‘problem identification’?
A. Analyzing information from software developers
B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions

A

A

35
Q

Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes

A

D

36
Q

Which step of the continual improvement model includes baseline assessments?
A. Did we get there?
B. Where are we now?
C. What is the vision?
D. Where do we want to be?

A

B

37
Q

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

38
Q

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
A. Problem management
B. Service request management
C. Incident management
D. Service level management

A

D

ITIL (2 decks)

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