ITIL Sample2 Flashcards
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
Keep it simple and practical
Think and work holistically
Collaborate and promote visibility
Focus on valueCollaborate and promote visibility
Remove waste must have visibility
Which statement about change authorization is CORRECT?
The authorization of normal changes should be expedited to ensure they can be implemented quickly A change authority should be assigned to each type of change and change model Centralizing change authorization to a single person is the most effective means of authorization Standard changes are high risk and should be authorized by the highest level of change authority
A change authority should be assigned to each type of change and change model
What is the reason for using a balanced bundle of service metrics?
It facilitates the automatic collection of metrics
It reduces the number of metrics that need to be collected
It provides an outcome-based view of services
It reports each service element separately
It facilitates the automatic collection of metrics
It reduces the number of metrics that need to be collected
It provides an outcome-based view of services
It reports each service element separately
What is the purpose of the ‘relationship management’ practice?
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors To minimize the negative impact of incidents by restoring normal service operation as quickly as possible To align the organization's practices and services with changing business needs To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
Which dimension of service management considers governance, management, and communication?
Information and technology
Value streams and processes
Organizations and people
Partners and suppliersOrganizations and people
Which statement about the ‘service desk’ practice is CORRECT?
It investigates the cause of incidents It carries out change assessment and authorization It needs a practical understanding of the business processes It provides a link with stakeholders at strategic and tactical levels
It needs a practical understanding of the business processes
What is the starting point for optimization?
Determining where the most positive impact would be Standardizing practices and services Securing stakeholder engagement Understanding the vision and objectives of the organization
Understanding the vision and objectives of the organization
What is the effect of increased automation on the ‘service desk’ practice?
Decrease in self-service incident logging and resolution Increased ability to focus on fixing technology instead of supporting people Greater ability to focus on customer experience when personal contact is needed Elimination of the need to escalate incidents to support teams
Understanding the vision and objectives of the organization
What is the effect of increased automation on the ‘service desk’ practice?
Decrease in self-service incident logging and resolution Increased ability to focus on fixing technology instead of supporting people Greater ability to focus on customer experience when personal contact is needed Elimination of the need to escalate incidents to support teams
Greater ability to focus on customer experience when personal contact is needed
What is an output?
Something created by carrying out an activity A possible event that could cause harm or loss A change of state that has significance for the management of a configuration item A result for a stakeholder
Something created by carrying out an activity
Why should incidents be prioritized?
To identify which support team the incident should be escalated to To help automated matching of incidents to problems or known errors To ensure that incidents with the highest business impact are resolved first To encourage a high level of collaboration within and between teams
To ensure that incidents with the highest business impact are resolved first
What are the two types of cost that a service consumer should evaluate?
The cost of software, and the cost of hardware The price of the service, and the cost of creating the service The cost of provisioning the service, and the cost of improving the service The costs removed by the service, and the costs imposed by the service
The costs removed by the service, and the costs imposed by the service
Which is a key consideration for the guiding principle ‘keep it simple and practical’?
Ignore the conflicting objectives of different stakeholders Understand how each element contributes to value creation Try to create a solution for every exception Start with a complex solution, then simplify
Understand how each element contributes to value creation
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.
the utility outcomes outputs the warranty
outcomes
A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?
Warranty Value A service offering An outcome
A service offering
Which describes outcomes?
Configuration of an organization's resources Functionality offered by a product or service Tangible or intangible deliverables Results desired by a stakeholder
Results desired by a stakeholder
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Collaborate and promote visibility Focus on value Progress iteratively with feedback Start where you are
Progress iteratively with feedback
Which service management dimension is focused on activities and how these are coordinated?
Organizations and people Information and technology Partners and suppliers Value streams and processes
Value streams and processes
Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?
It may ensure that supplier contracts are aligned with the needs of the service provider It may provide automated resolution and closure of complex incidents It may provide automated matching of incidents to problems or known errors It may ensure that the cause of incidents is identified within agreed times
It may provide automated matching of incidents to problems or known errors
Which guiding principle recommends that the four dimensions of service management are considered?
Progress iteratively with feedback Keep it simple and practical Think and work holistically Focus on value
Think and work holistically
Which is NOT a key focus of the ‘information and technology’ dimension?
Roles and responsibilities Security and compliance Workflow management and inventory systems Communication systems and knowledge bases
Roles and responsibilities
Which role submits service requests?
The supplier, or their authorized representative The customer, or their authorized representative The sponsor, or their authorized representative The user, or their authorized representative
The user, or their authorized representative
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
The problem record is deleted The problem remains in the known error status change request is submitted to change control Problem management restores the service as soon as possible
The problem remains in the known error status
What is the purpose of the ‘supplier management’ practice?
To ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed To ensure that the organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
What is the PRIMARY use of a change schedule?
To support 'incident management' and improvement planning To manage emergency changes To plan changes and help avoid conflicts To manage standard changes
To plan changes and help avoid conflicts
Which practice is the responsibility of everyone in the organization?
Problem management Continual improvement Service level management Change control
Continual improvement
Which statement about a change authority is CORRECT?
A single change authority should be assigned to authorize all types of change and change models Emergency changes can be implemented without authorization from a change authority Normal changes are pre-authorized and do not need a change authority A change authority should be assigned for each type of change and change model
A change authority should be assigned for each type of change and change model
What is a standard change?
A change that is assessed, authorized, and scheduled as part of 'continual improvement' change that is well understood, fully documented and pre-authorized A change that needs to be assessed, authorized, and scheduled by a change authority A change that doesn't need a risk assessment because it is required to resolve an incident
change that is well understood, fully documented and pre-authorized
Which is a purpose of th
Which is a purpose of the ‘service desk’ practice?
o maximize the number of successful IT changes by ensuring risks are properly assessed
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To set clear business-based targets for service performance
To capture demand for incident resolution and service requests
To capture demand for incident resolution and service requests
Which guiding principle recommends collecting data before deciding what can be re-used?
Focus on value Keep it simple and practical Start where you are Progress iteratively with feedback
Start where you are
