Questions from class Flashcards
Which is the result of applying the guiding principle ‘progress iteratively with feedback’?
ability to discover and respond to failure earlier
Which practice has a purpose that includes managing risks to confidentiality, integrity, and availability?
information security management
Which of the following will help solve incidents more quickly?
collaboration between teams
When is the earliest that a workaround can be documented in ‘problem management’?
a. after the problem has been logged
b. after the problem has been prioritized
c. after the problem has been analysed
d. after the problem has been solved
c. after the problem has been analysed
which of the following is an activity of the ‘problem management’?
a. restoration of normal service operation as quickly as possible
b. prioritization of problems based on the risk that they pose
c. authorization of changes to resolve the cause of problems
d. resolution of incidents in a time that meets customer expectations
b. prioritization of problems based on the risk that they pose
What can be used if a service is ‘fit for purpose’?
a. availability
b. warranty
c. outcome
d. utility
d. utility
in service relationships, what is the benefit of identifying consumer roles?
a. it enables effective stakeholder management
b. it provides shared service expectations
c. it removes constraints from the customer
d. it enables common definition of value
a. it enables effective stakeholder management
what is a change schedule primarily used for?
a. to help plan authorize and schedule emergency changes
b. to publish a list of service requests that users can select
c. to ensure that a single change authority reviews every change
d. to help plan changes, assist in communication and avoid conflicts
d. to help plan changes, assist in communication and avoid conflicts
which statement about the service value chain is correct?
a. the service value chain converts value into demand
b. each value chain activity uses different combination of practices to convert inputs into outputs
c. each value chain activity identifies a requirement for resources from an external supplier
d. the service value chain uses value streams to describe a combination of consumers and providers
b. each value chain activity uses different combination of practices to convert inputs into outputs
what term is used to describe whether a service will meet availability, capacity and security requirements?
warranty
which practice is most likely to benefit from the use of chatbots?
a. service level management
b. change enablement
c. continual improvement.
d. service desk
service desk
what has the details of the required performance outcomes of a service defined?
a. service level agreements
b. service requests
c. service components
d. service offerings
a. service level agreements
which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
a. plan
b. improve
c. design and transition
d. deliver and support
plan
What describes how components and activities work together to facilitate value creation?
a. the itil svs
b. the itil guiding principles
c. the four dimensions of service management
d. a service relationship
the ITIL SVS
Which two practices interact the most with the service desk practice?
a. incident management and service request management
What is defined as any component that needs to be managed in order to deliver an IT service?
a configuration item (CI)
which is the recommendation of the guiding principle think and work holistically?
use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
