Mock Test One Flashcards
Which guiding principle is most affected by CX (customer experience)?
Focus on value
Which are the two main focus of “Organization and people”?
Roles and responsibilities
Which one is not a MAIN focus for “partner and suppliers”?
Workflow management and inventory systems
Which ITIL concept describes the Service Value Chain?
SVS or Service Value system
What is “schedule change” NOT used for?
For developing features
How can you make sure to solve first the incidents that have a major impact?
By implementing incident classification
Which incidents should be logged?
Every incident should be logged with no exclusion
Which is NOT a phase in problem management?
Problem classification is not
What should be always included in the SLA?
Clearly defined service outcomes.
How is defined any valuable component that can contribute to deliver an IT service or product?
As an IT asset
(T/F) Service desks should always be a physical team in a single fixed location.
False
(T/F) Service desks should be designed based on your organization, its business processes, and the user requirements.
True
(T/F) Service desks should always use a virtual service desk to save money.
False
(T/F) Service desks should always be local to the organization they support.
False
What activity is the main channel for communication and collaboration with users?
Service desk
A change that must be implemented as soon as possible because it is required to resolve an incident or security issue.
emergency change
Who is responsible for approving a change within the organization?
Change authority
A sponsor is a person who authorizes ___ for service consumption.
a) Outcomes
b) Requirements
c) Outputs
d) Budget
d) Budget
The ___ is the practice of capturing demand for incident resolution and service requests.
service desk
The functionality offered by a product or service to meet a particular need.
utility
What does a centralized service desk require?
A knowledge base
Service desk receives a call where a user left the workstation and after coming back the laptop does not connect to the wifi. Which scenario is it?
Incident
Service desk has received 13 calls all reporting a connectivity issue, which scenario is it?
Problem
After 13 calls of reporting the connectivity issue the team has identified the issue in a broken switch that will be replaced in the next hours, calls keep coming. How should help desk categorize them?
As known error
After receiving calls reporting the same issue the IT team has found a workaround and posted it in the intranet for the users, which activity of the service value chain is this?
Engage
A user called reporting that he can’t connect to the office’s printer, which scenario is this?
Incident
What type of service desk is, if the whole team has been located in the same building or physical location?
Centralized
Definition of accetable criteria
A list of minimum requirements that an IT service or service component must have, to be considered acceptable by the key stakeholders.
Which Value Service Chain activity ensures the availability of service components?
Obtain and build
Your company has purchased 3 new routers that will be available in the next month, in the meanwhile your team is making all the necessary configurations. Which activity of the service value chain is this?
Obtain and build
Which is NOT a component of the service value system?
a) Opportunity and demand
b) The service value chain
c) Governance
d) Continual improvement
a) Opportunity and demand
Which of the following is NOT an activity within the service value chain?
a) Service relationships
b) Improve
c) Design and Transition
d) Obtain/Build
a) Service relationships
Which ITIL concept describes continual improvement?
Service value system
What is NOT a phase in problem management?
a) Problem identification
b) Error control
c) Problem control
d) Incident logging
d) Incident logging
Which of the four dimensions is concerned with “the supporting information and knowledge needed to deliver and manage the services”?
a) Partners and suppliers
b) Information and technology
c) Value streams and processes
d) Organization and people
b) Information and technology
Which of these are a key focus of the ‘value streams and processes’ dimension?
a) Workflow management and inventory systems
b) Activities that transform inputs into outputs
c) Roles and responsibilities
d) Contracts and agreements
b) Activities that transform inputs into outputs
Which service management dimension is focused on an organization’s relationships with other organizations in order to deliver its services?
Partners and suppliers
Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?
think and work holistically
Which guiding principle is focused on increasing communication both within the project and outside of it?
a) Keep it simple and practical
b) Collaborate and promote visibility
c) Progress iteratively with feedback
d) Optimize and automate
b) Collaborate and promote visibility
Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?
a) Customer feedback
b) Competitor’s metrics
c) Operational metrics
d) Business metrics
b) Competitor’s metrics
