ITIL 4 Practice 5

Which dimension includes a workflow management system?

• Organizations and people

• Partners and suppliers

• Information and technology

• Value streams and processes

Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

• Information

• costs

• utility

• warranty

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

• A user requests delivery of a laptop

• A monitoring tool detects a change of state for a service

• Trend analysis shows a large number of similar incidents

• 'Continual improvement' needs to prioritize an improvement opportunity

In which two situations should the ITIL guiding principles be considered?

1. In every initiative

2. In relationships with all stakeholders

3. Only in specific initiatives where the principle is relevant

4. Only in specific stakeholder relationships where the principle is relevant

• 1 and 2

• 2 and 3

• 3 and 4

• 1 and 4

Which guiding principle recommends coordinating all dimensions of service management?

• Start where you are

• Progress iteratively with feedback

• Think and work holistically

• Keep it simple and practical

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

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

• To align the organization's practices and services with changing business needs

• To set clear business-based targets for service performance

• To support the agreed quality of a service handling all agreed, user-initiated service requests

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

• Use a single workflow for all types of service request

• Use different workflows for each type of service request

• Avoid workflows for simple service requests

• Leverage existing workflows whenever possible

What is the purpose of the 'information security management' practice?

• To protect the information needed by the organization to conduct its business

• To observe services and service components

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

  needed

• To plan and manage the full lifecycle of all IT assets

Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

• measurement

• tools

• process

• plans

How should automation be implemented?

• By replacing human intervention wherever possible

• By replacing the existing tools first

• By initially concentrating on the most complex tasks

• By optimizing as much as possible first