Search Header Logo
ITIL 4 Homework 2

ITIL 4 Homework 2

Assessment

Presentation

Professional Development

Professional Development

Medium

Created by

Caryn Sarnicki

Used 25+ times

FREE Resource

18 Slides • 17 Questions

1

ITIL 4 Homework 2

By your Rutgers ITIL 4 Foundation Trainers

2

Multiple Choice

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

1

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

2

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

3

A request to restore service after a service interruption

4

A request to investigate the cause of multiple related incidents

3

media

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

4

Multiple Choice

Which role submits service requests?

1

The user, or their authorized representative

2

The customer, or their authorized representative

3

The sponsor, or their authorized representative

4

The supplier, or their authorized representative

5

Which role submits service requests?

media

6

Multiple Choice

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

1

Service desk

2

Incident management

3

Change enablement

4

Service level management

7

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

media

8

Multiple Choice

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

1

Continual improvement

2

Service desk

3

Service level management

4

Problem management

9

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

media

10

Multiple Choice

Which practice provides a single point of contact for users?

1

Incident management

2

Change enablement

3

Service desk

4

Service request management

11

Which practice provides a single point of contact for users?

media

12

Multiple Choice

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

1

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

2

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

3

To capture demand for incident resolution and service requests

4

To set clear business-based targets for service performance

13

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

media

14

Multiple Choice

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

1

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

2

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

3

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

4

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

15

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

media

16

Multiple Choice

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

1

store

2

provide

3

audit

4

protect

17

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

media

18

Multiple Choice

How should an organization adopt continual improvement methods?

1

Use a new method for each improvement the organization handles 

2

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

3

Build the capability to use as many improvement methods as possible

4

Select a single method for all improvements that the organization handles

19

How should an organization adopt continual improvement methods?

media

20

Multiple Choice

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

1

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

2

All improvements should be managed as multi-phase projects 

3

‘Continual improvement' should be isolated from other practices

4

External suppliers should be excluded from improvement initiatives

21

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

media

22

Multiple Choice

Which practice is the responsibility of everyone in the organization?

1

Service level management

2

Change enablement

3

Problem management

4

Continual improvement

23

Which practice is the responsibility of everyone in the organization?

media

24

Multiple Choice

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

1

It helps direct the incident to the correct support area

2

It determines the priority assigned to the incident

3

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

4

It determines how the service provider is perceived

25

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

media

26

Multiple Choice

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

1

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

2

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

3

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

4

It may provide automated resolution and closure of complex incidents

27

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

media

28

Multiple Choice

Which is NOT usually included as part of incident management?

1

Scripts for collecting initial information about incidents 

2

Formalized procedures for logging incidents 

3

Detailed procedures for the diagnosis of incidents

4

The use of specialized knowledge for complicated incidents

29

Which is NOT usually included as part of incident management?

media

30

Multiple Choice

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

1

A change request is submitted to change enablement

2

Problem management restores the service as soon as possible

3

The problem remains in the known error status

4

The problem record is deleted

31

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

media

32

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

1 and 2

2

2 and 3

3

3 and 4

4

1 and 4

33

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

media

34

Multiple Choice

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

1

Service desks should avoid the use of automation

2

Service desks should be highly technical

3

Service desks should understand the wider organization

4

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

35

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

media

ITIL 4 Homework 2

By your Rutgers ITIL 4 Foundation Trainers

Show answer

Auto Play

Slide 1 / 35

SLIDE