Revision Questions Flashcards
QUESTION 1
When should a full risk assessment and authorization be carried out for a standard change?
When the procedure for the standard change is created
QUESTION 2
Which statement about emergency changes is CORRECT?
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
QUESTION 3
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Service desk
QUESTION 4
Which is part of service provision?
The management of resources configured to deliver the service
QUESTION 5
Which statement about a ‘continual improvement register’ is CORRECT?
It should be re-prioritized as ideas are documented
QUESTION 6
Which statement about outcomes is CORRECT?
An outcome can be enabled by more than one output
QUESTION 7
Which statement about service desks is CORRECT?
The service desk should work in close collaboration with support and development teams
QUESTION 8
When should the effectiveness of a problem workaround be assessed?
Whenever the workaround is used
QUESTION 9
What 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?
A service
QUESTION 10
What are the ITIL guiding principles used for?
To help an organization make good decisions
QUESTION 11
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Each iteration should be continually re-evaluated based on feedback
QUESTION 12
What is the purpose of the ‘deployment management’ practice?
To move new or changed components to live environments
QUESTION 13
Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
performances
QUESTION 14
Which is a key requirement for a successful service level agreement?
It should be simply written and easy to understand
QUESTION 15
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
An organization should always develop competencies in methodologies and techniques that will meet their needs
QUESTION 16
How does a service consumer contribute to the reduction of risk?
By communicating constraints
QUESTION 17
Which service level metrics are BEST for measuring user experience?
Metrics linked to defined outcomes
QUESTION 18
Which two statements about an organization’s culture are CORRECT?
- It is created from shared values based on how it carries out its work
- It should be based on the objectives of the organization
QUESTION 19
How does information about problems and known errors contribute to ‘incident management’?
It enables quick and efficient diagnosis of incidents
QUESTION 20
What is the expected outcome from using a service value chain?
Value realization
QUESTION 21
Which skill is an essential part of the ‘service level management’ practice?
Listening
QUESTION 22
What are the three phases of ‘problem management’?
Problem identification, problem control, error control
QUESTION 23
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 configuration of services, and the [?] that support them, is available when and where it is needed.
Configuration Items (CIs)
QUESTION 24
What is defined as any component that needs to be managed in order to deliver an IT service?
A configuration item (CI)
QUESTION 25
Which of these should be logged and managed as a problem?
Trend analysis shows a large number of similar incidents
QUESTION 26
Which guiding principle recommends coordinating all dimensions of service management?
Think and work holistically
QUESTION 27
What is the purpose of the ‘relationship management’ practice?
To establish and nurture the links between the organization and its stakeholders
QUESTION 28
How should the workflow for a new service request be designed?
Leverage existing workflows whenever possible
QUESTION 29
How should automation be implemented?
By replacing human intervention wherever possible
QUESTION 30
Which competencies are required by the ‘service level management’ practice?
Business analysis and commercial management
QUESTION 31
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Continual improvement
QUESTION 32
Which dimension includes activities and workflows?
Value streams and processes
QUESTION 33
What should be used to set user expectations for request fulfillment times?
The time needed to realistically deliver the service
QUESTION 34
Which statement about IT service management is CORRECT?
It is performed by IT service providers using a mix of people, process and technology
QUESTION 35
Which statement about the ‘four Ps’ of service design is CORRECT?
Partners refers to suppliers and vendors
QUESTION 36
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Outsourced
QUESTION 37
Which service transition process provides guidance about converting data into information?
Knowledge management
QUESTION 38
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
Supporting services view
QUESTION 39
Which is an objective of the design coordination process?
To produce service design packages and ensure they are handed over to service transition
QUESTION 40
Which term is used to describe the prediction and control of income and expenditure within an organization?
Budgeting
QUESTION 41
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
Continual service improvement
QUESTION 42
Which is an important principle of communication in service operation?
It has an intended purpose or a resultant action
QUESTION 43
Which statement about metrics is CORRECT?
Technology metrics can be used to measure component performance and availability
QUESTION 44
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Verifying that improvement targets have been achieved
QUESTION 45
What is the CORRECT definition of service management?
A set of specialized organizational capabilities for delivering value to customers in the form of services
QUESTION 46
Which function is responsible for the management of a data centre?
Facilities management
QUESTION 47
Which statement BEST describes the value of service strategy to the business?
It enables the service provider to understand what levels of service will make their customers successful
QUESTION 48
Which process works with incident management to ensure that security breaches are detected and logged?
Access management
QUESTION 49
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Think and work holistically
QUESTION 50
What is the purpose of the ‘problem management’ practice?
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
QUESTION 51
Why should some service requests be fulfilled with no additional approvals?
To streamline the fulfillment workflow
QUESTION 52
Which is a purpose of the ‘service desk’ practice?
To be the entry point and single point of contact for the service provider with all of its users
QUESTION 53
Which dimension includes the knowledge needed for the management of services?
Information and technology
QUESTION 54
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Service management
QUESTION 55
What is the PRIMARY use of a change schedule?
To plan changes and help avoid conflicts
QUESTION 56
What are guiding principles?
Recommendations that help an organization when adopting a service management approach
QUESTION 57
Which guiding principle focuses on reducing costs and human errors?
Optimize and automate
QUESTION 58
Which practice makes new services available for use?
Release management
QUESTION 59
Which guiding principle considers the importance of customer loyalty?
Focus on value
QUESTION 60
What is important for a ‘continual improvement register’ (CIR)?
Improvement ideas are documented, assessed and prioritized
QUESTION 61
Which is a purpose of the ‘service level management’ practice?
To set clear business-based targets for service levels
QUESTION 62
Which is an example of a business related measurement?
The number of passengers checked in
QUESTION 63
What describes the steps needed to create and deliver a specific service to a consumer?
Service level management
QUESTION 64
Which statement about the automation of service requests is CORRECT?
Service requests and their fulfillment should be automated as much as possible
QUESTION 65
What is used to link activities within the service value chain?
Opportunity, demand and value
QUESTION 66
Which is included in the purpose of the ‘service level management’ practice?
To set clear business-based targets for service levels
QUESTION 67
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Relationship management
QUESTION 68
What includes governance as a component?
The service value system
QUESTION 69
Which practice needs people who understand complex systems and have creative and analytical skills?
Problem management
QUESTION 70
What is the definition of a known error?
A problem that has been analyzed and has not been resolved
QUESTION 71
Which term relates to service levels aligned with the needs of service consumers?
Warranty
QUESTION 72
Which directly assists with the diagnosis and resolution of simple incidents?
Scripts for collecting user information
QUESTION 73
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Design controls and metrics first, then remove those not adding value
QUESTION 74
Which guiding principle considers customer and user experience?
Focus on value
QUESTION 75
Which of these activities is carried out as part of ‘problem management’?
Trend analysis of incident records
QUESTION 76
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
Service provider
QUESTION 77
Which is handled as a service request?
The failure of an IT service
QUESTION 78
Which is a key requirement for a successful service level agreement (SLA)?
Using bundled metrics to relate performance to outcomes
