ITIL4_Bigtest#2

1.Which statement about ‘continual improvement’ is CORRECT?

• A.'"Continual improvement" should have minimal interaction with other practices

• B.Everyone in the organization is responsible for some aspects of 'continual improvement'

• C.All improvement ideas should be logged in a single "continual improvement register"

• D.A single team should carry out "continual improvement" across the organization

Answer explanation

Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.

2.Which statement about outcomes is CORRECT?

• A.The co-create value for service providers by recucing costs and risks

• B.They provide products to service providers based on outputs

• C.They are deliverables provided to service consumers

• D.They allow service consumers to chieve a desired result.

Answer explanation

By definition, outcome is a result for a stakeholder enabled by one or more outputs. In other words, outcomes allow service consumers to achieve a desired result.

3.Which statement about the ‘incident management’ practice is CORRECT?

• A.It authorizes changes to resolve incidents

• B.It resolves the highest impact incidents first

• C.It identifiesn the cause of major incidents

• D.It maintains detailed procedures for diagnosing incidents

Answer explanation

Incident management can have an enormous impact on customer and user satisfaction, and on how customers and users perceive the service provider. Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic. Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first.

4.What is a value stream?

• A.A set of interrelated or interacting activities that transform inputs into outputs

• B.A documented statement of the outcomes provided by a service

• C.A documented way to carry out an activity or a process

• D.A series of steps an organization understakes to create and deliver products and services to consumers

5.Which word is NOT part of the ITIL definition of service?

• A.Output

• B.Value

• C.Risk

• D.Outcome

Answer explanation

By definition, services is 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.

6.When should a workaround be created?

• A.After he resolution of a problem

• B.When a problem cannot be resolved quickly

• C.When a potential permanent solution has been idenfiied

• D.As soon as possible, once the incident is logged

Answer explanation

When a problem cannot be resolved quickly, it is often useful to find and document a workaround for future incidents, based on an understanding of the problem. Workarounds are documented in problem records. This can be done at any stage; it doesn’t need to wait for analysis to be complete. If a workaround has been documented early in problem control, then this should be reviewed and improved after problem analysis has been completed.

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

• A.Change enablement

• B.Service configuration management

• C.Problem manaagement

• D.Information security management

Answer explanation

The purpose of the information security management practice is to protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and nonrepudiation (ensuring that someone can’t deny that they took an action).

8.Which statement about problems is CORRECT?

• A.Problems are not related to incidents

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

• C.Problem must be resolved quickly in order to restone normal business activiy

• D.Problem prioritization involves risk assessment

Answer explanation

Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability. It is not essential to analyse every problem; it is more valuable to make significant progress on the highest-priority problems than to investigate every minor problem that the organization is aware of.

9.Which is a purpose of the ‘relationship management’ practice?

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

• B.To systematically observer services and service components

• C.To identify, analyze, monitor, and continually improve links with stakeholders

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

Answer explanation

The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

10.Which step of the continual improvement model includes baseline assessments?

• A.Did we get there?

• B.Where do we want to be?

• C.What is the vision?

• D.Where are we now?

Answer explanation

The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the impact of the initiative. An improvement can be thought of as a journey from Point A to Point B, and "Where are we now?" step clearly defines what Point A looks like. A journey cannot be mapped out if the starting point is not known.

A key element in this step is a current state assessment. This is an assessment of existing services, including the users’ perception of value received, people’s competencies and skills, the processes and procedures involved, and/or the capabilities of the available technological solutions. The organization’s culture, i.e. the prevailing values and attitudes across all stakeholder groups, also needs to be understood to decide what level of organizational change management is required.