ITIL 4 Foundation: ITIL SVS (Part 4)

Which of the following methods or techniques can’t be use in continual improvement?

• Multiphase project

• Maturity assessments

• Balanced scorecard

• Build a guiding coalition

Answer explanation

There are many different methods and techniques that continual improvement can use. It’s important to select the right technique for the right situation, rather than trying to use them all at once. Methods and techniques include:

• Lean

• Multiphase project

• Maturity assessments

• DevOps

• Balanced scorecard

• Incremental or Agile improvements

• Quick wins

• SWOT (strengths, weaknesses, opportunities, and threats) analysis

Which of the following is used to track and manage improvement ideas from identification through to final action?

• Continual improvement register (CIR)

• Service management

• Service provision

• Strategy management practice

Answer explanation

To track and manage improvement ideas from identification through to final action, an organization uses a database or structured document called the continual improvement register (CIR).

Which of the following is not included in the continual improvement activities?

• Securing time and budget for continual improvement

• Identifying and logging improvement opportunities

• Assessing and prioritizing improvement opportunities

• Monitoring the impact of optimization continually

Answer explanation

Monitoring the impact of optimization continually is mainly included in optimization activities.

Which ITIL practice is to protect the information needed by the organization to conduct its business?

• Portfolio management

• Information security management

• Relationship management

• Service continuity management

Answer explanation

The information security management practice is to protect the information needed by the organization to conducts its business.

This includes understanding and managing risks to the confidentiality, integrity and availability of information, as well as authentication and nonrepudiation.

What is the purpose of the knowledge management practice?

• To align the organization’s practices and services with changing business needs through ongoing improvement

• To maintain and improve the effective, efficient, and convenient use of information

• To support good decision-making by decreasing the levels of uncertainty

• To formulate the goals of the organization and adopt the courses of action and allocation of resources

Answer explanation

The purpose of the knowledge management practice is to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organization.

Which of the following is an important metric used to evaluate the success in meeting an objective?

• KRA

• KPI

• SLA

• KPA

Answer explanation

A key performance indicator (KPI) is an important metric used to evaluate the success in meeting an objective.

Which management practice’s purpose is to ensure that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.

• Continual improvement

• Organizational change management

• Project management

• Relationship management

Answer explanation

The purpose of the organizational change management practice is to ensure that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.

Which of the following activities is NOT included in the portfolio management practice?

• Providing current and historical data, reports, and support to other practices

• Clearly defining products and services and linking them to the achievement of agreed outcomes, thus ensuring that all activities in the service value chain are aligned with value definition and the related CSFs

• Evaluating and prioritizing incoming product, service, or project proposals and other change initiatives based on resource constraints, existing commitments, and the organization’s strategy and objectives

• Implementing a strategic investment appraisal and decision-making process based on an understanding of the value, costs, risks, resource constraints, interdependencies, and impact on existing business activities

Answer explanation

Providing current and historical data, reports, and support to other practices about IT assets is part of IT asset management.

Which of the following activities is NOT included in the relationship management practice?

• Customer priorities are established and articulated, in alignment with business outcomes.

• Products and services facilitate value creation for service consumers and the organization.

• The organization is facilitating value for all stakeholders.

• Creating a single point of visibility and control to ensure consistency.

Answer explanation

Creating a single point of visibility and control to ensure consistency is included in the supplier management activity.

Which of the following is the purpose of the relationship management practice?

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

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

• To align the organization's practices and services with changing business needs

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