ITIL PracQuiz 4

Which describes the 'plan' value chain activity?

• It ensures a shared understanding of the current status and vision for all products and services across the organization

• It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations

• It ensures that service components are available when and where they are needed, and meet agreed specifications

• It ensures continual improvement of products, services, and practices across all value chain activities

Which phase of problem management includes analyzing incidents to look for patterns and trends?

• Problem identification

• Problem control

• Error control

• Post-implementation review

Which statement about the 'optimize and automate' guiding principle is CORRECT?

• Activities should be automated before they are optimized

• Automation is best applied to non-standard tasks

• Technology eliminates the need for human intervention

• Automation frees human resources for more complex activities

What is defined as any financially valuable component that can contribute to the delivery of a service?

• Configuration item

• Product

• IT asset

• Event

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

• Continual improvement

• Service value chain

• Practices

• Guiding principles

What is the MAIN benefit of 'problem management'?

• Restoring normal service as quickly as possible

• Reducing the number and impact of incidents

• Maximizing the number of successful changes

• Managing workarounds and known errors

Which guiding principle discourages 'silo activity'?

• Focus on value

• Start where you are

• Collaborate and promote visibility

• Keep it simple and practical

What is included in the purpose of the 'relationship management' practice?

• Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders

• Setting clear business-based targets so that the delivery of a service can be properly assessed

• Creating collaborative relationships with key suppliers to uncover and realize new value

• Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

• Service level management

• Relationship management

• Service desk

• Monitoring and event management

Which dimension considers the application of artificial intelligence to service management?

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes