ITIL Practice Exam1 Flashcards

1
Q

1) Which practice is responsible for moving components to live environments?

A

D. Deployment management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

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

A

A. Service desk

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

3) Which practice identifies metrics that reflect the customer’s experience of a service?

A

C. Service level management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

4) What is the PRIMARY use of a change schedule?

A

C. To plan changes and help avoid conflicts

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

5) Which service management dimension is focused on activities and how these are coordinated?

A

D. Value streams and processes

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

6) How does categorization of incidents assist the ‘incident management’ practice?

A

A. It helps direct the incident to the correct support area

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

7) 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.

A

B. outcomes

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

8) Which is a recommendation of the ‘continual improvement’ practice?

A

A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

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

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

10) Which role submits service requests?

A

A. The user, or their authorized representative

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

11) Which practice provides a single point of contact for users?

A

C. Service desk

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

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

A

A. Think and work holistically

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

13) Which would be supported by the ‘service request management’ practice?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

14) Which practice is the responsibility of everyone in the organization?

A

D. Continual improvement

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

15) Identify the missing word in the following sentence.

The purpose of the ‘information security management’ practice is to [?] the organization’s information.

A

D. protect

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

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

A

B. Start where you are

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

17) Which is NOT usually included as part of incident management?

A

C. Detailed procedures for the diagnosis of incidents

18
Q

18) Which describes the nature of the guiding principles?

A

A. Guiding principles can guide an organization in all circumstances

19
Q

19) Which statement about a change authority is CORRECT?

A

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

20
Q

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

A

C. Release management

21
Q

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

A

B. Plan

22
Q

22) Which statement about the value chain activities is CORRECT?

A

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

23
Q

23) What is the purpose of the ‘supplier management’ practice?

A

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

24
Q

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

A

B. The costs removed by the service, and the costs imposed by the service

25
Q

25) Which is a purpose of the ‘service desk’ practice?

A

C. To capture demand for incident resolution and service requests

26
Q

26) How should an organization adopt continual improvement methods?

A

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

27
Q

27) Which ITIL concept describes governance?

A

D. The service value system

28
Q

28) Which is a recommendation of the ‘service desk’ practice?

A

C. Service desks should understand the wider organization

29
Q

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

A

C. Progress iteratively with feedback

30
Q

30) What is a standard change?

A

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

31
Q

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

A

C. The problem remains in the known error status

32
Q

32) What is the definition of change?

A

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

33
Q

33) What is the definition of an event?

A

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

34
Q

34) Which describes outcomes?

A

C. Results desired by a stakeholder

35
Q

35) Which is NOT a key focus of the ‘information and technology’ dimension?

A

D. Roles and responsibilities

36
Q

36) Which 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

A

D. 1 and 4

37
Q

37) Which is a key consideration for the guiding principle ‘keep it simple and practical’?

A

B. Understand how each element contributes to value creation

38
Q

38) What should be done first when applying the ‘focus on value’ guiding principle?

A

C. Determine who the service consumer is in each situation

39
Q

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

A

D. A service offering

40
Q

40) What is the definition of warranty?

A

B. The assurance that a product or service will meet agreed requirements