Misc Exam Questions 2 Flashcards
Which skill is an essential part of the ‘service level management’ practice?
A. Technical knowledge
B. Listening
C. Diagnosis
D. Problem analysis
B. Listening
What are the three phases of ‘problem management’?
A. Problem logging, problem classification, problem resolution
B. Incident management, problem management, change enablement
C. Problem identification, problem control, error control
D. Problem analysis, error identification, incident resolution
C. Problem identification, problem control, error control
PI
PC
EC
Which is a purpose of the ‘engage’ value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships
C. Ensuring the continual improvement of services
D. Ensuring that the organization’s vision is understood
B. Providing transparency and good relationships
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
A. suppliers
B. CIs
C. customers
D. assets
B. CIs
Configuration Items
What is described by the service value system?
A. How all the components and activities of the organization work together as a system to enable value creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D. How to apply the systems approach of the guiding principle think and work holistically
A. How all the components and activities of the organization work together as a system to enable value creation
What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. A configuration item (CI)
C. An incident
D. An IT asset
B. A configuration item (CI)
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A. Progress iteratively with feedback
B. Focus on value
C. Think and work holistically
D. Keep it simple and practical
D. Keep it simple and practical
Which two statements about the ‘service request management’ practice are CORRECT?
- Service requests are part of normal service delivery
- Complaints can be handled as service requests
- Service requests result from a failure in service
- Normal changes should be handled as service requests
- Service requests are part of normal service delivery
- Complaints can be handled as service requests
WRONG:
- Service requests result from a failure in service
- Normal changes should be handled as service requests
What is an IT asset?
A. Any financially valuable component that can contribute to delivery of an IT product or service
B. Any component that needs to be managed in order to deliver a service
C. A request from a user that initiates a service action
D. The removal of anything that could have a direct or indirect effect on services
A. Any financially valuable component that can contribute to delivery of an IT product or service
Which dimension includes a WORKFLOW MANAGEMENT SYSTEM?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes
C. Information and technology
Which of these should be logged and managed as a problem?
A. A user requests delivery of a laptop
B. A monitoring tool detects a change of state for a service
C. Trend analysis shows a large number of similar incidents
D. ‘Continual improvement’ needs to prioritize an improvement opportunity
C. Trend analysis shows a large number of similar incidents
Which guiding principle recommends coordinating all 4 dimensions of service management?
A. Start where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical
C. Think and work holistically
How should the workflow for a new service request be designed?
A. Use a single workflow for all types of service request
B. Use different workflows for each type of service request
C. Avoid workflows for simple service requests
D. Leverage existing workflows whenever possible
D. Leverage existing workflows whenever possible
[5.2.16] When new service requests need to be added to the service catalogue, existing workflow models should be leveraged whenever possible.
The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle.
A. measurement
B. tools
C. plans
D. process
A. measurement
How should automation be implemented?
A. By replacing human intervention wherever possible
B. By replacing the existing tools first
C. By initially concentrating on the most complex tasks
D. By optimizing as much as possible first
D. By optimizing as much as possible first
Which activity is part of the ‘continual improvement’ practice?
A. Identifying and logging opportunities
B. Delivering tactical and operational engagement with customers
C. Populating and maintaining the asset register
D. Providing a clear path for users to report issues, queries, and requests
A. Identifying and logging opportunities
Which competencies are required by the ‘service level management’ practice?
A. Problem investigation and resolution
B. Business analysis and commercial management
C. Incident analysis and prioritization
D. Balanced scorecard reviews and maturity assessment
B. Business analysis and commercial management
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Incident management
B. Problem management
C. Continual improvement
D. Service request management
C. Continual improvement
Which statement about costs is CORRECT?
A. Costs imposed on the consumer are costs of service utility
B. Costs removed from the consumer are part of the value proposition
C. Costs imposed on the consumer are costs of service warranty
D. Costs removed from the consumer are part of service consumption
B. Costs removed from the consumer are part of the value proposition
What is typically needed to assign complex incidents to support groups?
A. A self-help tool
B. The incident priority
C. A change schedule
D. The incident category
D. The incident category
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
A. As a change request
B. As a service request
C. As an event
D. As a problem
D. As a problem
What should be done to determine the appropriate metrics for measuring a NEW service?
A. Measuring the performance over the first six months, and basing a solution on the results
B. Asking customers to provide numerical targets that meet their needs
C. Asking customers open questions to establish their requirements
D. Using operational data to provide detailed service reports
D. Using operational data to provide detailed service reports
Which dimension includes activities and workflows?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
D. Value streams and processes
What should be used to set user expectations for request fulfillment times?
A. The time that the customer indicates for service delivery
B. The consumer demand for the service
C. The time needed to realistically deliver the service
D. The service levels of the supplier
C. The time needed to REALISTICALLY deliver the service
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
A. Focus on value
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote
B. Think and work holistically
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change enablement
C. Service request management
D. Service level management
C. Service request management
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfillment workflow
D. To set user expectations for fulfillment times
C. To streamline the fulfillment workflow
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results
A. It should always be used to support direct observation
What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools
D. A service interruption resolved by the use of self-help tools
SOME incidents will be resolved by the users themselves, using self-help. Use of
specific self-help records should be captured for use in measurement and
improvement activities.
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Value streams and processes
C. Information and technology
D. Partners and suppliers
C. Information and technology
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption
C. Service management
What is the PRIMARY use of a change schedule?
A. To support the ‘incident management’ practice and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
C. To plan changes and help avoid conflicts
Which guiding principle focuses on reducing costs and human errors?
A. Focus and value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
C. Optimize and automate
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback
B. Focus on value
C. Optimize and automate
D. Start where you are
B. Focus on value
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are
B. Collaborate and promote visibility
C. Progress iteratively with feedback
D. Think and work holistically
C. Progress iteratively with feedback
What is important for a ‘continual improvement register’ (CIR)?
A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed
A. Improvement ideas are documented, assessed and prioritized
Which is a purpose of the ‘service level management’ practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization’s suppliers and their performance are managed appropriately
C. To set clear business-based targets for service levels
D. To support the agreed quality of a service handling all agreed, user-initiated service requests
C. To set clear business-based targets for service levels
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to response to change requests
C. The average resolution time for incidents
D. The number of problems resolved
A. The number of passengers checked in
(business related)
B, C and D are operational measures.
B. The average time to response to change requests
C. The average resolution time for incidents
D. The number of problems resolved
What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management
B. Practices
C. A value stream
D. Service level management
C. A value stream - a series of steps an organization undertakes to create and deliver products and services to consumers
A. Service management - a set of specialized organizational capabilities for enabling value for customers in the form of services.
B. Practices - The ITIL practices are sets of organisational resources designed for performing work or accomplishing an objective.
D. Service level management - service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against those targets.
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfillment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfillment should be carried out by service desk staff without automation
B. Service requests and their fulfillment should be automated as much as possible
