What is the purpose of the incident management practice?

Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

Ensuring that services deliver agreed levels of availability or that change can be assessed

Ensuring that all an organization's are successfully delivered

Which describes outputs?

Tangible or intangible deliverables

Functionality offered by a product or service

Configuration of an organization's resources

Which describes the nature of the guiding principles?

A guiding principle is a recommendation used as guidence in all circumstances

A guiding principle is a mandatory and must be used when adopting a new service within the organization

A guiding principle is a specific and only applies to one initiative within the organization

An organization msut implement the guiding principle exactly as defined by the ITILv Foundation manual

OHI Training academy wants to build a new service to automatically fulfill exam voucher oders for students. Currently, exam vouchers are fulfilled manually by the staff member once the order is received from the studetn by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before, attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?

Collaborate and Promote visibility

Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn't understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?

Progress iteratively with feedback

Collaborate and Promote visibility

You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department's needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?

Collaborate and Promote visibility

John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user's inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of 'think and work holistically'?

John should meet with Sally to determine how the digital product fulfillment will occur

John should optimize his code to ensure it runs efficiently

John should wait until Sally's portion is complete before beginning to ensure they work together properly

John should tell Sally to wait until his portion is done before starting hers to ensure compatibility

Which of these are a key focus of the ‘organization and people’ dimension?

Activities that transform inputs into outputs

Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?

Workflow management and inventory systems

Which ITIL concept describes the service value chain?

Four Dimensions of service management

When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur?

The high-level direction of the initiative has been understood

The detailed steps of how to achieve your objectives

What metrics you will use to measure success

What is a normal change?

A change that needs to be assessed, authorized and scheduled by a change authority

A change that doesn't need risk assessment because the procedure has been pre-authorized

A change that doesn't need risk assessment because its required to resolve an incident

A change that is routine in nature, is fully documented, and risks are well understood

How can you ensure the incidents with the highest business impact are resolved first?

Implement incident classification

Which incidents should be logged?

Every incident should be logged

Only an incident that cannot be immediately resolved

Any incident that occurs more than once

Only incident that are not solved using self-help tools

How does 'service request management' contribute to the 'improve' value chain activity?

It analyze data to identify opportunities to provide new service request options

It ensures that users continue to be productive when they need assitance from the service provider

It collects user-specific requirements, set expectations, and provide status updates

It acquires pre-approved service components to help fulfill service requests

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

Service desk should have practical understanding of business practice acorss the organization

Service desk should never use technologies such as SMS and chat functions

Service desk should be highly technical functions

Service desk should always use virtual service desk

What is a service level agreement used for?

To measure the performance of services from a customer's point of view

To measure the performance of the service availability

To measure the performance of the service capability

To measure the performance of services from a Service provider point of view

How does 'service level management' contribute to the 'plan' value chain activity

Provides information about the actual service performance and trends

Uses the feedback from users about the services and requirements from a customer to make the service better

Collects and process feedback from customer and users

Collect feedback during interactions and communicates service oerformance objectives to the operations and support teams

What should be included in every service level agreement?

Clearly defined Service outcomes

Detailed metrics to capture availability of the system

Metrics for system response time

ITIL 4-3

Authored by Omantel Ohi

Professional Development

Used 92+ times

AI Actions

Add similar questions

Adjust reading levels

Convert to real-world scenario

Translate activity

More...

Content View
Student View

41 questions

Show all answers

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

How does categorization of incidents assist incident management

It helps direct the incident to the correct support area

It determines the priority assigend to the incident

It ensures that incident are resolved in times agreed with the customer

It determines how the service provider is perceived

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the definition of a service?

The means by which an organization is directed and controlled

A set of specialized organizational capabilities for enabling value to customers

A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress

A means of eanbling value co-creation by facilitating outcomes that customer wants to achieve, without the customer having to manage specific costs and risks

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Identify the missing words in the following sentence. Utility is the [?] offered by a product or service to meet perticular need

Assurance

Promise

Funcionality

Outcome

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes

IT asset management

Service Configuration management

Change Control

Service level management

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Identify the missing words in the following sentence. An event is any change of state that has siginificane for the management of an [?] or other configuration item

Output

Product

Service

Outcome

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the purpose of the 'Information Security management' practice?

Prtecting an organization and managing risks to the confidentiality, Integrity and Availability of information

Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way

Ensuring that service are deliver agreed levels of availability or that change can be assessed

Systematically observing services and service components and recording and reporting selected chnages of state identified as events

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the purpose of the 'monitoring and event management' practice?

Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effect and user friendly manner

Systematically observing services and service components and recording and reporting selected changes of state identified as events

Minimizing the negative impact of incidents by restoring normal service as quickly as possible

Ensuring that all an organization's projects are successfully delivered

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Continue with Google

Continue with Email

Continue with Microsoft

or continue with

Facebook

Apple

Others

By signing up, you agree to our Terms of Service & Privacy Policy

Already have an account?

Similar Resources on Wayground

45 questions

SAFe for teams

Quiz

•

Professional Development

44 questions

automobile types

Quiz

•

Professional Development

40 questions

Electrical Principles 6035-02 | Part 3

Quiz

•

Professional Development

40 questions

[AZ-900] 02 - Arquitetura e Serviços do Azure

Quiz

•

Professional Development

37 questions

MANY - MUCH - SOME - ANY

Quiz

•

Professional Development

40 questions

Domestic Hot Water 6035-02 | Part 6

Quiz

•

Professional Development

39 questions

Lekcja z ZUS-em

Quiz

•

Professional Development

40 questions

AWS Certified Cloud Practitioner Exam

Quiz

•

Professional Development

Popular Resources on Wayground

10 questions

How much do you know about our Portrait of an Eagle?

Quiz

•

10th Grade

10 questions

Fast Food Slogans

Quiz

•

6th - 8th Grade

21 questions

Continents and Oceans

Quiz

•

6th Grade

20 questions

Parts of Speech

Quiz

•

5th Grade

16 questions

Subject & Predicate

Quiz

•

5th Grade

25 questions

Multiplication Facts

Quiz

•

5th Grade

12 questions

Map Skills

Quiz

•

3rd Grade

22 questions

Continents and Oceans

Quiz

•

5th Grade

Discover more resources for Professional Development

10 questions

How to Email your Teacher

Quiz

•

Professional Development

ITIL 4-3

How does categorization of incidents assist incident management

What is the definition of a service?

Identify the missing words in the following sentence. Utility is the [?] offered by a product or service to meet perticular need

Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes

Identify the missing words in the following sentence. An event is any change of state that has siginificane for the management of an [?] or other configuration item

What is the purpose of the 'Information Security management' practice?

What is the purpose of the 'monitoring and event management' practice?

What is the purpose of the incident management practice?

What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?

Indentify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Professional Development