Practice Test Questions Flashcards

Question

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? A. Service configuration management B. Service desk C. IT asset management D. Monitoring and event management

Answer 1

A. Service configuration management "The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them".

Answer 2

A. Plan "The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization."

Answer 3

D. Keep it simple and practical The guiding principle 'keep it simple and practical' makes the recommendation "If a process, service, action or metric fails to provide value or produces no useful outcome, then eliminate it."

Answer 4

B. By using a combination of practices "To convert inputs into outputs, the value chain activities use different combinations of ITIL practices."

Answer 5

A. A change "Change: The addition, modification, or removal of anything that could have a direct or indirect effect on services."

Answer 6

D. Service desk "Service desks provide a clear path for users to report issues, queries and requests."

Answer 7

C. Service level management "They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics".

Answer 8

A. Greater ability to focus on customer experience when personal contact is needed "With increased automation… The impact on service desks is reduced phone contact, less low-level work, and a greater ability to focus on excellent CX when personal contact is needed".

Answer 9

C. Service desks should understand the business "Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users." the correct answer was: Service desks should understand the business

Answer 10

C. Utility Value is defined as "the perceived benefits, usefulness and importance of something."

Answer 11

B. Understand how each element contributes to value creation "When analyzing a practice, process, service, metric, or other improvement target, always ask whether it contributes to value creation."

Answer 12

A. A change authority should be assigned to each type of change and change model "It is essential that the correct change authority is assigned to each type of change to ensure that change control is both efficient and effective."

Answer 13

D. The person or group who approves a change before it is deployed "The person or group who authorizes a change is known as a change authority." the correct answer was: The person or group who approves a change before it is deployed

Answer 14

A. Service level management "The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments, for testing or staging."

Answer 15

C. Corporate culture of the organization "Corporate culture: some organizations have a historical preference for one approach over another. Long-standing cultural bias is difficult to change without compelling reasons."

Answer 16

D. Deployment management "The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments."

Answer 17

D. A request from a user for provision of a pre-defined resource A service request is defined as "a request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery". A request for a technology change is not "a normal part of service delivery". This would be handled as a normal change.

Answer 18

C. It provides an outcome-based view of services "They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics."

Answer 19

D. They should each be reviewed for every initiative The principles are reviewed for each initiative. "Organizations should not use just one or two of the principles, but should consider the relevance of each of them and how they apply together".

Answer 20

B. analyzed A known error is "A problem that has been analyzed but has not been resolved". If a problem has been logged but not analyzed, it would not be considered a known error.

Answer 21

A. Service desk "Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned".

Answer 22

D. Service level management "The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner." This may include reviews of how service requests were managed, but service reviews are part of service level management, which considers all aspects of the service.

Answer 23

B. It ensures continual improvement of services, and practices across all value chain activities and the four dimensions "The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."

Answer 24

C. Some incidents should be resolved by the users themselves using self-help "Some incidents will be resolved by the user themselves, using self-help".

Answer 25

D. Change control' manages changes to products and services, 'Organizational change management' manages the people aspects of change These are all managed as part of the 'change control' practice. "The scope of change control is defined by each organization. It will typically include all IT infrastructure, applications, documentation, processes, supplier relationships and anything else that might directly or indirectly impact a product or service."

Answer 26

C. Start where you are "Assess where you are: Services and methods already in place should be measured and/or observed directly to properly understand their current state and what can be reused from them."

Answer 27

D. A description of how components and activities work together to enable value creation Correct. "The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation."

Answer 28

B. They enable the appropriate adaptation of service management This relates to processes. "A process is a set of activities that transform inputs to outputs. Processes describe what is done to accomplish an objective, and well-defined processes can improve productivity within and across organizations."

Answer 29

A. Service configuration management "The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed."

Answer 30

B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels "The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders."

Answer 31

A. To ensure that the organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services "The purpose of the supplier management practice is to ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services".

Answer 32

D. 1 and 4 (1) and (4) "The organizations and people dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service."

Answer 33

B. The guiding principles "To support a holistic approach to service management, ITIL defines four dimensions that collectively are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services." Adopting ITIL to address these four dimensions of ITSM helps to facilitate value but does not help the organization to adapt ITIL guidance to its organization.

Answer 34

A. Any component that needs to be managed in order to deliver a service This is part of the definition of change, which is "the addition, modification, or removal of anything that could have a direct or indirect effect on services. "

Answer 35

B. 2 and 3 "The person or group who authorizes a change is known as a change authority." The change authority authorizes the change before deployment, they do not need to communicate widely to identify who the change authority is. "Regardless of who the change authority is, they may need to communicate widely across the organization. The risk assessment activity, for instance, may require them to gather input from many people with specialist knowledge." (3) "Additionally, there is usually a need to communicate information about the change to ensure people in IT and the business are fully prepared before it is deployed." the correct answer was: 2 and 3

Answer 36

C. The implementation of a security patch to a critical software application Emergency changes are "Changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch."

Answer 37

A. Think and work holistically The ‘focus on value’ guiding principle ensures that everything that the organization does links back to providing value to service consumers. It is not primarily concerned with addressing the four dimensions of service management.

Answer 38

B. Continual improvement "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 active participation in continual improvement activities to be a core part of their job."

Answer 39

D. Something created by carrying out an activity An output is "A tangible or intangible deliverable of an activity". the correct answer was: Something created by carrying out an activity

Answer 40

C. Service desks should understand the business "Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users."

Answer 41

D. Every incident should be logged and managed, and resolved in a time that meets user expectations "Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user".

Answer 42

C. Release management "The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments."

Answer 43

B. pre-defined "The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner."

Answer 44

A. There should at least be a small team dedicated to leading 'continual improvement' efforts

Answer 45

D. After the costs and benefits of the solution have been analyzed "Error control also includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits."

Answer 46

B. Collaborate and promote visibility 'Keep it simple and practical' states that the organization should use the minimum number of steps, and eliminate steps that produce no useful outcome. This does imply that you should uncover waste, but it does not specifically highlight the need to understand the flow of work and identify bottlenecks.

Answer 47

A. It helps direct the incident to the correct support area The category is concerned with the type of incident whereas priority is determined by business impact. "Incidents are prioritized based on agreed classification to ensure that incidents with the highest business impact are resolved first."

Answer 48

B. To systematically observe services and service components, and record and report selected changes of state "The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events".

Answer 49

C. Sponsor "These roles can be separate or combined ... Sponsor: A person who authorizes budget for service consumption"

Answer 50

A. A service Practices are "Sets of organizational resources designed for performing work or accomplishing an objective." the correct answer was: A service

Answer 51

B. Optimize and automate 'Keep it simple and practical' says "always use the minimum number of steps to accomplish an objective. Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes. If a process, service, action or metric fails to provide value or produces no useful outcome, then eliminate it". This principle does not specifically address the issue of technology and automation. the correct answer was: Optimize and automate

Answer 52

D. Continual improvement "Continual improvement is everyone’s responsibility" and "The commitment to and practice of continual improvement must be embedded into every fibre of the organization" the correct answer was: Continual improvement

Answer 53

B. A request from a user for something which is a normal part of service delivery This would be supported by the 'change control' practice. "Definition: Change. The addition, modification, or removal of anything that could have a direct or indirect effect on services." Normal changes "need to be scheduled, assessed, and authorized". the correct answer was: A request from a user for something which is a normal part of service delivery

Answer 54

B. Any valuable component that can contribute to delivery of an IT service An IT asset is defined as "Any financially valuable component that can contribute to the delivery of an IT product or service." the correct answer was: Any valuable component that can contribute to delivery of an IT service

Answer 55

A. Continual improvement "The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services." the correct answer was: Continual improvement

Answer 56

B. outcomes "Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption." the correct answer was: outcomes

Answer 57

D. Change control "All changes should be assessed by people who are able to understand the risks and the expected benefits; the changes must be then authorized before they are deployed." The definition of change is "The addition, modification, or removal of anything that could have a direct or indirect effect on services." "The scope of change control is defined by each organization. It will typically include all IT infrastructure, applications..." the correct answer was: Change control

Answer 58

A. Guiding principles can guide an organization in all circumstances A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory. the correct answer was: Guiding principles can guide an organization in all circumstances

Answer 59

C. Service desk "The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users." the correct answer was: Service desk

Answer 60

D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs "Value chain activities use different combinations of ITIL practices". No practice belongs to a single value chain activity. the correct answer was: Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Answer 61

B. It may provide automated matching of incidents to problems or known errors "Modern IT service management tools can provide automated matching of incidents to other incidents, problems or known errors". the correct answer was: It may provide automated matching of incidents to problems or known errors

Answer 62

C. A deliverable from an activity The definition of an output is "A tangible or intangible deliverable of an activity." the correct answer was: A deliverable from an activity

Answer 63

D. Continual improvement "Included in the scope of the continual improvement practice is the development of improvement-related methods and techniques and the propagation of a continual improvement culture across the organization, in alignment with the organization’s overall strategy." the correct answer was: Continual improvement

Answer 64

B. Accurate and carefully analyzed data

Answer 65

B. outcomes The definition of 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". the correct answer was: outcomes

Answer 66

B. Opportunity and demand "The key inputs to the SVS are opportunity and demand." the correct answer was: Opportunity and demand

Answer 67

C. Any person or group of people that is responsible for what it achieves "Organization: A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives." the correct answer was: Any person or group of people that is responsible for what it achieves

Answer 68

B. It should be prioritized based on its potential impact and probability "Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability." the correct answer was: It should be prioritized based on its potential impact and probability

Answer 69

C. A standard change "Normal changes: These are changes that need to be scheduled, assessed, and authorized". This is supported by the ‘change control’ practice, not by 'service request management'. the correct answer was: A standard change

Answer 70

C. Processes and procedures "Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice." the correct answer was: Processes and procedures

Answer 71

A. Using the service provider's resources This is service provision, not service consumption. "Service provision includes: ...access to these resources for users." the correct answer was: Using the service provider's resources

Answer 72

B. Start where you are The guiding principle 'start where you are' advises "Having a proper understanding of the current state of services and methods is important to selecting which elements to re-use, alter, or build upon." the correct answer was: Start where you are

Answer 73

C. To plan changes and help avoid conflicts "The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources." the correct answer was: To plan changes and help avoid conflicts

Answer 74

D. A request from a user for provision of a pre-defined resource A request from a customer to develop a new IT service is not "a request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery". the correct answer was: A request from a user for provision of a pre-defined resource

Answer 75

A. To add, modify or remove anything that could have a direct or indirect effect on services A change is the "addition, modification, or removal of anything that could have a direct or indirect effect on services". the correct answer was: To add, modify or remove anything that could have a direct or indirect effect on services

Answer 76

D. Progress iteratively with feedback 'Optimize and automate' says that you should understand and optimize something before you automate it. "Attempting to automate something that is complex or sub-optimal is unlikely to achieve the desired outcome." the correct answer was: Progress iteratively with feedback

Answer 77

D. Information created and used in the course of service provision and consumption 'The Information and technology' dimension "includes the information created, managed and used in the course of service provision and consumption". the correct answer was: Information created and used in the course of service provision and consumption

Answer 78

D. Obtain/build "The purpose of the obtain/build value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications". the correct answer was: Obtain/build

Answer 79

C. Progress iteratively with feedback The ‘focus on value’ guiding principle helps to ensure that you consider all aspects of value for the service consumer, as well as the service provider and other stakeholders. It does not specifically describe organizing work into smaller, manageable sections that can be executed and completed in a timely manner. the correct answer was: Progress iteratively with feedback

Answer 80

B. Service desk The 'service desk' practice "should also be the entry point and single point of contact for the service provider with all of its users." and "service desks are moving to provide more self-service logging and resolution directly via online portals and mobile applications." the correct answer was: Service desk

Answer 81

B. management "The purpose of IT asset management is to plan and manage the full lifecycle of all IT assets." the correct answer was: management

Answer 82

C. Problem management "The purpose of the service desk practice is to capture demand for incident resolution and service requests". the correct answer was: Problem management

Answer 83

D. Deployment management "The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments." the correct answer was: Deployment management

Answer 84

D. They should each be reviewed for every initiative The principles are reviewed for each initiative. "Organizations should not use just one or two of the principles, but should consider the relevance of each of them and how they apply together". the correct answer was: They should each be reviewed for every initiative

Answer 85

B. Value "Increasingly, organizations recognize that value is co-created through an active collaboration between providers and consumers, as well as other organizations that are part of the relevant service relationships." the correct answer was: Value

Answer 86

C. Feedback loop "A feedback loop is a term commonly used to refer to a situation where part of the output of an activity is used for new input." the correct answer was: Feedback loop

Answer 87

C. Service value chain "To support a holistic approach to service management, ITIL defines four dimensions that collectively are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services." The four dimensions do not describe the steps an organization takes in the creation of value. the correct answer was: Service value chain

Answer 88

C. Partners and suppliers Within the 'partners and suppliers' dimension "Relationships between organizations may involve various levels of integration and formality. This ranges from formal contracts with clear separation of responsibilities, to flexible partnerships where parties share common goals and risks". the correct answer was: Partners and suppliers

Answer 89

D. Roles and responsibilities "The organizations and people dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service." the correct answer was: Roles and responsibilities

Answer 90

D. Observation should be the primary means of assessing current status, supported by measurement "The use of measurement is important to this principle. It should, however, support but not replace what is observed, as over-reliance on data analytics and reporting can unintentionally introduce biases and risks in decision-making." the correct answer was: Observation should be the primary means of assessing current status, supported by measurement

Answer 91

B. Understanding the vision and objectives of the organization The first step of the principle 'optimize and automate' is: "Understand and agree the context in which the proposed optimization exists. This includes agreeing the overall vision and objectives of the organization." the correct answer was: Understanding the vision and objectives of the organization

Answer 92

A. services "The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events." the correct answer was: services

Answer 93

B. IT asset management "The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels." the correct answer was: IT asset management

Answer 94

A. To help identify problems "The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner." Detection of recurring issues by the service desk is not required to do this. the correct answer was: To help identify problems

Answer 95

D. Incident management "The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments, for testing or staging." the correct answer was: Incident management

Answer 96

A. The user, or their authorized representative A customer is "A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption ". A customer could also be a user, and in that role they may submit a service request. the correct answer was: The user, or their authorized representative

Answer 97

C. The problem remains in the known error status The problem record is not deleted. "Workarounds are documented in problem records... the problem remains in the known error status, and the documented workaround is applied should related incidents occur". the correct answer was: The problem remains in the known error status

Answer 98

C. services Service management is defined as "a set of specialized organizational capabilities for enabling value for customers in the form of services." the correct answer was: services

Answer 99

C. To ensure that incidents with the highest business impact are resolved first "Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first." the correct answer was: To ensure that incidents with the highest business impact are resolved first

Answer 100

A. Focus on value 'Progress iteratively with feedback' recommends "organizing work into smaller, manageable sections that can be executed and completed in a timely manner." the correct answer was: Focus on value

Answer 101

A. Incident management "In some extreme cases, disaster recovery plans may be invoked to resolve an incident." the correct answer was: Incident management

Answer 102

"The organizations and people dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service." the correct answer was: Roles and responsibilities

Answer 103

A. Problem identification "Problem control activities include problem analysis, and documenting workarounds and known errors." the correct answer was: Problem identification

Answer 104

B. Service provision Service relationship management is defined as the "joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings." the correct answer was: Service provision

Answer 105

A. Think and work holistically The ‘focus on value’ guiding principle ensures that everything that the organization does links back to providing value to service consumers. It is not primarily concerned with addressing the four dimensions of service management. the correct answer was: Think and work holistically

Answer 106

B. They enable the appropriate adaptation of service management "The guiding principles defined here embody the core messages of ITIL and of service management in general, supporting successful actions and good decisions of all types and at all levels. They can be used to guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances." the correct answer was: They enable the appropriate adaptation of service management

Answer 107

B. Select a few key methods for the types of improvement that the organization handles The guidance describes how there are many methods that can used for improvement initiatives and warns against using too many. the correct answer was: Select a few key methods for the types of improvement that the organization handles

Answer 108

C. To help focus on defined outcomes and not just operational metrics SLAs "They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes." the correct answer was: To help focus on defined outcomes and not just operational metrics

Answer 109

A. Optimize first, then automate "Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable." the correct answer was: Optimize first, then automate

Answer 110

C. A deliverable from an activity The definition of an output is "A tangible or intangible deliverable of an activity." the correct answer was: A deliverable from an activity

Answer 111

C. Provision of seamless, quality products and services The purpose of the 'supplier management' practice is "to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services." the correct answer was: Provision of seamless, quality products and services

Answer 112

D. Value streams and processes The 'information and technology' dimension includes "the... information and knowledge necessary for service management, as well as the technologies required". the correct answer was: Value streams and processes

Answer 113

B. Service level management "Service level management provides the end-to-end visibility of the organization’s services. To achieve this, service level management:... captures and reports on service issues, including performance against defined service levels." the correct answer was: Service level management

Answer 114

B. Plan The purpose of the 'deliver and support' value chain activity is "to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations." the correct answer was: Plan

Answer 115

A. A person who uses services A customer is defined as "a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption". the correct answer was: A person who uses services

Answer 116

D. 1 and 4 (2) Service level management "ensures the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services," not just through customer engagement. the correct answer was: 1 and 4

Answer 117

B. Customer and user experience This is part of 'think and work holistically'. "Establishing an understanding of how all the parts of an organization work together in an integrated way... requires end-to-end visibility of how demand is captured and translated into outcomes." the correct answer was: Customer and user experience

Answer 118

D. Value streams and processes The ‘value streams and processes’ dimension "focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively." the correct answer was: Value streams and processes

Answer 119

B. A change authority should be assigned for each type of change and change model "It is essential that the correct change authority is assigned to each type of change to ensure that change control is both efficient and effective." For normal changes, "change models based on the type of change determine the roles for assessment and authorization". the correct answer was: A change authority should be assigned for each type of change and change model

Answer 120

A. Organizations and people "It is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model." the correct answer was: Organizations and people

Answer 121

A. Deliver and support "The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization". the correct answer was: Deliver and support

Answer 122

D. When stakeholders have poor visibility of improvement work, they may think it has low priority "It is not necessary, or even always wise, to get consensus from everyone involved in an initiative before proceeding". the correct answer was: When stakeholders have poor visibility of improvement work, they may think it has low priority

Answer 123

B. 'Incident management' and 'request management' "The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule." Demand for change control generally comes from customers and internal IT staff, however the service desk is for capturing demand from users. the correct answer was: 'Incident management' and 'request management'

Answer 124

C. It provides an outcome-based view of services "They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics." the correct answer was: It provides an outcome-based view of services

Answer 125

A. Customer engagement "Customer feedback: This is ideally gathered from a number of sources, both formal and informal, including: Surveys... Key business-related measures" Surveys are "Both event-based, from immediate feedback such as follow up questions to specific incidents, and from more reflective periodic surveys that gauge feedback on the overall service experience." Key business related measures are "measures agreed between the service provider and its customer, based on what the customer values as important. This could be a bundle of SLA metrics or a very specific business activity such as a sales transaction, project completion, or operational function such as getting an ambulance to the site of an accident within x minutes." the correct answer was: Customer engagement

Answer 126

D. protect "The purpose of the information security management practice is to protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action)." the correct answer was: protect

Answer 127

D. A service offering Service providers define combinations of goods, access to resources and service actions, to address the needs of different consumer groups. These combinations are called service offerings. the correct answer was: A service offering

Answer 128

C. Obtain/Build The purpose of 'obtain/build' value chain activity is to "ensure that service components are available when and where they are needed, and meet agreed specifications." An input of the activity is "requirements and specifications provided by design and transition" and an output is "service components for deliver and support". the correct answer was: Obtain/Build

Answer 129

D. Well-known "Regardless of the complexity, the steps to fulfil the request should be well-known and proven." the correct answer was: Well-known

Answer 130

C. A request to resolve an unplanned interruption to a service "Each service request may include one or more of the following:... a request for information (for example, how to create a document or what the hours of the office are)". the correct answer was: A request to resolve an unplanned interruption to a service

Answer 131

C. Results desired by a stakeholder An outcome is "a result for a stakeholder enabled by one or more outputs". The definition of a service describes how the value of a service enables value co-creation by facilitating outcomes that customers want to achieve. the correct answer was: Results desired by a stakeholder

Answer 132

C. To capture demand for incident resolution and service requests The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors." the correct answer was: To capture demand for incident resolution and service requests

Answer 133

B. The assurance that a product or service will meet agreed requirements Warranty is "assurance that a product or service will meet agreed requirements." the correct answer was: The assurance that a product or service will meet agreed requirements

Answer 134

D. To maximize the number of successful IT changes by ensuring that risks have been properly assessed Correct. "The purpose of the change control practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule." the correct answer was: To maximize the number of successful IT changes by ensuring that risks have been properly assessed

Answer 135

A. Change control and continual improvement

Answer 136

C. Establish how all the parts of the organization will work together to deliver the services "Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way" is part of the 'think and work holistically' guiding principle. the correct answer was: Establish how all the parts of the organization will work together to deliver the services

Answer 137

B. To create value streams "The ITIL service value chain... can be combined in many ways, forming multiple value streams." the correct answer was: To create value streams

Answer 138

B. Engage The purpose of the 'plan' value chain activity is to "ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization". the correct answer was: Engage

Answer 139

B. Service request management "The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner," and "Each service request may include one or more of the following: ... feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team)." the correct answer was: Service request management

Answer 140

C. Ensuring people understand the improvement direction for all services "The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders." the correct answer was: Ensuring people understand the improvement direction for all services

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To provide organizations with comprehensive guidance for the management of IT-enabled services in the digital economy.

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1. Organizations and people 2. Information and Technology 3. Partners and Suppliers 4. Value Streams and Processes

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The perceived benefits, usefulness, and importance of something.

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A set of specialized organizational capabilities for enabling value to customers in the form of services.

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A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

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Organizations which deliver services. The provider can be external to the consumer's organization, or they can both be part of the same organization.

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1. Customer - the role that defines the requirements for a service and takes responsibility for the outcomes of service consumption. 2. User - The role that uses services. 3. Sponser - The role that authorizes budget for service consumption.

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B. outcomes 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’.

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D. a service offering Service providers define combinations of goods, and access to resources and service actions, to address the needs of different consumer groups. These combinations are called service offerings

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B. utility Utility is ‘The functionality offered by a product or service

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D. service relationship management Service relationship management is ‘Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

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A. a service 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

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B. organizations and people It is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model

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D. service value system

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A. corporate culture of the organization Corporate culture: some organizations have a historical preference for one approach over another. Long-standing cultural bias is difficult to change without compelling reasons

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A. by using a combination of practices

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can be "road", "street", any other similar word.

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urgency, visibility

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D. value streams and processes The ‘value streams and processes’ dimension “focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively

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A. think and work holistically The ‘think and work holistically’ guiding principle advises that all aspects of an organization are considered when providing value in the form of services. This includes all four dimensions of service management (organizations and people; information and technology; partners and suppliers; value streams and processes). “Services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management.

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B. start where you are The ‘start where you are’ guiding principle recommends that “Services and methods already in place should be measured and/or observed directly to properly understand their current state and what can be reused from them... Getting data from the source helps to avoid assumptions which, if proven to be unfounded, can be disastrous to timelines, budgets, and the quality of results”.

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B. plan The purpose of the ‘plan’ value chain activity is “to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization”.

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GGSPC Guiding Principles Governance Service Value Chain Practices Continual Improvement

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OIPV Organizations and People Information and Technology Partners and Suppliers Value Streams and Processes

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

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FS PC TKO Focus on Value Start where you are Progress iteratively with feedback Collaborate and promote visibility Think and work holistically Keep it simple and practical Optimize and automate

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A. A set of resources designed for performing work or accomplishing an objective

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C. Technical, general and service