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ITIL > Practice Questions > Flashcards

Practice Questions Flashcards

1
Q

A service is a means of enabling value co-creation by facilitating __________ that customers want to achieve:
A. the warranty
B. outcomes
C. utility
D. outputs

A

Outcomes

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1
Q

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. the warranty
D. a service offering

A

Service Offering

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2
Q

Which term describes the functionality offered by a service?:
A. cost
B. utility
C. warranty
D. risk

A

Utility

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3
Q

Which joint activity performed by a service provider and service consumer ensures continual value co-creation:
A. service provision
B. service consumption
C. service offering
D. service relationship management

A

Service Relationship Management

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4
Q

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

Service

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5
Q

Which dimension of service management considers governance, management, and communication?:
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

A

Organisations & People

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6
Q

The purpose of the __________ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives:
A. ‘focus of value’ guiding principles
B. four dimensions of service management
C. service value system
D. ‘service request management’ practice

A

Service Value System

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7
Q

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

A

Corporate Culture of the Organisation

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8
Q

Which value chain activity communicates the current status of all four dimensions of service management?:
A. improve
B. engage
C. obtain/build
D. plan

A

Plan

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9
Q

How do all value chain activities transform inputs to outputs?:
A. by determining service demand
B. by using a combination of practices
C. by using a single functional team
D. by implementing process automation

A

By using a combination of practices

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10
Q

What is a guiding principle?

A

A recommendation that guides an org in all circumstances, regardless of change in its goals, strategies, type of work or management structure. Universal & enduring.

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11
Q

List the seven guiding principles

A

Focus on value, start where you are, progress iteratively with feedback, collaborate & promote visibility, think & work holistically, keep it simple & practical, optimise & automate

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12
Q

What should you NOT do with individual guiding principles?

A

Use them in isolation

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13
Q

Complete the missing words: The [?] to optimization.

A

Road

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14
Q

Complete the missing words: Increasing [?] through [?]

A

Urgency, visibility

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15
Q

Which service management dimension is focused on activities, and how they are coordinated?:
A. organizations and people
B. information and technology
C. partners and suppliers
D. value streams and processes

A

Value Streams & Processes

16
Q

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 & Work Holistically

17
Q

Which guiding principle recommends collecting data before deciding what can be reused?:
A. focus on value
B. start where you are
C. keep it simple and practical
D. progress iteratively with feedback

A

Start Where you Are

18
Q

Which value chain activity ensures that people understand the organization’s vision?:
A. improve
B. plan
C. deliver
D. obtain/build

A

Plan

19
Q

Which ITIL concept describes governance?:
A. the seven guiding principles
B. the four dimensions of service management
C. the service value chain
D. the service value system

A

Service Value System

20
Q

Complete the missing words:
The purpose of the change enablement practice is to [?] the number of [?] service and product changes by ensuring that [?] have been properly assessed, authorizing changes to proceed, and managing the change schedule.

A

Maximise, successful, risks

21
Q

What skills should service desk staff have?

A
  • incident analysis and prioritization
  • effective communication
  • empathy
  • excellent customer service skills
  • emotional intelligence
22
Q

Complete the missing words:
The definition of an incident is an [?] interruption to a service or a [?] in the [?] of a service.

A

Unplanned, reduction, quality

23
Q

Which of these are the three phases of problem management?:
issue resolution
problem identification
problem control
error control
problem resolution.

A

problem identification
problem control
error control

24
Q

Value is the [?] benefits, usefulness, and importance of something:
A. Inherent
B. Perceived
C. Objective
D. Marketing

A

Perceived

25
Q

An organization is a [?] that has its own functions with responsibilities, authorities, and relationships to achieve its objectives:
A. Business or company
B. For-profit or non-profit
C. Person or group
D. Community or society

A

Person or group

26
Q

Service relationships are established between two or more stakeholder organizations to [?]:
A. Provide goods and access to resources and perform actions
B. Provide and consume services
C. Conduct business
D. Co-create value

A

Co-create value

27
Q

Select the BEST answer. A consumer is an organization that [?] services:
A. Uses
B. Provides
C. Authorises the budgets for
D. Receives

A

Receives

28
Q

Three specific roles are involved in service consumption: customers who [?], users who use services, and sponsors that [?]:
A. Pay for services, promote services
B. Define requirements, authorise budgets
C. Use services, define requirements and authorize budgets
D. Define requirements and authorise budgets, promote services

A

Define requirements, authorise budgets

29
Q

Customers, users and sponsors:
A. Cannot be the same person or organization
B. Cannot have the same expectations of services
C. Can only be people and not organizations
D. Can have different and even conflict service expectations

A

Can have different and even conflicting service expectations

30
Q

A [?] is a configuration of an organization’s resources designed to offer value to a consumer:
A. Service offering
B. Service management system
C. Service
D. Product

A

Product

31
Q

A [?] is a means of enabling value co-creation by facilitating desired outcomes for customers:
A. Service offering
B. Service management system
C. Service
D. Product

A

Service

32
Q

A [?] is a description of one or more services designed to address the needs of a target consumer group:
A. Service offering
B. Service management system
C. Service
D. Product

A

Service Offering

ITIL (7 decks)

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