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ITIL > Revision Questions > Flashcards

Revision Questions Flashcards

1
Q

QUESTION 1

When should a full risk assessment and authorization be carried out for a standard change?

A

When the procedure for the standard change is created

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2
Q

QUESTION 2

Which statement about emergency changes is CORRECT?

A

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

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3
Q

QUESTION 3

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A

Service desk

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4
Q

QUESTION 4

Which is part of service provision?

A

The management of resources configured to deliver the service

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5
Q

QUESTION 5

Which statement about a ‘continual improvement register’ is CORRECT?

A

It should be re-prioritized as ideas are documented

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6
Q

QUESTION 6

Which statement about outcomes is CORRECT?

A

An outcome can be enabled by more than one output

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7
Q

QUESTION 7

Which statement about service desks is CORRECT?

A

The service desk should work in close collaboration with support and development teams

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8
Q

QUESTION 8

When should the effectiveness of a problem workaround be assessed?

A

Whenever the workaround is used

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9
Q

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

A service

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10
Q

QUESTION 10

What are the ITIL guiding principles used for?

A

To help an organization make good decisions

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11
Q

QUESTION 11

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A

Each iteration should be continually re-evaluated based on feedback

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12
Q

QUESTION 12

What is the purpose of the ‘deployment management’ practice?

A

To move new or changed components to live environments

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13
Q

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.

A

performances

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14
Q

QUESTION 14

Which is a key requirement for a successful service level agreement?

A

It should be simply written and easy to understand

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15
Q

QUESTION 15

When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

A

An organization should always develop competencies in methodologies and techniques that will meet their needs

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16
Q

QUESTION 16

How does a service consumer contribute to the reduction of risk?

A

By communicating constraints

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17
Q

QUESTION 17

Which service level metrics are BEST for measuring user experience?

A

Metrics linked to defined outcomes

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18
Q

QUESTION 18

Which two statements about an organization’s culture are CORRECT?

A
  1. It is created from shared values based on how it carries out its work
  2. It should be based on the objectives of the organization
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19
Q

QUESTION 19

How does information about problems and known errors contribute to ‘incident management’?

A

It enables quick and efficient diagnosis of incidents

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20
Q

QUESTION 20

What is the expected outcome from using a service value chain?

A

Value realization

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21
Q

QUESTION 21

Which skill is an essential part of the ‘service level management’ practice?

A

Listening

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22
Q

QUESTION 22

What are the three phases of ‘problem management’?

A

Problem identification, problem control, error control

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23
Q

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.

A

Configuration Items (CIs)

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24
Q

QUESTION 24

What is defined as any component that needs to be managed in order to deliver an IT service?

A

A configuration item (CI)

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25
Q

QUESTION 25

Which of these should be logged and managed as a problem?

A

Trend analysis shows a large number of similar incidents

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26
Q

QUESTION 26

Which guiding principle recommends coordinating all dimensions of service management?

A

Think and work holistically

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27
Q

QUESTION 27

What is the purpose of the ‘relationship management’ practice?

A

To establish and nurture the links between the organization and its stakeholders

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28
Q

QUESTION 28

How should the workflow for a new service request be designed?

A

Leverage existing workflows whenever possible

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29
Q

QUESTION 29

How should automation be implemented?

A

By replacing human intervention wherever possible

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30
Q

QUESTION 30

Which competencies are required by the ‘service level management’ practice?

A

Business analysis and commercial management

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31
Q

QUESTION 31

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A

Continual improvement

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32
Q

QUESTION 32

Which dimension includes activities and workflows?

A

Value streams and processes

33
Q

QUESTION 33

What should be used to set user expectations for request fulfillment times?

A

The time needed to realistically deliver the service

34
Q

QUESTION 34

Which statement about IT service management is CORRECT?

A

It is performed by IT service providers using a mix of people, process and technology

35
Q

QUESTION 35

Which statement about the ‘four Ps’ of service design is CORRECT?

A

Partners refers to suppliers and vendors

36
Q

QUESTION 36

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A

Outsourced

37
Q

QUESTION 37

Which service transition process provides guidance about converting data into information?

A

Knowledge management

38
Q

QUESTION 38
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

A

Supporting services view

39
Q

QUESTION 39

Which is an objective of the design coordination process?

A

To produce service design packages and ensure they are handed over to service transition

40
Q

QUESTION 40

Which term is used to describe the prediction and control of income and expenditure within an organization?

A

Budgeting

41
Q

QUESTION 41
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

A

Continual service improvement

42
Q

QUESTION 42

Which is an important principle of communication in service operation?

A

It has an intended purpose or a resultant action

43
Q

QUESTION 43

Which statement about metrics is CORRECT?

A

Technology metrics can be used to measure component performance and availability

44
Q

QUESTION 44

What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

A

Verifying that improvement targets have been achieved

45
Q

QUESTION 45

What is the CORRECT definition of service management?

A

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

46
Q

QUESTION 46

Which function is responsible for the management of a data centre?

A

Facilities management

47
Q

QUESTION 47

Which statement BEST describes the value of service strategy to the business?

A

It enables the service provider to understand what levels of service will make their customers successful

48
Q

QUESTION 48

Which process works with incident management to ensure that security breaches are detected and logged?

A

Access management

49
Q

QUESTION 49

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A

Think and work holistically

50
Q

QUESTION 50

What is the purpose of the ‘problem management’ practice?

A

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

51
Q

QUESTION 51

Why should some service requests be fulfilled with no additional approvals?

A

To streamline the fulfillment workflow

52
Q

QUESTION 52

Which is a purpose of the ‘service desk’ practice?

A

To be the entry point and single point of contact for the service provider with all of its users

53
Q

QUESTION 53

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

A

Information and technology

54
Q

QUESTION 54

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

A

Service management

55
Q

QUESTION 55

What is the PRIMARY use of a change schedule?

A

To plan changes and help avoid conflicts

56
Q

QUESTION 56

What are guiding principles?

A

Recommendations that help an organization when adopting a service management approach

57
Q

QUESTION 57

Which guiding principle focuses on reducing costs and human errors?

A

Optimize and automate

58
Q

QUESTION 58

Which practice makes new services available for use?

A

Release management

59
Q

QUESTION 59

Which guiding principle considers the importance of customer loyalty?

A

Focus on value

60
Q

QUESTION 60

What is important for a ‘continual improvement register’ (CIR)?

A

Improvement ideas are documented, assessed and prioritized

61
Q

QUESTION 61

Which is a purpose of the ‘service level management’ practice?

A

To set clear business-based targets for service levels

62
Q

QUESTION 62

Which is an example of a business related measurement?

A

The number of passengers checked in

63
Q

QUESTION 63

What describes the steps needed to create and deliver a specific service to a consumer?

A

Service level management

64
Q

QUESTION 64

Which statement about the automation of service requests is CORRECT?

A

Service requests and their fulfillment should be automated as much as possible

65
Q

QUESTION 65

What is used to link activities within the service value chain?

A

Opportunity, demand and value

66
Q

QUESTION 66

Which is included in the purpose of the ‘service level management’ practice?

A

To set clear business-based targets for service levels

67
Q

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?

A

Relationship management

68
Q

QUESTION 68

What includes governance as a component?

A

The service value system

69
Q

QUESTION 69

Which practice needs people who understand complex systems and have creative and analytical skills?

A

Problem management

70
Q

QUESTION 70

What is the definition of a known error?

A

A problem that has been analyzed and has not been resolved

71
Q

QUESTION 71

Which term relates to service levels aligned with the needs of service consumers?

A

Warranty

72
Q

QUESTION 72

Which directly assists with the diagnosis and resolution of simple incidents?

A

Scripts for collecting user information

73
Q

QUESTION 73

Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

A

Design controls and metrics first, then remove those not adding value

74
Q

QUESTION 74

Which guiding principle considers customer and user experience?

A

Focus on value

75
Q

QUESTION 75

Which of these activities is carried out as part of ‘problem management’?

A

Trend analysis of incident records

76
Q

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.

A

Service provider

77
Q

QUESTION 77

Which is handled as a service request?

A

The failure of an IT service

78
Q

QUESTION 78

Which is a key requirement for a successful service level agreement (SLA)?

A

Using bundled metrics to relate performance to outcomes

ITIL (2 decks)

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