D. A service interruption resolved by the use of self-help tools

A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs

C. A possible future event that could cause harm

What is the PRIMARY use of a change schedule?

C. To plan changes and help avoid conflicts

A. To support the ‘incident management’ practice and improvement planning

What are guiding principles?

D. Recommendations that help an organization when adopting a service management approach

A. A set of interconnected activities that help an organization deliver a valuable service

B. A description of one or more services that help address the needs of a target consumer group

C. A set of specialized organizational capabilities for enabling value for customers

Which guiding principle focuses on reducing costs and human errors?

B. Collaborate and promote visibility

What is the purpose of the ‘incident management’ practice?

B. To capture demand for incident resolution and service requests

D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

C. Progress iteratively with feedback

B. Collaborate and promote visibility

Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?

D. Evaluate measurements and metrics

B. Perform baseline assessments

What is important for a ‘continual improvement register’ (CIR)?

A. Improvement ideas are documented, assessed and prioritized

B. Improvement ideas from many sources are kept in a single CIR

C. Improvement ideas that are not being actioned immediately are removed from the CIR

D. Improvement ideas are tested, funded and agreed

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

C. To set clear business-based targets for service levels

B. To ensure that the organization’s suppliers and their performance are managed appropriately

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

Which statement about the automation of service requests is CORRECT?

B. Service requests and their fulfillment should be automated as much as possible

A. Service requests that cannot be automated should be handled as incidents

C. Service requests that cannot be automated should be handled as problems

D. Service requests and their fulfillment should be carried out by service desk staff without automation

What is a change schedule PRIMARILY used for?

D. To help plan changes, assist in communication and avoid conflicts

A. To help plan, authorize and schedule emergency changes

B. To publish a list of service requests that users can select

C. To ensure that a single change authority reviews every change

What is used to link activities within the service value chain?

C. Opportunity, demand and value

B. Inputs, outputs and triggers

Which describes the utility of a service?

D. A service that supports the performance of the consumer

A. A service that is fit for use

B. A service that meets its service level targets

C. A service that increases constraints on the consumer

Which two practices use workarounds?

C. Problem management and incident management

A. Change enablement and continual improvement

B. Change enablement and problem management

D. Incident management and continual improvement

Which statement about the ‘change enablement’ practice is CORRECT?

B. Normal changes are triggered by the creation of a change request which can be created manually or automated

A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process

C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Which is included in the purpose of the ‘deliver and support’ value chain activity?

D. Providing services to agreed specifications

A. Meeting stakeholder expectations for time to market

B. Understanding the organization’s service vision

C. Understanding stakeholder needs

What must always be done before an activity is automated?

A. Check that the activity has already been optimized

B. Check that suitable new technology has been purchased

C. Ensure that DevOps has been successfully implemented

D. Ensure the solution removes the need for human intervention

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

A. Information security management

C. Monitoring and event management

What is a change schedule used for?

D. To help manage normal changes

A. To help plan emergency changes

B. To help authorize standard changes

C. To help assign a change authority

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

D. Service configuration management

What actions does a service desk take for all issues, queries and requests that are reported to them?

B. Diagnose, investigate, resolve

Which is an external input to the service value chain?

A. The ‘improve’ value chain activity

Which is included in the purpose of the ‘service level management’ practice?

C. To set clear business-based targets for service levels

A. To maximize the number of successful service and product changes

B. To ensure accurate information about the configuration of services is available

D. To ensure that suppliers and their performance are managed appropriately

ITIL 003

Authored by Thanh Pham

Education

9th - 12th Grade

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41 questions

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MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A. Focus on value

B. Think and work holistically

C. Optimize and automate

D. Collaborate and promote

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is the purpose of the ‘problem management’ practice?

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

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Why should some service requests be fulfilled with no additional approvals?

A. To ensure that spending is properly accounted for

B. To ensure that information security requirements are met

C. To streamline the fulfillment workflow

D. To set user expectations for fulfillment times

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which is a purpose of the ‘service desk’ practice?

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

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

C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which are elements of the service value system?

A. Service provision, service consumption, service relationship management

B. Governance, service value chain, practices

C. Outcomes, utility, warranty

D. Customer value, stakeholder value, organization

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is defined as an unplanned interruption or reduction in the quality of a service?

A. An incident

B. A problem

C. A change

D. An event

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?

A. It should always be used to support direct observation

B. It should always be used instead of direct observation

C. Measured data is always more accurate than direct observation

D. The act of measuring always positively impacts results

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ITIL 003

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

What is the purpose of the ‘problem management’ practice?

Why should some service requests be fulfilled with no additional approvals?

Which is a purpose of the ‘service desk’ practice?

Which are elements of the service value system?

What is defined as an unplanned interruption or reduction in the quality of a service?

Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?

What is an incident?

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

Which dimension includes the knowledge needed for the management of services?

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