Misc Exam Questions 3

Question 1

Which gives a user access to a system?

A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision

Answer 1

D. Service provision

Question 2

What is a change schedule PRIMARILY used for?

A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts

Answer 2

D. To help plan changes, assist in communication and avoid conflicts

Question 3

What is used to link activities within the service value chain?

A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk

Answer 3

B. Inputs, outputs and triggers

Question 4

Which describes the utility of a service?

A. A service that is fit for use
B. A service that meets its service level targets
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer

Answer 4

D. A service that supports the performance of the consumer

… or remove constraints

Question 5

Which two practices use workarounds?

A. Change enablement and continual improvement
B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement

Answer 5

C. Problem management and incident management

Question 6

Which statement about the ‘change enablement’ practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or automated
C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Answer 6

B. Normal changes are triggered by the creation of a change request which can be created manually or automated

Question 7

Which is included in the purpose of the ‘deliver and support’ value chain activity?

A. Meeting stakeholder expectations for time to market
B. Understanding the organization’s service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications

Answer 7

D. Providing services to agreed specifications

–

A. Meeting stakeholder expectations for time to market - Design + Transition

Question 8

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A. Information security management
B. Continual improvement
C. Monitoring and event management
D. Service level management

Answer 8

A. Information security management

Question 9

What is a change schedule used for?

A. To help plan emergency changes
B. To help authorize standard changes
C. To help assign a change authority
D. To help manage normal changes

Answer 9

D. To help manage NORMAL changes

Question 10

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

A. Service desk
B. Service request management
C. Service level management
D. Service configuration management

Answer 10

C. Service level management

Question 11

What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Schedule, assess, authorize
B. Diagnose, investigate, resolve
C. Initiate, approve, fulfill
D. Acknowledge, classify, own

Answer 11

D. Acknowledge, classify, own

Question 12

Which is an external input to the service value chain?

A. The ‘improve’ value chain activity
B. An overall plan
C. Customer requirements
D. Feedback loops

Answer 12

C. Customer requirements

Question 13

Which is included in the purpose of the ‘service level management’ practice?

A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately

Answer 13

C. To set clear business-based targets for service levels

Question 14

Which usually requires a team of representatives from many stakeholder groups?

A. Fulfilling a service request
B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident

Answer 14

D. Investigating a major incident

“and all major incidents—often require a temporary team to work together to identify the resolution. This team may include representatives of many stakeholders, including the service provider, suppliers, users, and others.”

Question 15

Which value chain activity ensures that service components meet agreed specifications?

A. Plan
B. Design and transition
C. Obtain/build
D. Deliver and support

Answer 15

C. Obtain/build

Obtain/build - Ensuring that service COMPONENTS are available when and where they are needed, and that they MEET agreed specifications.

Question 16

Which practice needs people who understand complex systems and have creative and analytical skills?

A. Change enablement
B. Service level management
C. Service request management
D. Problem management

Answer 16

D. Problem management

Question 17

Which will NOT be handled as a service request?

A. The degradation of a service
B. The replacement of a toner cartridge
C. The provision of a laptop
D. A complaint about a support team

Answer 17

A. The degradation of a service

(This is handled by Incident Mgmt)

Question 18

Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management

Answer 18

A. Supplier management and service level management

Question 19

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.

A. ‘focus on value’ guiding principle
B. service value system
C. ‘service request management’ practice
D. four dimensions of service management

Answer 19

B. service value system

Question 20

Which activity is part of the ‘continual improvement’ practice?

A. Populating and maintaining the asset register
B. Providing a clear path for users to report issues, queries, and requests
C. Delivering tactical and operational engagement with customers
D. Identifying and logging opportunities

Answer 20

D. Identifying and logging opportunities

Question 21

Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
* 1. It is created from shared values based on how it carries out its work
* 2. It is determined by the type of technology used to support services
* 3. It should be based on the culture of prospective suppliers
* 4. It should be based on the objectives of the organization

Answer 21

• 1. It is created from shared values based on how it carries out its work
• 4. It should be based on the objectives of the organization

Question 22

Which is included in the purpose of the ‘design and transition’ value chain activity?

A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs

Answer 22

D. Continually meeting stakeholder expectations for costs

Question 23

Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

A. Understanding the organization’s vision
B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available

Answer 23

C. Meeting stakeholder expectations

Question 24

Which dimension includes a workflow management system?
A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people

Answer 24

workflow management SYSTEM:

C. Information and technology

Question 25

Which service level metrics are BEST for measuring user experience?

A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes

Answer 25

D. Metrics linked to defined outcomes

Question 26

Which dimension includes activities and workflows?

A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people

Answer 26

A. Value streams and processes

Question 27

What do customer perceptions and business outcomes help to define?

A. The value of a service
B. Service metrics
C. The total cost of a service
D. Key performance indicators (KPIs)

Answer 27

A. The value of a service

Question 28

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

Answer 28

• 1. Continual improvement
• 4. Change control

NOT:
* 2. Service request management
* 3. Service level management

Question 29

Which process works with incident management to ensure that security breaches are detected and logged?

A. Change management
B. Service level management
C. Access management
D. Continual service improvement

Answer 29

C. Access management

Question 30

Service transition contains detailed descriptions of which processes?

A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management, event management, service request management
C. Service level management, service portfolio management, service asset and configuration management
D. Service asset and configuration management, release and deployment management, request fulfillment

Answer 30

A. Change management, service asset and configuration management, release and deployment management

Question 31

What should a release policy include?

A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)

Answer 31

C. The naming convention and expected frequency of each type of release

Question 32

What is defined as any component that needs to be MANAGED in order to deliver an IT service?

A. A service request
B. An IT asset
C. A configuration item (CI)
D. An incident

Answer 32

C. A configuration item (CI)

Question 33

Which practice provides support for managing feedback, compliments and complaints from users?

A. Change control
B. Service request management
C. Problem management
D. Incident management

Answer 33

B. Service request management

Question 34

Which statement about costs is CORRECT?
A. Costs removed from the consumer are part of service consumption
B. Costs imposed on the consumer are costs of service utility
C. Costs removed from the consumer are part of the value proposition
D. Costs imposed on the consumer are costs of service warranty

Answer 34

C. Costs removed from the consumer are part of the value proposition

Question 35

How should automation be implemented?
A. By initially concentrating on the most complex tasks
B. By optimizing as much as possible first
C. By replacing human intervention wherever possible
D. By replacing the existing tools first

Answer 35

B. By optimizing as much as possible first

WRONG:
C. By replacing human intervention WHEREVER possible

Question 36

Which describes a set of defined steps for implementing improvements?

A. The ‘improve’ value chain activity
B. The ‘continual improvement register’
C. The ‘continual improvement model’
D. The ‘engage’ value chain activity

Answer 36

C. The ‘continual improvement model’

Question 37

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback

Answer 37

D. Each iteration should be continually re-evaluated based on feedback

Question 38

The management of information security incidents usually requires [?].

A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support

Answer 38

C. A separate process

Question 39

Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

A. Only add controls and metrics when they are needed
B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance

Answer 39

A. Only add controls and metrics when they are needed

Question 40

Which statement about problems is CORRECT?

A. Problems are not related to incidents.
B. Problems must be resolved quickly in order to restore normal business activity.
C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
D. Problem prioritization involves risk assessment.

Answer 40

D. Problem prioritization involves risk assessment.

WRONG:
B. Problems must be resolved quickly in order to restore normal business activity.

INCIDENT must be resolved quickly, not necessarily PROBLEM

Question 41

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

Answer 41

B. Focus on value

Question 42

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

Answer 42

C. To streamline the fulfillment workflow

Question 43

When is the earliest that a workaround can be documented in ‘problem management’?

A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved

Answer 43

A. After the problem has been logged

Question 44

Which is handled as a service request?

A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch

Answer 44

B. A compliment about an IT support team

Question 45

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A. Service desk
B. Monitoring and event management
C. Service level management
D. Continual improvement

Answer 45

D. Continual improvement

Question 46

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

Answer 46

C. Optimize and automate

Question 47

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

Answer 47

B. Think and work holistically

Question 48

Which is an activity of ‘problem identification’?

A. Analyzing information from software developers
B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions

Answer 48

A. Analyzing information from software developers
Problem Identification

B. Establishing problem workarounds
Problem Control
C. Analyzing the cause of problems
Problem Control
D. Establishing potential permanent solutions
Error Control

Question 49

Which statement about value creating activities is CORRECT?

A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices
C. A value stream is an operating model for creating value through products and services
D. Organizations should ensure that each value stream is applicable to many scenarios

Answer 49

A. Each value stream should be designed with a specific combination of service value chain activities

Question 50

Which skill is required by the ‘service level management’ practice?

A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management

Answer 50

The skills and competencies for SLM include relationship
management, business liaison, business analysis, and
commercial/supplier management due to the emphasis on engagement with the customer and all stakeholders involved in
service management.