Part 1

Question 1

What is a Product ?

Answer 1

A product is a configuration of resources, created by the organization, that will be potentially valuable for their customers.

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A configuration of an organization’s resources designed to offer value for a consumer.

Question 2

What is a Service ?

A) A result for a stakeholder enabled by one or more outputs

B) A configuration of an organization’s resources designed to offer value for a consumer

C) A means of enabling value co creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

D) An offering designed to address the needs of a target consumer group or groups

Answer 2

C) “A service is a means of enabling value co creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”

Question 3

What is a Customer ?

Answer 3

A person who pays for the commodity or the delivery that they’re getting.

Question 4

Who is a User ?

Answer 4

A person who uses services. ( The Customer may or may not be a user of the Commodity/Service )

Question 5

Who is a Sponsor ?

Answer 5

A person who authorizes budget for service consumption.

Question 6

What is an Organnisation ?

Answer 6

An organisation is a person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives. (A company, an institution, or an individual)

Question 7

What is a Service Value Chain

Answer 7

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers

Question 8

What are the six activities in the service value chain which represent the steps an organisation takes in the creation of value

Answer 8

Plan Engage Design and Transition Obtain/Build Deliver and Support Improve

Question 9

What is the goal of the Monitoring and Event Management practice ?

Answer 9

To observe services and componets, and to recored any chnages in thier state. ( purpose statement )

We want to make sure that we can monitor what is happening in our infrastructure in our services and that we can actually make sense of those things. When something is happening, we need to categorise those events and we need to make sure that we understand what to do with those.

It could be informational or warning type of events , but it could also be exceptions.

-(identifying what services, systems, CIs, or other service components should be monitored, and establishing the monitoring strategy)

(establishing and maintaining thresholds and other criteria for determining which changes of state will be treated as events, and choosing criteria to define each type of event : informational, warning, or exception)

(establishing and maintaining policies for how each type of detected event should be handled to ensure proper management)

Question 10

What practice would we be looking at if we were looking to protect the information that an organisation needs for business

Answer 10

the information security management practise

Question 11

What is the practise to restore normal service operation as soon as possible

Answer 11

Incident Management Practise

Question 12

You have been tasked with the setup of an internal service desk in a small company you work for.

Ensuring that the right tools and applications will be used by the team is a consideration of which service management dimension?

Answer 12

Information and Technology

Because that is what it is about exactly this.

It’s about understanding what Technology, what Tools, and what information we need to be able to run or make our new initiative work.

If we want to build up a new services, we need to think about.

All the tools

the computers.

information you know, like building up a knowledge base

which tool to use for building up a knowledge base

how to handle incoming calls

what type of phones we want to have, which type of video and audio conferencing software do we want to use? And so on.

Question 13

A report or metric that serves as a starting point against which progress or change can be assessed.

Answer 13

Baseline

Question 14

Service Management is a set …

Answer 14

Service Management is a set of specialized organisational capabilities for enabling value to cutomers in the form of services.

Question 15

Which is the best description of the role of a customer?

A) The role that uses a service

B)The role that takes responsibility for the outcomes of the service consumption and defines the requirements of a service

C)The role that occurs when providing services to consumers

D)The role that authorizes budget for service consumption

Answer 15

C)The role that occurs when providing services to consumers

Question 16

Which is the correct definition of value?

A) The perceived benefits, usefulness and importance of something

B) What the customer says they require

C) The quality, costs and time to deliver a product or service

D) The service provider view of the cost involved in delivering the service

Answer 16

A) The perceived benefits, usefulness and importance of something

Question 17

Which of these is NOT a recognised type of change?

A) Normal

B) Emergency

C) Standard

D) Urgent

Answer 17

D

An urgent change is not a recognised change type in ITIL.

Any changes needing ‘urgent’ authorisation are recorded as emergency changes.

Standard and normal changes are recognised change types.

Question 18

What is the best definition of a service desk?

A) A practice focused on setting clear business-based targets for service levels

B) The single point of contact for the service provider with all its users

C) The practice that moves new or changed components in to live environments

D) The service desk is always a physically co-located team, which users contact to get help

Answer 18

B) The single point of contact for the service provider with all its users

Notes:

the service desk practice provides a single point of contact for all users it can be physical or virtual.

(a) practice of service level management
(c) practice of deployment management

Question 19

What is a stakeholder?

A) A person or organization that has an interest in an organization, product, service or practice

B) The role that is accountable for the delivery of a specific service

C) The role undertaken when someone takes on responsibility for providing services used by an organization

D) The role that uses a service

Answer 19

A) A person or organization that has an interest in an organization, product, service or practice

Notes:

(d) - Role of a user
(c) - role of a Service Provider
(b) - role of Service Owner

Question 20

Which is the BEST definition of service management?

A) The way services are delivered to customers

B) The way services are designed, transitioned and operated

C) The functions, procedures and processes used to deliver services to the consumers

D) A set of specialized organizational capabilities for enabling value for customers in the form of services

Answer 20

D) A set of specialized organizational capabilities for enabling value for customers in the form of services

Notes:

(a) this is a good answer but misses the “enablement of value through services” focus of service management
(b) is too focused on the outputs. It misses the “enablement of value through services” focus of service management

Question 21

What is a process?

A) A process is the provision of a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available

B) A process takes a defined set of inputs and transforms them into defined outputs

C) A process is a series of steps an organization undertakes to create and deliver products or services to consumers

D) A process is a detailed description to be followed in order to perform an individual activity

Answer 21

C) A process is a series of steps an organization undertakes to create and deliver products or services to consumers

Notes:

(a) - is a workaround
(b) - is the defintion of a value stream
(d) - is a work instruction

Question 22

Which is a key focus of the ‘value streams and processes’ dimension?

A) Knowledge bases

B) Roles and responsibilities

C) The activities the organization undertakes and how they are organised

D) Information created, managed and used in the course of service provision

Answer 22

D) Information created, managed and used in the course of service provision

Notes :

Activities, workflows, controls and procedures are a key focus of the ’value streams and processes’ dimension

Question 23

Which dimension includes the knowledge needed for the management of services?

A) Organizations and people

B) Information and technology

C) Partners and suppliers

D) Value streams and processes

Answer 23

B) Information and technology

Notes:

How knowledge is protected, managed, archived and disposed of is an active part of the considerations of the ‘information and technology’ dimension

Question 24

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

A) Organizations and people

B) Information and technology

C) Partners and suppliers

D) Value streams and processes

Answer 24

C) Partners and suppliers

Notes:

A key focus of the ‘partners and suppliers’ dimension is building and maintaining relationships with other organizations involved in any aspect of service provision

Question 25

Which of these should be considered as part of the ‘partners and suppliers’ dimension?

A) The level of integration and formality involved in relationships between organizations

B) The activities, workflows, controls and procedures needed to achieve the agreed objectives

C) The information created, managed and used in the course of service provision and consumption

D) The required skills and competencies of teams and individual team members of the organization

Answer 25

A) The level of integration and formality involved in relationships between organizations

Notes:
A) this is part of the ‘partners and suppliers’ dimension

(b) this is part of the ‘value streams and processes’ dimension
(c) this is part of the ‘information and technology’ dimension
(d) this is part of the ‘organizations and people’ dimension

Question 26

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

A) Organizations and people

B) Information and technology

C) Partners and suppliers

D) Value streams and processes

Answer 26

A) Organizations and people

Question 27

How does the Service Desk Practice contribute to the Engage Service Value Chain activity?

A) coordinating all activities during the rollout of new applications

B) ensuring that all stakeholders have been engaged in the definition of SLAs

C) acting as the main channel for operational engagement with users

D) providing first level support for customers

Answer 27

C) acting as the main channel for operational engagement with users

Question 28

Who are the main parties involved in the
definition of SLAs?

A) Service Provider and Customer
B) Customer and Vendor
C) Vendor and Service Provider
D) IT and Business

Answer 28

A) Service Provider and Customer

Question 29

Why should you utilize a CMDB within your
organization?

A. To get an overview of all your CIs and understand their
relationships
B. Because there is a regulatory requirement for it
C. To track all hardware related Incidents
D. To ensure that only approved versions are used when installing
software

Answer 29

A. To get an overview of all your CIs and understand their
relationships

Question 30

The Problem Management practice is meant
to…?

A. Reduce the number of Problems
B. Resolve Incidents that cannot be solved by the Service Desk
C. Identify and solve the unknown cause of one or more Incidents
D. Enable the expert teams to troubleshoot complex issues

Answer 30

C. Identify and solve the unknown cause of one or more Incidents

Question 31

Which guiding principle emphasizes the need
to understand the flow of work, identify
bottlenecks and remove waste?

A. Progress Iteratively With Feedback
B. Start Where You Are
C. Keep It Simple And Practical
D. Collaborate And Promote Visibility

Answer 31

D. Collaborate And Promote Visibility

Question 32

The percentage of successful versus failed
Changes is an example of what?

A. A Practice Success Factor
B. A Key Performance Indicator
C. A Performance Goal
D. A Critical Success Factor

Answer 32

B. A Key Performance Indicator

Question 33

Reusing resources if possible is a
recommendation of which Guiding Principle?

A.Start Where You Are
B. Focus on Value
C.Keep It Simple And Practical
D.Optimize And Automate

Answer 33

A.Start Where You Are

Question 34

What is the perceived benefit, usefulness, and
importance of something?

A. A Service
B. A Practice
C. Utility
D. Value

Answer 34

D. Value

Question 35

Moving configurations from one environment
to the next IS done by which Practice?

A. Release Management
B. Deployment Management
C. Configuration Management
D. Asset Management

Answer 35

B. Deployment Management

Question 36

How does the Service Request Practice
contribute to the Obtain/Build Service Value
Chain activity?

A. Delivery of support via the Service Desk
B. Management of all pre-defined Standard Changes
C. Acquisition of pre-approved service components may be fulfilled
through service requests
D. Correct categorization of Service Request Tickets

Answer 36

C. Acquisition of pre-approved service components may be fulfilled
through service requests