ITIL4_Bigtest#7

When should a full risk assessment and authorization be carried out for a standard change?

• At least once a year

• Each time the standard change is implemented

• When an emergency change is requested

• When the procedure for the standard change is created

Answer explanation

Standard changes are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests, but may also be operational changes. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented; it only needs to be done if there is a modification to the way it is carried out.

What 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?

• Service management

• A service

• Continual improvement

• An IT asset

Answer explanation

By definition, service 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.

When should the effectiveness of a problem workaround be assessed?

• Whenever the problem is resolved

• Whenever the workaround becomes a known error

• Whenever the problem is prioritized

• Whenerver the workaround is used

Answer explanation

The effectiveness of workarounds should be evaluated each time a workaround is used, as the workaround may be improved based on the assessment.

Which guiding principle recommends standardizing and streamlining manual tasks?

• Collaborate and promote visibility

• Optimize and automate

• Think and work holistically

• Focus on value

Answer explanation

When applying 'optimize and automate', one recommendation is to simplify and/or optimize before automating. Attempting to automate something that is complex or sub-optimal is unlikely to achieve the desired outcome. Take time to map out the standard and repeating processes as far as possible, and streamline where you can (optimize). From there you can start to automate.

Which statement about emergency changes is CORRECT?

• The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

• The testing of emergency can be eliminated in order to implement the change quickly

• Emergency changes should be authorized and implemented as service requests

• Emergeny changes must be fully documented before authorization and implementation

Answer explanation

Emergency changes are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved.

Which statement about the steps to fulfill a service request is CORRECT?

• They should be brief and simple

• They should be complex and detailed

• They should include incident handling

• They shoukd be well-known and proven

Answer explanation

Some service requests have very simple workflows, such as a request for information. Others, such as the setup of a new employee, may be quite complex and require contributions from many teams and systems for fulfilment. Regardless of the complexity, the steps to fulfil the request should be well-known and proven. This allows the service provider to agree times for fulfilment and to provide clear communication of the status of the request to users.

What are the MOST important skills required by service desk staff?

• Supplier management skills

• Problem resolution skills

• Techinical skills

• Incident analysis skills

Answer explanation

Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.

How does a service consumer contribute to the reduction of risk?

• By communicating constraints

• By managing server hardware

• By managing staff availability

• By paying for the service

Answer explanation

It is the duty of the provider to manage the detailed level of risk on behalf of the consumer. This should be handled based on a balance of what matters most to the consumer and to the provider. The consumer contributes to the reduction of risk through:

-- actively participating in the definition of the requirements of the service and the clarification of its required outcomes

-- clearly communicating the critical success factors (CSFs) and constraints that apply to the service

-- ensuring the provider has access to the necessary resources of the consumer throughout the service relationship.

What are 'engage', 'plan' and 'improve' examples of?

• Service value chain inputs

• Service value chain activities

• Change control

• Service level management

Answer explanation

ITIL service value chain includes six value chain activities which lead to the creation of products and services and, in turn, value. The activities are Plan, Improve, Engage, Design and Transition, Obtain/Build, Deliver and Support.

What is defined as a cause, or potential cause, of one or more incidents?

• Known error

• Event

• Problem

• Change

Answer explanation

By definition:

- Problem is a cause, or potential cause, of one or more incidents.

- Known error is a problem that has been analysed but has not been resolved.

- Event is any change of state that has significance for the management of a service or other configuration item (CI).

- Change is the addition, modification, or removal of anything that could have a direct or indirect effect on services.