WorksheetsITIL Initiation - Full quizz
Total questions: 20
Worksheet time: 40mins
Which of these is a DIRECT benefit of having a Service Desk?
Customer Service Level Requirements are established
All the information in the CMDB is kept up to date.
Changes taking place are properly coordinated
Technical support staff are less likely to be interrupted to deal with user’s calls
What is a service?
A service is a team or a group of people associated with tool and resources
A service is a means of delivering values
A service is a set of activities to provide a result
A service is a set of responsibility assigned to a person or a team
Value is defined not only in terms of the customer’s Business outcomes; it is also highly dependent on?
The maturity of the IT processes
The customer’s perceptions
Managing the cost of service provision
Effective resource utilisation
Which of the following is an objective of business relationship management?
To identify patterns of business activity.
To secure funding to manage the provision of services
To ensure high levels of customer satisfaction
To ensure strategic plans for IT services exist
Which of the following BEST describes service strategies value to the business?
Allows higher volumes of successful change
Reduction in the duration and frequency of service outages
Reduction in unplanned costs through optimized handling of service outages
Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
Which of the following is NOT a process within the Service Design publication?
Service Portfolio Management
Service Level Management
Service Catalogue Management
Supplier Management
Which of the following is the best description of a document that details the initial requirements of the customer in terms of business needs?
The Business Service Catalogue
Service Level Agreement (SLA)
Service Level Requirements (SLR)
Service Overview Analysis (SOA)
What is the capacity manager responsible for?
Ensure that the service is delivered in a cost effective and timely manner in the level targets.
Ensure the service is available
Ensure that the database capacity is enough for the next 6 months
Ensure the the supplier is respecting his commitment
Which of the following is NOT an objective of Release and Deployment Management?
To ensure there are comprehensive release and deployment plans
To ensure all changes to services are reviewed in a controlled manner
To ensure minimal unpredicted impact when deploying new services
To ensure releases are deployed efficiently and on schedule
What is the correct sequence for the following activities within the Normal Change process?
1. Create and record the RFC
2. Authorize and schedule the Change
3. Assess and evaluate the RFC
4. Review and close the Change record
5. Co-ordinate the Change implementation
1, 2, 3, 4, 5
1, 3, 5, 4, 2
2, 1, 3, 5, 4
1, 3, 2, 5, 4
The following statements are related to which ITIL concept?
1. There is a defined trigger.
2. The task is well known, documented and proven.
3. Authority is effectively given in advance.
4. Budgetary Approval will typically be preordained.
5. The risk is low
A Configuration Model that is commonly used by all approved staff and users
A repeatable Change Model that requires minimal interaction with change initiators or customers
A Standard Change
A scheduled change review meeting
Which sentence describe the best what a CMS is?
A CMS is database where all the CIs are described.
A CMS is managed as a part of a CMDB
A CMS is a set of tools and data.
A CMS contains only hardware and software Configuration Items.
Which process is responsible to transfer skills and knowledge about a new release package?
Release and Deployment Management
Change Management
Knowledge Management
Service Validation and testing releases
The ability for Service Operation to perform effective operational monitoring and control depends on data and information from which of the following processes?
Incident Management
Event Management
Request Fulfilment
Access Management
“A warning that a threshold has been reached, something has changed, or a failure has occurred” describes which of the following?
An Incident
A Warning
An Alert
A Change
In which of the following would the details of a workaround be documented?
In a change proposal
In a Problem record
In the Technical Service Catalogue
In an Event register
Which of the following is most significant in determining the priority of an Incident?
The impact on the business and how quickly the business needs a resolution
The ease and speed of implementing the fix
The seniority of the person logging the Incident
The ability of the Service Desk to rectify the Incident without referral to specialist support groups
An effective Request Fulfillment process can contribute to a reduction in workload for which two ITIL processes?
Change Management and Release & Deployment Management
Change Management and Incident Management
Change Management and Problem Management
Demand Management and Incident Management
“The primary purpose of Continual Service Improvement is to continually align and realign IT Services to changing business needs.” What is the main way in which this is achieved?
Identifying and implementing improvements to measurement methods that support IT processes
Identifying and implementing improvements to technologies that support IT processes
Identifying and implementing improvements to IT services that support business processes
Identifying and implementing improvements to business processes that support IT services
Which of these values can be a good ROI?
With the new process update, we save USD 200'000 every years.
I discussed with my colleagues and they seems quite satisfied of the support for the last months.
Reorganizing the support service, our cost / incident decrease of 15%.
Following the last trainings, the maturity of the service managers are improving.
