ITIL Sample1 Flashcards
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Supplier management
Problem management
Incident management
Deployment managementIncident management
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Focus on value
Optimize and automate
Progress iteratively with feedback
Keep it simple and practicalFocus on value
Which is the BEST example of an emergency change?
A low-risk computer upgrade implemented as a service request
The implementation of a security patch to a critical software application
The implementation of a planned new release of a software application
A scheduled major hardware and software implementation
The implementation of a security patch to a critical software application
dentify 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.
'focus on value' guiding principle 'service request management' practice service value system four dimensions of service management
service value system
How do all value chain activities transform inputs to outputs?
By using a combination of practices By using a single functional team By implementing process automation By determining service demand
By using a combination of practices
Which is the purpose of the ‘monitoring and event management’ practice?
o minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To protect the information needed by the organization to conduct its business
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To systematically observe services and service components, and record and report selected changes of state
To systematically observe services and service components, and record and report selected changes of state
dentify 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.
outputs costs risks outcomes
outcomes
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
3 and 4 2 and 3 1 and 4 1 and 2
1 and 4
Why should service desk staff detect recurring issues?
o help identify problems
To ensure effective handling of service requests
To escalate incidents to the correct support team
To engage the correct change authority
To help identify problems
Which is intended to help an organization adopt and adapt ITIL guidance?
The guiding principles The service value chain The four dimensions of service management Practices
The guiding principles
Which term describes the functionality offered by a service?
Risk Cost Utility Warranty
Utility
Which statement about known errors and problems is CORRECT?
Known errors are managed by technical staff, problems are managed by service management staff Known errors cause vulnerabilities, problems cause incidents Known error is the status assigned to a problem after it has been analysed A known error is the cause of one or more problems
Known error is the status assigned to a problem after it has been analysed
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
analysed closed escalated logged
analysed
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Service offering Service provision Service relationship management Service consumption
Service relationship management
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Start where you are Progress iteratively with feedback Optimize and automate Focus on value
Progress iteratively with feedback
Which value chain activity communicates the current status of all four dimensions of service management?
Engage Plan Obtain/build Improve
Plan
What does the ‘service request management’ practice depend on for maximum efficiency?
Processes and procedures Compliments and complaints Self-service tools Incident management
Processes and procedures
Which practice provides visibility of the organization’s services by capturing and reporting on service performance?
Service desk Service request management Service configuration management Service level management
Service level management
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Service desk Service configuration management Monitoring and event management IT asset management
Service configuration management
How should an organization include third-party suppliers in the continual improvement of services?
Ensure suppliers include details of their approach to service improvement in contracts Ensure that all supplier problem management activities result in improvements Require evidence that the supplier implements all improvements using project management practices Require evidence that the supplier uses agile development methods
Ensure suppliers include details of their approach to service improvement in contracts
Which practice may involve the initiation of disaster recovery?
Service request management Service level management Incident management IT asset management
Incident management
What is a problem?
An addition or modification that could have an effect on services Any change of state that has significance for the management of a configuration item A cause or potential cause of one or more incidents An unplanned reduction in the quality of a service
A cause or potential cause of one or more incidents
hat type of change is MOST likely to be managed by the ‘service request management’ practice?
An emergency change A standard change A normal change An application change
A standard change
Which practice provides support for managing feedback, compliments and complaints from users?
Incident management Service request management Change control Problem management
Service request management
What considerations influence the supplier strategy of an organization?
Contracts and agreements Level of formality Type of cooperation with suppliers Corporate culture of the organization
Corporate culture of the organization
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A practice An output Continual improvement A service
A service
What should be done for every problem?
It should be diagnosed to identify possible solutions It should have a workaround to reduce the impact It should be resolved so that it can be closed It should be prioritized based on its potential impact and probability
It should be prioritized based on its potential impact and probability
What should all ‘continual improvement’ decisions be based on?
An up-to-date balanced scorecard Details of how services are measured A recent maturity assessment Accurate and carefully analysed data
Accurate and carefully analysed data
