Mock Exam Questions Flashcards
Questions for Mock Exams
Define Utility
The functionality offered by a product or service to meet a particular need.
A user is the [?] that uses services.
Role
Which is the best description of the value of a service to a customer?
The benefits of using the service as percieved by the customer.
What is a risk that might be removed from a service consumer by an IT service?
Failure of server hardware
Service Relationship Management requires [?] of both the [?] and [?]?
Co-operation, Service Provider, Service Consumer
Which TWO statements about the guiding principles are correct:
- The guiding principles support continual improvement.
- Each guiding principle applies to a selection of the available stakeholder groups.
- Organizations should decide which one of the guiding principles is relevant to them.
- Organizations should consider how the guiding principles interact with each other.
The guiding principles support continual improvement
Organizations should consider how the guiding principles interact with each other
Which guiding principle concentrates on service consumers?
Focus on Value
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
Collaborate and Promote Visibility
What must always be done before an activity is automated?
Check that the activity has already been optimized
What is the keystone statement about the use of measurement in the ‘start where you are’ guiding principle is correct?
It should always be used to support direct observation.
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Keep It Simple and Practical
Which is considered by the ‘partners and suppliers’ dimension?
Working with an integrator to manage relationships.
Which dimension of service management considers the workflows and controls needed to deliver services?
Value Streams and Processes
Which includes governance, management practices, and continual improvement?
The Service Value System
The [?] integrates practices for a specific scenario.
Service Value Stream
Which value chain activity has the focus to ensure that all four dimensions of service management are continually improved?
Improve
Which practice has a purpose that includes managing risks to confidentiality, integrity, and availability?
Information Security Management
What is the purpose of the ‘monitoring and event management’ practice?
To systematically observe services and service components
What is the purpose of the ‘continual improvement’ practice?
To align the organization’s practices and services with changing business needs.
Which practice has the purpose to identify, analyze, monitor, and continually improve links with stakeholders?
Relationship Management
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Change Enablement
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Events
What is a cause, or potential cause, of one or more incidents?
A problem
Who’s responsibility is ‘continual improvement’?
Everyone in the organization is responsible for some aspects of ‘Continual Improvement’
What is a change schedule primarily used for?
To help plan changes, assist in communication and avoid conflicts.
Low impact [?] should be resoved efficienctly so the [?] required is [?].
Low impact incidents should be resoved efficienctly so the resource required is reduced.
“Analysing information from software developers” is an activity of which phase of Problem Management?
Problem Identification
Which practice has a strong influence on the user experience and customers perception of the service provider?
Service Desk
Which practice is used to understand customers requirements for services?
Relationship Management
Why should some service requests be fullfilled with no additional approvals?
To streamline the fullfilment workflow
[?] impact [?] should be resolved [?].
High impact incidents should be resolved first.
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A Standard Change
Which type of change is most likely to be initiated as part of the ‘Service Request Management’ practice?
A Standard Chage
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
Formal Process
What skill is required by all Service Desk staff?
Demonstration of emotional intelligence
“Prioritization of problems based on the risk that they pose” is an activity of which practice?
Problem Management
Supplier Management is a skill required by which practice?
Service Level Management
Which step of the continual improvement model includes baseline assessments?
Where are we now?
What is the main benefit of ‘problem managment’?
Reducing the number and impact of incidents
What will not be handled as a service request
The degredation of a service
Which practice is responsible for handling various user requests, inluding feedback, compliments and complaints?
Service Request Management
A [?] facilitates outcomes that a customer aims to achieve?
Service
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What is the customer role responsible for?
Defining Requirements
Define Value
the perceived benefits, usefulness, and
requirements for a service
How can a customer contribute to risk mitigation?
Be fully aware of their own requirements for the service
What ensures that service providers and service consumers continuel to create value together?
Service Relationship Management
Which ITIL concept helps organization members make good decisions?
The Guiding Principles
Who are the key stakeholders that a service provider should work with?
Customer
Which guiding principle eliminates waste?
Keep It Simple and Practical
An organization which is undergoing an improvement initiative should [?] the existing methods and services.
Consider
