ITIL V4 - QUIZ 5

Which should be handled by service request management ?

• A request to implement a security patch
• A request to provide a laptop
• A request to resolve an error in a service
• A request to change a target in a service level agreement

What can help to reduce resistance to a planned improvement when applying the guiding principle collaborate and promote visibility ?

• Restricting information about the improvement to essential stakeholders only.
• Increasing collaboration and visibility for the improvement.
• Involving customers after all planning has been complete
• Engaging every stakeholder group in the same way, with the same communication.

What can be described as an operating model for the creating and management of products and services?

• Governance
• Service value chain
• Guiding principles
• Practices

What is a definition of a problem?

• An unplanned interruption to a service, or reduction in the quality of a service
• A cause, or potential cause, of one or more incidents
• An incident for which a full resolution is not yet available
• Any change of state that has significance for the management of a configuration item (CI)

Which action is performed by a service provider?

• Requesting required service actions
• Authorizing budget for service consumption
• Ensuring access to agreed resources
• Receiving of the agreed goods

Which statement about continual improvement is CORRECT?

• All improvement ideas should be logged in a single continual improvement register
• A single team should carry out continual improvement across the organization
• Continual improvement should have minimal interaction with other practices
• Everyone in the organization is responsible for some aspects of continual improvement

Which step of the continual improvement model includes baseline assessments?

• Did we get there?
• Where are we now?
• What is the vision?
• Where do we want to be?

Which describes a change authority ?

• A model used to determine who will assess a change
• A person who approves a change
• A tool used to help changes
• A way to manage the people aspects of change

Which is NOT a component of the service value system?

• The service value chain
• Opportunity and demand
• Continual improvement
• Governance

Which practice has a strong influence on the user experience and perception of the service provider?

• Service desk
• Change enablement
• Service level management
• Supplier management