Which describes a change authority ?

A model used to determine who will assess a change

A way to manage the people aspects of change

Which statement about service relationship management is CORRECT?

It requires co-operation of both the service provider and service consumer

It focuses on the service actions performed by users

It requires the service consumer to create resources for the service provider

It focuses on the fulfilment of the agreed service actions

What is the MOST important reason for prioritizing incidents?

To ensure that incidents with highest impact are resolved first

To ensure that user expectations are realistic

To help information-sharing are learning

To provide links to related changes and known errors

Which service level management activity helps staff to deliver a more business-focused service?

Understanding the ongoing requirements of customers

Creating targets based on the percentage of uptime of a service

Using complex technical terminology in service level agreements (SLAs)

Measuring low-level operational activities

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Service configuration management

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

Progress iteratively with feedback

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

To systematically observe services and service components

To restore normal service operation as quickly as possible

To manage workarounds and known errors

To capture demand for incident resolution and service requests

Which statement about outcome is CORRECT?

Outcomes rely on outputs to deliver results for a stakeholder

Outcomes use activities to produce tangible or intangible deliverables

Outcomes give service consumers assurance of products or services

Outcomes help a service consumer to assess the cost of a specific activity

Which statement about the continual improvement model is CORRECT?

Organizations should work through the steps of the model in the sequence in which they are presented

The flow of the model helps organizations to link improvements to its goals

The model is applicable to only certain parts of the service value system

Organizations should use an additional model or method to link improvements to customer value

What is the definition of warranty?

A means of determining whether a service is fit for use

A means of identifying events that could cause harm or loss

A means of determining whether a service is fit for purpose

A means of identifying a result for a stakeholder

Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

Information security management

Service configuration management

Which statement about value creating activities is CORRECT?

Each value stream should be designed with a specific combination of service value chain activities

Service value chain activities have pre-determined dependencies on ITIL practices

A value stream is an operating model for creating value through products and services

Organizations should ensure that each value stream is applicable to many scenarios

Which is provided by the engage value chain activity?

Ensuring that stakeholder needs are understood by the organization

Ensuring that stakeholder expectations for quality are met

Ensuring that service components are available when needed

Ensuring that services are operated to meet agreed specifications

Which is part of the focus on value guiding principle?

Understanding what services help the service consumer

Reducing the number of steps in the customer experience

Assessing services to identify parts that can be reused

Identifying activities that can be achieved in smaller iterations

Which is part of the definition of a customer?

The role that defines the requirements for a service

A means of enabling value co-creation

The role that authorizes budget for service consumption

A set of specialized organizational capabilities for enabling value

Identify the missing words in the following sentence.

The incident management practice should maintain [?] for logging and managing incidents.

a value chain activity

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Keep it simple and practical

To make new and changed services and features available for use

What is the purpose of the deployment management practice?

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

To move new or changed components to live environments

Which statement about change authorities is CORRECT?

Change authorities are assigned for each type of change and change model

Change authorities are only required for authorizing emergency changes

Change authorities are assigned when each change is deployed

Change authorities are only required for authorizing normal changes

When is the earliest that a workaround can be documented in problem management ?

After the problem has been analyzed

After the problem has been logged

After the problem has been prioritized

After the problem has been resolved

Which is an activity of problem identification ?

Analyzing information from software developers

Establishing problem workarounds

Analyzing the cause of problems

Establishing potential permanent solutions

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Service configuration management

Which statement about standard changes is CORRECT?

The change does not require additional authorization

A full assessment should be completed each time the change is implemented

The change can be implemented with less testing if necessary

The appropriate change authority should be assigned to each type of change

Which statement about the service request management practice is CORRECT?

Service requests are fulfilled using simple workflows

A new workflow is created for each type of request

Additional approval is sometimes needed for restoration of service

Financial authorization is sometimes required for service requests

Which guiding principle says that it is not usually necessary to build something new?

Progress iteratively with feedback

Which practice includes management of workarounds and known errors?

Monitoring and event management

Service configuration management

Which activity is part of the 'continual improvement' practice?

Prioritizing and creating business cases for improvement initiatives

Handling compliments and complaints from users to identify improvements

Improving relationships with and between stakeholders

Identifying the cause of unplanned interruptions to service

A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

A service desk agent provides support to a user

A mobile phone enables a user to work remotely

A password allows a user connect to a WiFi network.

A license allows a user to install a software product

Which statement about a service value stream is CORRECT?

It integrates practices for a specific scenario

It uses inputs and outputs prescribed by ITIL

It is a service value chain activity

It provides an operating model for service providers

Which describes the plan value chain activity?

It ensures a shared understanding of the current status and vision for all products and services across the organization

It ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations

It ensures that service components are available when and where they are needed, and meet agreed specifications

It ensures continual improvement of products, services, and practices across all value chain activities

Which includes governance, management practices, and continual improvement?

The deliver and support value chain activity

The focus on value guiding principle

The value stream and processes dimension

Which statement about the optimize and automate guiding principle is CORRECT?

Automation frees human resources for more complex activities

Activities should be automated before they are optimized

Automation is best applied to non-standard tasks

Technology eliminates the need for human intervention

ITIL V4 - QUIZ 5

Authored by Trent Trent

Computers

KG - Professional Development

Used 20+ times

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62 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Governance

Service value chain

Guiding principles

Practices

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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)

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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?

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ITIL V4 - QUIZ 5

Which should be handled by service request management ?

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

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

What is a definition of a problem?

Which action is performed by a service provider?

Which statement about continual improvement is CORRECT?

Which step of the continual improvement model includes baseline assessments?

Which describes a change authority ?

Which is NOT a component of the service value system?

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

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