8. Which is a service request?

Requesting information about how to create a document

Requesting an enhancement to an application

Requesting investigation of a degraded service

Requesting a workaround for an issue

12. Which is a purpose of the 'service level management' practice?

To set clear business-based targets for service levels

To support the agreed quality of a service handling all agreed, user-initiated service

To establish and nurture the links between the organization and its stakeholders

To ensure that the organization's suppliers and their performance are managed appropriately

15. What is warranty?

Assurance that a product or service will meet agreed requirements

The amount of money spent on a specific activity or resource

The functionality offered by a product or service to meet a particular need

The perceived benefits, usefulness and importance of something

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

Understanding the ongoing requirements of customers

Using complex technical terminology in service level agreements (SLAs)

Measuring low-level operational activities

Creating targets based on the percentage of uptime of a service

17. What is a change schedule PRIMARILY used for?

To help plan changes, assist in communication and avoid conflicts

To ensure that a single change authority reviews every change

To publish a list of service requests that users can select

To help plan, authorize and schedule emergency changes

18. What are the three phases of 'problem management'?

Problem identification, problem control, error control

Incident management, problem management, change control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

19. When should a change request be submitted to resolve a problem?

As soon as the analysis of cost, risks and benefits justifies the change

As soon as a solution for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as a workaround for the problem has been identified

21. How should the workflow for a new service request be designed?

Leverage existing workflows whenever possible

Use different workflows for each type of service request

Avoid workflows for simple service requests

Use a single workflow for all types of service request

25. Which statement about the 'service request management' practice is CORRECT?

Service requests are fulfilled using simple workflows

new workflow is created for each type of request

Financial authorization is sometimes required for service requests

Additional approval is sometimes needed for restoration of service

26. Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Progress iteratively with feedback

• Collaborate and promote visibility

29. 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

Collaborate and promote visibility

28. In which situation will incident management USUALLY use a separate process?

For information security incidents

Where the cause must be diagnosed

Where no target resolution time exists

31. Which helps to streamline the fulfilment of service requests?

Understanding which service requests can be accomplished with limited approvals

Creating new workflows for every service request

Separating requests relating to service failures from the degradation of services

Eliminating service requests which have complex workflows

32. Which practice has a purpose that includes ensuring that risks have been properly assessed?

Service configuration management

33. In which situation will incident management USUALLY use a separate process?

For information security incidents

Where the cause must be diagnosed

Where no target resolution time exists

35. Which guiding principle discourages 'silo activity'?

Collaborate and promote visibility

37. What are the ITIL guiding principles used for?

To identify activities that an organization must perform in order to deliver a valuable

To ensure that an organization's performance continually meets stakeholders'

To direct and control an organization

To help an organization make good decisions

39. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Progress iteratively with feedback

40. Which statement about outcome is CORRECT?

Outcomes rely on outputs to deliver results for a stakeholder

Outcomes give service consumers assurance of products or services

Outcomes use activities to produce tangible or intangible deliverables

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

Final_1

Authored by trung quoc

Specialty

3rd Grade

Used 3+ times

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40 questions

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MULTIPLE CHOICE QUESTION

1 min • 1 pt

1. Which dimension includes a workflow management system?

Organizations and people

Partners and suppliers

Information and technology

Value streams and processes

MULTIPLE CHOICE QUESTION

1 min • 1 pt

2. What is defined as a change of state that has significate for the management of an IT service?

Known error

Incident

Problem

Event

MULTIPLE CHOICE QUESTION

1 min • 1 pt

3. Which is provided by the 'engage'value chain activity?

Ensuring that stakeholder needs are understood by the organization

Ensuring that services are operated to meet agreed specifications

Ensuring that service components are available when needed

Ensuring that stakeholder expectations for quality are met

MULTIPLE CHOICE QUESTION

1 min • 1 pt

4. Which service level metrics are BEST for measuring user experience?

Operational metrics

Single system-based metrics

Metrics linked to defined outcomes

Metrics for the percentage of uptime of a service

MULTIPLE CHOICE QUESTION

1 min • 1 pt

5. Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Service transition

Service operation

Continual service improvement

Service strategy

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

When the procedure for the standard change is created

Each time the standard change is implemented

At least once a year

When an emergency change is requested

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

After the problem has been resolved

After the problem has been logged

After the problem has been prioritized

After the problem has been analyzed

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Final_1

1. Which dimension includes a workflow management system?

2. What is defined as a change of state that has significate for the management of an IT service?

3. Which is provided by the 'engage'value chain activity?

4. Which service level metrics are BEST for measuring user experience?

5. Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

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

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

8. Which is a service request?

9. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

10. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

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