Which directly assists with the diagnosis and resolution of simple incidents?

Scripts for collecting user information

Fulfillment of service requests

Which approach is CORRECT when applying the guiding principle keep it simple and practical?

Design controls and metrics first, then remove those not adding value

Only add controls and metrics when they are needed

Design controls and metrics and add them individually until all are implemented

Only add controls and metrics that are required for compliance

Which is a purpose of release management?

To make new and changed services available for use

To protect the organization s information

To handle user-initiated service requests

To move hardware and software to live environments

What is recommended by the guiding principle progress iteratively with feedback ?

An improvement initiative that is broken into a number of manageable sections

A current state assessment that is carried out at the start of an improvement initiative

The identification of all interested parts at the start of an improvement initiative

An assessment of how all the parts of an organization will affect an improvement initiative

Which guiding principle considers customer and user experience?

Collaborate and promote visibility

Which statement about the change enablement practice is CORRECT?

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Service requests are usually normal changes that can be implemented quickly without authorization

Emergency changes are changes that must be fully tested and fully documented prior to implementation

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

Which of these activities is carried out as part of problem management?

Trend analysis of incident records

Diagnosing and resolving incidents

Escalating incidents to a support team for resolution

What does change enablement PRIMARILY focus on?

Changes to products and services

Changes to organizational structure

Changes to skills and competencies

Which is handled as a service request?

An investigation to identify the cause of an incident

A compliment about an IT support team

An emergency change to implement a security patch

Which is a key requirement for a successful service level agreement (SLA)?

Using bundled metrics to relate performance to outcomes

Using individual metrics that relate to the service catalogue

Using single-system-based metrics that relate to outputs

Using an agreement between the service provider and service supplier

Which is considered by the partners and suppliers’ dimension?

Working with an integrator to manage relationships

Defining controls and procedures

Using formal roles and responsibilities

Which statement about the continual improvement practice is CORRECT?

Training should be provided to those involved in continual improvement.

Continual improvement participation should be limited to a small dedicated team.

It is the role of senior management to authorize improvement initiatives.

A single continual improvement register should be maintained by senior management.

Which does the ITIL service value system discourage?

Coordinated authorities and responsibilities

Which describes the watermelon SLA effect?

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfie

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers experiences.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyze

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

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

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

A tangible or intangible deliverable of an activity

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

What is required by all service desk staff?

Demonstration of emotional intelligence

Knowledge of telephony technology

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Monitoring and event management

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Monitoring and event management

Which helps to streamline the fulfilment of service requests?

Understanding which service requests can be accomplished with limited approvals

Creating new workflows for every service request

Separating requests relating to service failures from the degradation of services

Eliminating service requests which have complex workflows

Which statement about outcomes is CORRECT?

They allow service consumers to achieve a desired result.

They are deliverables provided to service consumers.

They provide products to service providers based on outputs.

The co-create value for service providers by reducing costs and risks.

Which guiding principle says that services and processes should NOT provide a solution for every exception?

Collaborate and promote visibility

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Monitoring and event management

When should a workaround be created?

When a problem cannot be resolved quickly

As soon as possible, once the incident is logged

After the resolution of a problem

When a potential permanent solution has been identified

What is a configuration item?

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

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

A problem that has been analyzed but has not been resolved

Which is a use of the change schedule?

Deciding the approval authority for changes

Which statement about the incident management practice is CORRECT?

It resolves the highest impact incidents first.

It identifies the cause of major incidents.

It authorizes changes to resolve incidents.

It maintains detailed procedures for diagnosing incidents.

How should an organization prioritize incidents?

Use an agreed classification which is based on the business impact of the incident.

Ask the user for their preferred resolution timeframe.

Assess the availability of the appropriate support team.

Create an order of incidents based on the dates and times when they were logge

Which is a purpose of the relationship management practice?

To identify, analyze, monitor, and continually improve links with stakeholders

To systematically observe services and service components

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

To be the entry point and single point of contact for the service provider with all of its users

Which statement about problems is CORRECT?

Problems must be resolved quickly in order to restore normal business activity.

Problems are not related to incidents.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

Problem prioritization involves risk assessment.

ITIL V4 - QUIZ 4

Authored by Trent Trent

Computers

KG - Professional Development

Used 11+ times

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55 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which value chain activity ensures that service components meet agreed specifications?

Plan

Design and transition

Obtain/build

Deliver and support

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

Supplier management

Change enablement

Relationship management

Service desk

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What includes governance as a component?

Practices

The service value chain

The service value system

The guiding principles

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which practice needs people who understand complex systems and have creative and analytical skills?

Change enablement

Service level management

Service request management

Problem management

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the definition of a known error?

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

A problem that has been analyzed and has not been resolved

Any change of state that has significance for the management of a service or other configuration item (CI)

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which will NOT be handled as a service request?

The degradation of a service

The replacement of a toner cartridge

The provision of a laptop

A complaint about a support team

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Incidents

Problems

Events

Requests

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ITIL V4 - QUIZ 4

Which value chain activity ensures that service components meet agreed specifications?

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

What includes governance as a component?

Which practice needs people who understand complex systems and have creative and analytical skills?

What is the definition of a known error?

Which will NOT be handled as a service request?

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Which dimension considers data security and privacy?

Which term relates to service levels aligned with the needs of service consumers?

Which directly assists with the diagnosis and resolution of simple incidents?

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