ITIL 005

What is a configuration item?

• A.  Any financially valuable component that can contribute to delivery of an IT product or service
• B.  Any component that needs to be managed in order to deliver an IT service
• C.  Any change of state that has significance for the management of a service
• D.  A problem that has been analyzed but has not been resolved

Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?].

• A.  existing information
• B.  new methods
• C.  additional measurements
• D.  revised processes

Which dimension of service management considers the workflows and controls needed to deliver services?

• A.  Organization and people
• B.  Information and technology
• C.  Partners and suppliers
• D.  Value streams and processes

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

• A.  Start where you are
• B.  Focus on value
• C.  Think and work holistically
• D.  Optimize and automate

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

• A.  It identifies the cause of major incidents.
• B.  It authorizes changes to resolve incidents.
• C.  It maintains detailed procedures for diagnosing incidents.
• D.  It resolves the highest impact incidents first.

How should an organization prioritize incidents?

• A.  Ask the user for their preferred resolution timeframe.
• B.  Assess the availability of the appropriate support team.
• C.  Use an agreed classification which is based on the business impact of the incident.
• D.  Create an order of incidents based on the dates and times when they were logged.

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

• A.  To systematically observe services and service components
• B.  To protect the information needed by the organization to conduct its business
• C.  To be the entry point and single point of contact for the service provider with all of its users
• D.  To identify, analyze, monitor, and continually improve links with stakeholders

Which statement about problems is CORRECT?

• A.  Problems are not related to incidents.
• B.  Problems must be resolved quickly in order to restore normal business activity.
• C.  Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
• D.  Problem prioritization involves risk assessment.

Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

• A.  Understanding the organization’s vision
• B.  Understanding stakeholder needs
• C.  Meeting stakeholder expectations
• D.  Ensuring service components are available

Which is a result of applying the guiding principle ‘progress iteratively with feedback’?

• A.  The ability to discover and respond to failure earlier
• B.  Standardization of practices and services
• C.  Understanding the customer’s perception of value
• D.  Understanding the current state and identifying what can be reused