ITIL 009

Which term relates to service levels aligned with the needs of service consumers?

• A.  Service management
• B.  Warranty
• C.  Cost
• D.  Utility

Which directly assists with the diagnosis and resolution of simple incidents?

• A.  Scripts for collecting user information
• B.  Use of shift working patterns
• C.  Fulfillment of service requests
• D.  Creation of a temporary team

Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

• A.  Only add controls and metrics when they are needed
• B.  Design controls and metrics first, then remove those not adding value
• C.  Design controls and metrics and add them individually until all are implemented
• D.  Only add controls and metrics that are required for compliance

What is recommended by the guiding principle ‘progress iteratively with feedback’?

• A.  A current state assessment that is carried out at the start of an improvement initiative
• B.  The identification of all interested parts at the start of an improvement initiative
• C.  An improvement initiative that is broken into a number of manageable sections
• D.  An assessment of how all the parts of an organization will affect an improvement initiative

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

• A.  Service requests are usually normal changes that can be implemented quickly without authorization
• B.  Emergency changes are changes that must be fully tested and fully documented prior to implementation
• C.  Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
• D.  Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Which is a key requirement for a successful service level agreement (SLA)?

• A.  Using individual metrics that relate to the service catalogue
• B.  Using bundled metrics to relate performance to outcomes
• C.  Using single-system-based metrics that relate to outputs
• D.  Using an agreement between the service provider and service supplier

Which is considered by the ‘partners and suppliers’ dimension?

• A.  Using artificial intelligence
• B.  Defining controls and procedures
• C.  Using formal roles and responsibilities
• D.  Working with an integrator to manage relationships

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

• A.  Service level management
• B.  Service desk
• C.  Continual improvement
• D.  Change enablement

What is a service?

• A.  A possible event that could cause harm or loss, or make it more difficult to achieve objectives
• B.  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
• C.  A tangible or intangible deliverable of an activity
• D.  Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Which TWO are important aspects of the ‘service request management’ practice? 1. Standardization and automation 2. Providing a variety of channels for access 3. Establishing a shared view of targets 4. Policies for approvals

• A.  1 and 2
• B.  2 and 3
• C.  3 and 4
• D.  1 and 4