ITIL Sample 3 Flashcards
What is the definition of change?
To ensure that accurate and reliable information about the configuration of services is available To make new and changed services and features available for use To move new or changed hardware, software, or any other component to live environments To add, modify or remove anything that could have a direct or indirect effect on services
To add, modify or remove anything that could have a direct or indirect effect on services
Which is a recommendation of the ‘continual improvement’ practice?
'Continual improvement' should be isolated from other practices All improvements should be managed as multi-phase projects There should at least be a small team dedicated to leading 'continual improvement' efforts External suppliers should be excluded from improvement initiatives
There should at least be a small team dedicated to leading ‘continual improvement’ efforts
Which is a recommendation of the ‘continual improvement’ practice?
'Continual improvement' should be isolated from other practices All improvements should be managed as multi-phase projects There should at least be a small team dedicated to leading 'continual improvement' efforts External suppliers should be excluded from improvement initiatives
There should at least be a small team dedicated to leading ‘continual improvement’ efforts
Which is NOT usually included as part of incident management?
The use of specialized knowledge for complicated incidents Scripts for collecting initial information about incidents Detailed procedures for the diagnosis of incidents Formalized procedures for logging incidents
Detailed procedures for the diagnosis of incidents
What should be done first when applying the ‘focus on value’ guiding principle?
The use of specialized knowledge for complicated incidents Scripts for collecting initial information about incidents Detailed procedures for the diagnosis of incidents Formalized procedures for logging incidents
Detailed procedures for the diagnosis of incidents
What should be done first when applying the ‘focus on value’ guiding principle?
Determine the cost of providing the service Identify all suppliers and partners involved in the service Determine who the service consumer is in each situation Identify the outcomes that the service facilitates
Determine who the service consumer is in each situation
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
3 and 4 1 and 2 2 and 3 1 and 4
1 and 4
Which is a recommendation of the ‘service desk’ practice?
Service desks should be highly technical Service desks should understand the wider organization Service desks should avoid the use of automation Service desks should be a physical team in a single fixed location
Service desks should understand the wider organization
Which value chain activity ensures people understand the organization’s vision?
Improve Plan Obtain/build Deliver and support
Plan
Which practice provides a single point of contact for users?
Change control Service desk Incident management Service request management
Service desk
How does categorization of incidents assist the ‘incident management’ practice?
It helps direct the incident to the correct support area It determines the priority assigned to the incident It determines how the service provider is perceived It ensures that incidents are resolved in timescales agreed with the customer
It helps direct the incident to the correct support area
Which practice is responsible for moving components to live environments?
Change control Deployment management Release management IT asset management
Deployment management
What is the definition of warranty?
A tangible or intangible deliverable that is produced by carrying out an activity A possible event that could cause harm or loss, or make it more difficult to achieve objectives The assurance that a product or service will meet agreed requirements The functionality offered by a product or service to meet a particular need
The assurance that a product or service will meet agreed requirements
Which describes the nature of the guiding principles?
Guiding principles can guide an organization in all circumstances Each guiding principle mandates specific actions and decisions Guiding principles describe the processes that all organizations must adopt An organization will select and adopt only one of the seven guiding principles
Guiding principles can guide an organization in all circumstances
Which practice includes the classification and ownership of queries and requests from users?
Service desk Incident management Service level management Change control
Service desk
Which ITIL concept describes governance?
The service value chain The four dimensions of service management The seven guiding principles The service value system
The service value system
Which statement about the value chain activities is CORRECT?
Options are :
Every practice belongs to a specific value chain activity Each value chain activity contributes to the value chain by transforming specific inputs into outputs Service value chain activities form a single workflow that enables value creation A specific combination of value chain activities and practices forms a service relationship
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which practice identifies metrics that reflect the customer’s experience of a service?
Options are :
Service level management Continual improvement Service desk Problem management
Service level management
What is the definition of an event?
Any component that needs to be managed in order to deliver an IT service Any change of state that has significance for the management of a service or other configuration item Any financially valuable component that can contribute to the delivery of an IT product or service An unplanned interruption to a service or reduction in the quality of a service
Any change of state that has significance for the management of a service or other configuration item
Which would be supported by the ‘service request management’ practice?
A request from a user for something which is a normal part of service delivery A request to restore service after a service interruption A request to authorize a change that could have an effect on a service A request to investigate the cause of multiple related incidents
A request from a user for something which is a normal part of service delivery
Which practice has the purpose of making new and changed services and features available for use?
Change control Release management Deployment management Service request management
Release management
How should an organization adopt continual improvement methods?
Select a single method for all improvements that the organization handles Build the capability to use as many improvement methods as possible Use a new method for each improvement the organization handles Select a few key methods for the types of improvement that the organization handles
Select a few key methods for the types of improvement that the organization handles
