Mock test three Flashcards
What is the first step of the guiding principle focus on value?
Determine the service consumer in each situation
How does the principle think and work holistically help organizations when implementing ITIL?
Establishing an understanding of how all the parts of an organization work together in an integrated way
Which is a key consideration for the guiding principle keep it simple and practical?
SELECT THE CORRECT ANSWER
Try to create a solution for every exception
Always use the minimum number of steps to accomplish an objective
Ignore conflicting objectives of different stakeholders
Start with a complex solution and then simplify
Always use the minimum number of steps to accomplish an objective
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Progress iteratively with feedback
What are the types of asset management?
SELECT THE CORRECT ANSWER
IT asset management and software asset management
IT asset management and technical management
Operational management and IT asset management
Operational and technical management
IT asset management and software asset management
What is a disaster?
SELECT THE CORRECT ANSWER
Sudden unplanned event that causes great damage or serious loss to an organization
Unplanned interruption to IT service
Any change of state that has significance for the management of a service or other configuration item (CI)
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Sudden unplanned event that causes great damage or serious loss to an organization
New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?
SELECT THE CORRECT ANSWER
Phased deployment
Continuous delivery
Big bang deployment
Pull deployment
Big bang deployment
Which service management dimension is focused on activities?
SELECT THE CORRECT ANSWER
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Value streams and processes
Which of the following is a standard change?
SELECT THE CORRECT ANSWER
Resolving an incident or implementing a security patch
Moving a desktop for a single user
Increasing the memory of a server to avoid an incident
Uninstalling a new patch that has caused a high-priority incident
Moving a desktop for a single user
Which of the following is an example of workaround?
SELECT THE CORRECT ANSWER
Server memory is increased when the server is unresponsive
A defective network switch is replaced with a new one
A server is restarted to resolve an incident
An email server is restored after an incident is reported
A server is restarted to resolve an incident
Who defines the requirements for a service?
SELECT THE CORRECT ANSWER
Service provider
Customer
User
Sponsor
Customer
What is the key focus of the organizations and people dimension?
SELECT THE CORRECT ANSWER
Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
Roles and responsibilities
Which value chain activity ensures people understand the organization’s vision?
SELECT THE CORRECT ANSWER
Improve
Plan
Deliver and support
Obtain or build
Plan
Service is a means of enabling value co-creation by facilitating ________________.
SELECT THE CORRECT ANSWER
Warranty
Outcomes
Utility
Outputs
Outcomes
What is the definition of utility?
SELECT THE CORRECT ANSWER
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
The functionality offered by a product or service to meet a particular need
Which of the following statements describes the nature of guiding principles?
SELECT THE CORRECT ANSWER
A guiding principle can guide an organization in all circumstances
Each guiding principle mandates specific actions and decisions
An organization will select one of the principles to adopt
Guiding principles describe the processes that all organizations must adopt
A guiding principle can guide an organization in all circumstances
Which ITIL concept describes governance?
SELECT THE CORRECT ANSWER
The seven guiding principles
The four dimensions of service management
The service value chain
The service value system
The service value system
Which practice is the responsibility of everyone in the organization?
SELECT THE CORRECT ANSWER
Service level management
Change control
Problem management
Continual improvement
Continual improvement
Which activity captures the demand for incident resolution and service requests?
SELECT THE CORRECT ANSWER
Change control
Problem management
Service desk
Service catalogue management
Service desk
Which of the following can be used to access service desks?
SELECT THE CORRECT ANSWER
Phone calls
Text and social media messaging
All of the above
All of the above
Relationships among partners, suppliers, and a provider can range from ___ to ___.
a) simple contracts; complex, multi-level contracts
b) easy; difficult
c) flexible partnerships; formal agreements or contracts
d) inflexible; flexible
c) flexible partnerships; formal agreements or contracts
What are the three things we focus on when we enlighten and empower people?
a) their skills, knowledge, and mindset
b) policies, programs, and projects
c) policies, processes, and practices
d) knowledge, information, and wisdom
a) their skills, knowledge, and mindset
Which technical management practice can implement new computer components with the Big Bang approach?
a) Incident management
b) Infrastructure and platform management
c) Capacity and performance management
d) Deployment management
d) Deployment management
How does ‘service request management’ contribute to the ‘improve’ value chain activity?
c) It analyzes data to identify opportunities to provide new service request options
Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?
a) It can provide automated resolution and closure of complex incidents
b) It can ensure that incidents are resolved within the agreed upon timeframe in the SLA
c) It can provide automated matching of incidents to problems or known errors
d) It can provide specialized knowledge for solving complicated incidents
c) It can provide automated matching of incidents to problems or known errors
How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?
a) It ensures that users continue to be productive when they need assistance from the service provider
What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?
c) Acquiring pre-approved service components to help fulfill service requests
How does ‘service level management’ contribute to the ‘improve’ value chain activity?
a) Uses feedback from users about the service and requirements from customers to make the service better
What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?
d) Initiating standard changes to fulfill service requests
Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training’s website. Dion Training is responsible for managing the amount of storage space utilized on the service provider’s server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?
a) Service consumption
b) Service provision
c) Service offering
d) Warranty of a service
a) Service consumption
(T/F) “Continual improvement” should have minimal interaction with other practices.
False
Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.
(T/F) Everyone in the organization is responsible for some aspects of “continual improvement”.
True
(T/F) All improvement ideas should be logged in a single “continual improvement” register.
False
(T/F) A single team should carry out “continual improvement” across the organization.
False
What is the purpose of the ‘monitoring and event management’ practice?
a) To systematically observe services and service components
b) To capture demand for incident resolution and service requests
c) To restore normal service operation as quickly as possible
d) To manage workarounds and known errors
a) To systematically observe services and service components
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [_____], and the CIs that support them, is available when and where it is needed.
a) skills of people
b) authorization of changes
c) configuration of services
d) relationships with suppliers
c) configuration of services
Which is a purpose of the ‘relationship management’ practice?
a) To identify, analyze, monitor, and continually improve links with stakeholders
b) To systematically observe services and service components
c) To protect the information needed by the organization to conduct its business
d) To be the entry point and single point of contact for the service provider with all of its users
a) To identify, analyze, monitor, and continually improve links with stakeholders
Which statement about service relationship management is CORRECT?
a) It requires the service consumer to create resources for the service provider
b) It focuses on the fulfilment of the agreed service actions
c) It requires co-operation of both the service provider and service consumer
d) It focuses on the service actions performed by users
c) It requires co-operation of both the service provider and service consumer
Which action is performed by a service provider?
a) Requesting required service actions
b) Ensuring access to agreed resources
c) Authorizing budget for service consumption
d) Receiving of the agreed goods
b) Ensuring access to agreed resources
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [_____].
a) new methods
b) existing information
c) additional measurements
d) revised processes
b) existing information
