mock test Flashcards
How should an organization include third-party suppliers in the continual improvement of service?
A. Ensure the suppliers include details of their approach to service improvement in contracts
B. require evidence that the supplier uses agile development methods
C. Require evidence that the supplier implements all improvements using project management practices
D. ensure that all supplier problem management activities result in improvements
A. Ensure the suppliers include details of their approach to service improvement in contracts
What considerations influence the supplier strategy of an organization?
A. contracts and agreements
B. Type of cooperation with suppliers
C. Corporate culture of the organization
D. Level of formality
C. Corporate culture of the organization
What practice has a purpose that includes restoring normal service operation as quickly as possible?
A. Supplier management
B. Deployment management
C. problem management
D. Incident management
D. Incident management
Which practice is responsible for moving components to live environments?
A. Change control
B. Release management
C. IT asset management
D. Deployment management
D. Deployment management
Which practice includes the classification and ownership of queries and requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management
A. Service desk
Which practice identifies metrics that reflect the customers experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
C. Service level management
Why should service desk staff detect recurring issues?
A. To help identify problems
B. To escalate incidents to the correct support team
C. To ensure Effective handling of service requests
D. To engage the correct change authority
A. To help identify problems
Which value chain activity communicates the current status of all four dimensions of service management?
A. Improve
B. Engage
C. Obtain/build
D. Plan
D. Plan
Why should incidents be prioritized?
A. To help automated matching of incidents to problems or known errors
B. To identify which support team the incident should be escalated to.
C. To ensure that incidents with the highest business impact are resolved first
D. To encourage a high level of collaboration within and between teams
C. To ensure that incidents with the highest business impact are resolved first
What is the purpose of the relationship management practice?
A. To align the organizations practices and services with changing business needs
B. To establish and nurture links between the organization and its stakeholders at strategic and tactical levels
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To establish and nurture links between the organization and its stakeholders at strategic and tactical levels
Which is intended to help an organization adopt and adapt ITIL guidance?
A. The four dimensions of service management
B. The guiding principles
C. The service value chain
D. Practices
B. The guiding principles
Which guiding principles describes the importance of doing something, instead of spending a long time analyzing different options?
A. Optimize and automate
B. Start where you are
C. Focus on value
D. Progress iteratively with feedback
D. Progress iteratively with feedback
What does the service request management practice depend on for maximum efficiency?
A. Compliments and complaints
B. Self-service tools
C. Processes and procedures
D. Incident management
C. Processes and procedures
Which statement about the service desk practice is CORRECT?
A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes
D. It needs a practical understanding of the business processes
Which statement about known errors and problems is CORRECT?
A. Known error is the status assigned to a problem after it has been analyzed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed by service management staff
A. Known error is the status assigned to a problem after it has been analyzed
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A. A service
B. An output
C. A practice
D. Continual improvement
A. A service
Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
B. Centralizing change authorization to a single person is the most effective means of authorization
C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
D. Standard changes are high risk and should be authorized by the highest level of change authority
A. A change authority should be assigned to each type of change and change model
Which practice may involve the initiation of disaster recovery?
A. Incident management
B. Service request management
C. Service level management
D. IT asset management
A. Incident management
Which statement about the value chain activities is CORRECT?
A. Every practice belongs to a specific value chain activity
B. A specific combination of value chain activities and practices forms a service relationship
C. Service value chain activities form a single workflow that enables value creation
D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs
D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs
What is the purpose of the supplier management practice?
A. To ensure that the organizations suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
B. To align the organizations practices and services with changing business needs through the ongoing identification and improvement of services
C. To ensure that the organizations suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
D. To ensure that accurate and reliable information about the configuration of suppliers services is available when and where it is needed
A. To ensure that the organizations suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
What type of change is MOST likely to be managed by the service request management practice?
A. A normal change
B. An emergency change
C. A standard change
D. An application change
C. A standard change
Which practice has the purpose of making new and changed services and features available for use?
A. Change control
B. Service request management
C. Release management
D. Deployment management
C. Release management
Which value chain activity ensures people understand the organizations vision?
A. Improve
B. Plan
C. Deliver and support
D. Obtain/build
B. Plan
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
B. Service request management
Which guiding principle recommends collecting data before deciding what can be re-used?
A. Focus on value
B. Start where you are
C. Keep it simple and practical
D. Progress iteratively with feedback
B. Start where you are
Which is NOT usually included as a part of incident management?
A. Scripts for collecting initial information about incidents
B. Formalized procedures for logging incidents
C. Detailed procedures for the diagnosis of incidents
D. The use of specialized knowledge for complicated incidents
C. Detailed procedures for the diagnosis of incidents
What should all continual improvement decisions be based on?
A. Details of how services are measured
B. Accurate and carefully analyzed data
C. An up-to-date balanced scorecard
D. A recent maturity assessment
B. Accurate and carefully analyzed data
What is the definition of warranty?
A. A tangible or intangible deliverable that is produced by carrying out an activity
B. The assurance that a product or service will meet agreed requirements
C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
D. The functionality offered by a product or service to meet a particular need
B. The assurance that a product or service will meet agreed requirements
What is the effect of increased automation on the service desk practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decreases in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams
A. Greater ability to focus on customer experience when personal contact is needed
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
A. Value
B. An outcome
C. Warranty
D. A service offering
D. A service offering
Which is NOT a key focus of the information and technology dimension?
A. Security and compliance
B. Communication systems and knowledge bases
C. Workflow management and inventory systems
D. Roles and responsibilities
D. Roles and responsibilities
Which practices are typically involved in the implementation of a problem resolution?
A. Continual improvement and service request management
B. Service request management and service level management
C. Service level management and change control
D. Continual improvement and change control
D. Continual improvement and change control
What is the definition of change?
A. To add, modify or remove anything that could have a direct or indirect effect on services
B. To ensure that accurate and reliable information about the configuration of services is available
C. To make new and changed services and features available to use
D. To move new or changed hardware, software, or any other component to live environments
A. To add, modify or remove anything that could have a direct or indirect effect on services
Which practice provides a single point of contact for users?
A. Incident management
B. Change control
C. Service desk
D. Service request management
C. Service desk
Which guiding principle recommends that the four dimensions of service management are considered?
A. Think and work holistically
B. Progress iteratively with feedback
C. Focus on value
D. keep it simple and practical
A. Think and work holistically
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
A. Focus on value
B. Start where you are
C. Progress iteratively with feedback
D. Collaborate and promote visibility
C. Progress iteratively with feedback
Which practice is the responsibility of everyone in the organization?
A. Service level management
B. Change control
C. Problem management
D. Continual improvement
D. Continual improvement
How does categorization of incidents assist the incident management practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived
A. It helps direct the incident to the correct support area
Which is a recommendation of the continual improvement practice?
A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
B. All improvements should be managed as multi-phase projects
C. ‘Continual improvement’ should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives
A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
Which is a potential benefit of using an IT service management tool to support the incident management practice?
A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated resolution and closure of complex incidents
C. It may ensure that supplier contracts are aligned with the needs of the service provider
D. It may provide automated matching of incidents to problems or errors
D. It may provide automated matching of incidents to problems or errors
How should an organization adopt continual improvement methods?
A. use a new method for each improvement the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles
B. Select a few key methods for the types of improvement that the organization handles
