Quiz_2_Test_Exam

21.   Which     dimension   considers   how   knowledge   assets   should   be protected?

• A.   Organizations and people

• B.  Partners and suppliers

• C.  Information and technology

• A.   Value streams and processes

22.   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?

• A.   Service management

• B.  Continual improvement

• C.  A service

• D.   An IT asset

23.   Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

• A.   Immediate escalation

• B.  Specialist teams

• C.  A separate process

• D.   Third party support

24.       What are the ITIL guiding principles used for?

• A.   To help an organization make good decisions

• B.  To direct and control an organization

• C.  To identify activities that an organization must perform in order to deliver a valuable service

• D.   To   ensure   that   an   organization’s   performance   continually   meets stakeholders’ expectations

25.   Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• A.   Each iteration should be designed before starting the initiative and implemented without feedback

• B.  Feedback should only be taken into account when one iteration fails to meet its objective

• C.  Feedback should be reduced for large improvements as it is unlikely that circumstances will change

• D.   Each iteration should be continually re-evaluated based on feedback

26. What is the purpose of the ‘deployment management’ practice?

• A.   To ensure services achieve agreed and expected performance

• B.  To make new or changed services available for use

• C.  To move new or changed components to live environments

• D.   To set clear business-based targets for service performance

27. Which is a service request?

• A. Requesting a workaround for an issue

• B. Requesting information about how to create a document

• C. Requesting an enhancement to an application

• D. Requesting investigation of a degraded service

28. Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

• A. costs

• B. users

• C. value

• D. performances

29. What is a recommendation of the ‘focus on value’ guiding principle?

• A. Make ‘focus on value’ a responsibility of the management

• B. Focus on the value of new and significant projects first

• C. Focus on value for the service provider first

• D. Focus on value at every step of the improvement

30. Which guiding principle recommends standardizing and streamlining manual tasks?

• A. Optimize and automate

• B. Collaborate and promote visibility

• C. Focus on value

• D. Think and work holistically