ITIL Practice Exam2 Flashcards
1) What is the effect of increased automation on the ‘service desk’ practice?
A. Greater ability to focus on customer experience when personal contact is needed
2) Which term describes the functionality offered by a service?
B. Utility
3) Which is the purpose of the ‘monitoring and event management’ practice?
B. To systematically observe services and service components, and record and report selected changes of state
4) What should all ‘continual improvement’ decisions be based on?
B. Accurate and carefully analysed data
5) How do all value chain activities transform inputs to outputs?
B. By using a combination of practices
6) How does customer engagement contribute to the ‘service level management’ practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions
D. 1 and 4
7) What is the starting point for optimization?
B. Understanding the vision and objectives of the organization
8) 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.
C. service value system
9) Which practice provides support for managing feedback, compliments and complaints from users?
B. Service request management
10) Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
D. Service relationship management
11) Which practice may involve the initiation of disaster recovery?
A. Incident management
12) What type of change is MOST likely to be managed by the ‘service request management’ practice?
C. A standard change
13) Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
B. Collaborate and promote visibility
14) What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A. A service
15) Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
16) Which dimension of service management considers governance, management, and communication?
A. Organizations and people
17) Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
B. analysed
18) Which statement about known errors and problems is CORRECT?
A. Known error is the status assigned to a problem after it has been analysed
19) What does the ‘service request management’ practice depend on for maximum efficiency?
C. Processes and procedures
20) Which statement about the ‘service desk’ practice is CORRECT?
D. It needs a practical understanding of the business processes
21) Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
A. Service configuration management
22) Which practice has a purpose that includes restoring normal service operation as quickly as possible?
D. Incident management
23) Identify the missing word in the following sentence.
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
B. outcomes
24) Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
D. Progress iteratively with feedback
25) What should be done for every problem?
B. It should be prioritized based on its potential impact and probability
26) How should an organization include third-party suppliers in the continual improvement of services?
A. Ensure suppliers include details of their approach to service improvement in contracts
27) What considerations influence the supplier strategy of an organization?
C. Corporate culture of the organization
28) What is a problem?
C. A cause or potential cause of one or more incidents
29) What is the purpose of the ‘relationship management’ practice?
B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
30) Which is intended to help an organization adopt and adapt ITIL guidance?
B. The guiding principles
31) What is an output?
D. Something created by carrying out an activity
32) What is the reason for using a balanced bundle of service metrics?
C. It provides an outcome-based view of services
33) Why should incidents be prioritized?
C. To ensure that incidents with the highest business impact are resolved first
34) Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
B. IT asset management
35) Why should service desk staff detect recurring issues?
A. To help identify problems
36) Which value chain activity communicates the current status of all four dimensions of service management?
D. Plan
37) Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?
D. Focus on value
38) Which practice provides visibility of the organization’s services by capturing and reporting on service performance?
B. Service level management
39) Which is the BEST example of an emergency change?
C. The implementation of a security patch to a critical software application
40) Which guiding principle recommends assessing the current state and deciding what can be reused?
B. Start where you are
