ITIL 4 Homework 2

ITIL 4 Homework 2

By your Rutgers ITIL 4 Foundation Trainers

Multiple Choice

Which would be supported by the ‘service request management’ practice?

• A request to authorize a change that could have an effect on a service

• A request from a user for something which is a normal part of service delivery

• A request to restore service after a service interruption

• A request to investigate the cause of multiple related incidents

​Which would be supported by the ‘service request management’ practice?

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Multiple Choice

Which role submits service requests?

• The user, or their authorized representative

• The customer, or their authorized representative

• The sponsor, or their authorized representative

• The supplier, or their authorized representative

​Which role submits service requests?

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Multiple Choice

Which practice includes the classification and ownership of queries and requests from users?

• Service desk

• Incident management

• Change enablement

• Service level management

​Which practice includes the classification and ownership of queries and requests from users?

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Multiple Choice

Which practice identifies metrics that reflect the customer’s experience of a service? 

• Continual improvement

• Service desk

• Service level management

• Problem management

​Which practice identifies metrics that reflect the customer’s experience of a service?

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Multiple Choice

Which practice provides a single point of contact for users?

• Incident management

• Change enablement

• Service desk

• Service request management

​Which practice provides a single point of contact for users?

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Multiple Choice

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

• To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

• To maximize the number of successful IT changes by ensuring risks are properly assessed

• To capture demand for incident resolution and service requests

• To set clear business-based targets for service performance

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

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Multiple Choice

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

• To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

• To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

• To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities

• To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed

​What is the purpose of the ‘supplier management’ practice?

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Multiple Choice

Identify the missing word in the following sentence: The purpose of the ‘information security management’ practice is to ____ the organization’s information.

• store

• provide

• audit

• protect

​Identify the missing word in the following sentence: The purpose of the ‘information security management’ practice is to ____ the organization’s information.

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Multiple Choice

How should an organization adopt continual improvement methods?

• Use a new method for each improvement the organization handles 

• Select a few key methods for the types of improvement that the organization handles

• Build the capability to use as many improvement methods as possible

• Select a single method for all improvements that the organization handles

​How should an organization adopt continual improvement methods?

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Multiple Choice

Which is a recommendation of the ‘continual improvement’ practice?

• There should at least be a small team dedicated to leading ‘continual improvement’ efforts

• All improvements should be managed as multi-phase projects 

• ‘Continual improvement' should be isolated from other practices

• External suppliers should be excluded from improvement initiatives

​Which is a recommendation of the ‘continual improvement’ practice?

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Multiple Choice

Which practice is the responsibility of everyone in the organization?

• Service level management

• Change enablement

• Problem management

• Continual improvement

​Which practice is the responsibility of everyone in the organization?

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Multiple Choice

How does categorization of incidents assist the ‘incident management’ practice?

• It helps direct the incident to the correct support area

• It determines the priority assigned to the incident

• It ensures that incidents are resolved in timescales agreed with the customer

• It determines how the service provider is perceived

​How does categorization of incidents assist the ‘incident management’ practice?

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Multiple Choice

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?

• It may ensure that the cause of incidents is identified within agreed times 

• It may provide automated matching of incidents to problems or known errors

• It may ensure that supplier contracts are aligned with the needs of the service provider

• It may provide automated resolution and closure of complex incidents

​Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?

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Multiple Choice

Which is NOT usually included as part of incident management?

• Scripts for collecting initial information about incidents 

• Formalized procedures for logging incidents 

• Detailed procedures for the diagnosis of incidents

• The use of specialized knowledge for complicated incidents

​Which is NOT usually included as part of incident management?

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Multiple Choice

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

• A change request is submitted to change enablement

• Problem management restores the service as soon as possible

• The problem remains in the known error status

• The problem record is deleted

​What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

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Multiple Choice

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change enablement

• 1 and 2

• 2 and 3

• 3 and 4

• 1 and 4

​Which practices are typically involved in the implementation of a problem resolution?

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Multiple Choice

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

• Service desks should avoid the use of automation

• Service desks should be highly technical

• Service desks should understand the wider organization

• Service desks should be a physical team in a single fixed location

​Which is a recommendation of the ‘service desk’ practice?

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