How does 'service request management' contribute to the 'obtain/build' value chain activity?

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

It analyzes data to indentify opportunities to provide new services request option

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

By initiating standard changes to fulfill service requests

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

Service desk should have a practical understanding of the users and their needs

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

Service desk should be highly technical in fucntions

Service desk should always be local to the organization they support

How does 'service level management' contribute to the 'design and transition' value chain activity?

Provides feedback from interactions with customers into new or changed services

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Provides information about the actual service performance and trends

Provides objective for component and service performance and services

How should measures and metrics be used to measure your service level management levels?

To provide a representation of the actual customer's experience

To measure the performance of a component in the system

To measure the performance of the entire system

To measure the availability of a network

Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?

Interconnection Service Agreement

What is the definition of a user?

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

A person who authorize budget for service consumption

A person who works for an organization other than the service provider

What is the definition of a configuration item?

Any component that needs to be managed in order to deliver an IT service

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

Any valuable component that can contribute to the delivery of an IT product or service

A perticular set of settings or options on agiven piece of equipment

What is the purpose of the 'change control' practice?

Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of succesful IT changes

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

Making new and changed services and features for use

Aligning an organizations's practices and services with changing business needs through ongoing identification and improvement of all elements involved in the effective management of products and services

What is the purpose of the 'deployment management' practice?

Moving new or changed hardware, software, documentation, processess, or any other service component to live environments

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

Making new and changed services and features available for use

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

What is the purpose of the 'service level management' practice?

Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets

Establishing and nurturing links between an organization and its stake-holders at strategic and tactical levels

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

Ensuring that organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services

Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?

Collaborate and promote visibility

Progress iteratively with feedback

Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?

Progress iteratively with feedback

A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario?

Preogress iteratively with feedback

Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?

Collaborate and promote visibility

Which ITIL concept describes guiding principles?

Four dimension of service management

ITIL 4-6

Authored by Omantel Ohi

Professional Development

Used 73+ times

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39 questions

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MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the step after 'where do we want to be' in the continual improvement model?

What is the vision

How do we get there

Did we get there

Where do we want to be

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is a normal change?

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

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

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

A change that is assessed, authorized, and scheduled as part of 'continual improvement'

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?

Standard

Normal

Emergency

Routine

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is usually included as part of 'incident management'?

Authority to implement changes to a system

Observation of all services and service components to identify any changes in state

Detailed procedures for the diagnosis of incidents

Use of specialized knowledge for complecated incidents

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Which practice would include a formalized process for logging unplanned interruptions to a service?

Incident management

Change management

Problem management

Service level management

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

During incident management, what is it called when the incident is passed on to the next higher level of technician?

Promotion

Escalation

Postponement

Reduction

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

Engage

Improve

Design and transition

Deliver and support

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ITIL 4-6

What is the step after 'where do we want to be' in the continual improvement model?

What is a normal change?

You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?

What is usually included as part of 'incident management'?

Which practice would include a formalized process for logging unplanned interruptions to a service?

During incident management, what is it called when the incident is passed on to the next higher level of technician?

In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

What is NOT a phase in problem management?

How does 'service request management' contribute to the 'obtain/build' value chain activity?

Access all questions and much more by creating a free account

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Popular Resources on Wayground

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