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WorksheetsITIL 4-2
Total questions: 41
Worksheet time: 2hrs 1mins
Name
Class
Date
1.
How does categorization of incidents assist incident management
a)
It helps direct the incident to the correct support area
b)
It determines the priority assigend to the incident
c)
It ensures that incident are resolved in times agreed with the customer
d)
It determines how the service provider is perceived
2.
what is the effect of increased automation on the 'service desk' ?
a)
Greater ability to focus on customer experience when personal contact is needed
b)
Decrease in self-service incident logging and resoltion
c)
Increased ability on fixing technology instead of supporting people
d)
Elimination of the need to escalate incidents to support teams
3.
Which term describes the functionality offered by a service
a)
Cost
b)
Utility
c)
Warranty
d)
Risk
4.
Which is the purpose of the 'monitoring and event management' practice?
a)
To ensure that accurate and realiable information about the configuration of services is available where it is needed
b)
To systematically observes services and service componenets, and report and selected changes of state
c)
To protect the information needed by the organization to conduct its business
d)
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
5.
What should all "Continual improvement" decisions based on?
a)
Details of how services are measured
b)
Accurate and carefully analyzed data
c)
An upto date balanced scorecard
d)
A recent maturity assessment
6.
How do all value chain activities transform inputs to outputs?
a)
By determining service demand
b)
By using a ombination of practices
c)
By using a single functional team
d)
by implementing process automation
7.
How does customer engagement contribute to the 'service level management practice'? 1.It captures information that metrics can be based on 2. It ensure organization meets defined service levels 3.It defined the workflow for service requests 4.It supports progress discussions
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
8.
What is the starting point of optimization?
a)
Securing stakeholder engagement
b)
Understanding the vision and objectives of the organization
c)
Determining where the most positive impact would be
d)
Standardizing practices and services
9.
Identify the missing words in the following sentences. The purpose of the [?] is to ensure that the organization continually co-creates value with all stake-holders in line with the organization's objective
a)
Focus on value' guiding principle
b)
Four dimensions of service management
c)
Service Value system
d)
Service request management' practice
10.
Which practice provides support for managing feedback,compliments and complaints from users?
a)
Change control
b)
Service request management
c)
Problem Management
d)
Incident management
11.
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
a)
Service provision
b)
Service consumption
c)
Service offering
d)
Service relationship management
12.
Which practice may invlove the initiation of disaster recovery?
a)
Incident management
b)
Service request management
c)
Service level management
d)
IT asset management
13.
What type of change is MOST likely to be managed by the 'service request management' practice?
a)
A normal change
b)
An emergency change
c)
A standard change
d)
An application change
14.
Which guiding principle emphasizes the need to understand the flow of work in progress, indentify bottle necks, and uncover waste?
a)
Focus on value
b)
Collaborate and promote visibility
c)
Think and work hoilistically
d)
Keep it simple and practical
15.
What is a means of enabling value co-creation by facilitating outcomes that customer wants to achieve?
a)
A service
b)
An output
c)
A practice
d)
Continual improvement
16.
Which statement about change authorization is CORRECT?
a)
A change authority should be assigned to each type of change model
b)
Centralizing change authorization to a single person is the most effective means of authorization
c)
The authorization of normal chnages should be expedited to ensure thethey can be implemented quickly
d)
Standard changes are high risk and should be authorized by the highest level of change authority
17.
Which dimension of service management considers governance, management, and communication?
a)
Organization and People
b)
Information and Technology
c)
Partners and Suppliers
d)
Value Streams and process
18.
Identify the missing words in the following sentences. A known error is a problem that has been [?] and has not been resolved
a)
Logged
b)
Analyzed
c)
Escalated
d)
Close
19.
Which statement about known errors and problem is CORRECT?
a)
Know error is the status assigned to a problem after it has been analyzed
b)
A known error is the cause of one or more problems
c)
Know errors cause vulnerabilities, problems cause incidents
d)
Know errors are managed by tehnical satff, problems are managed service management staff
20.
What does the 'service request management' practice depend on for maximim efficiency?
a)
Compliments and Complaints
b)
Self-service tools
c)
Process and procedures
d)
incident management
21.
Which statement about the 'Service desk' practice is CORRECT?
a)
It provides a link with stake-holders at strategic and tactical levels
b)
It carries out change assessment and authorization
c)
It investigate the casuse of incidents
d)
It needs a practical understanding of the busness process.
22.
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
a)
Service configuration management
b)
Service desk
c)
IT assest management
d)
Monitoring and event management
23.
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
a)
Supplier management
b)
Deployment management
c)
Problem Management
d)
Incident management
24.
Identify the missing words in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
a)
Outputs
b)
Outcomes
c)
Costs
d)
Risks
25.
Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?
a)
Optimize and automate
b)
Start where you are
c)
Focus on Value
d)
Progress itertively with feedback
26.
What should be done for every problem?
a)
It should be diagnosed to identify possible solutions
b)
it should be prioritized based on its potential impact and probability
c)
It should be resolved so that it can be closed
d)
It should have workaround to reduce the impact
27.
How should an organization include third-party suppliers in the continual improvement of service?
a)
Ensure suppliers details of their approach to service improvement in contracts
b)
Require evidence that the supplier uses agile development methods
c)
Require evidence that the supplier implements using project management practices
d)
Ensure that all supplier problem management activities result in improvements
28.
What consideration influence the supplier strategy of an organization
a)
Contrats and agreements
b)
Type of cooperation with suppliers
c)
Corporate culture of the organization
d)
Level of formality
29.
What is a problem?
a)
An addition or modification that could have an effect on services
b)
Any change of state that has significance for the management of a configuration item
c)
A cause or potential cause of one or more incidents
d)
An unplanned reduction in the quality of service
30.
What is the purpose of the 'relationship management' practice?
a)
To align the organization's practice and service with changing business needs
b)
To establish and nurture the links between the organization and its stake-holders at strategic and tactical levels
c)
To reduce the likelyhood and impact of incidents by identifying actual and potential cause of incidents, and managing workarounds and known errors
d)
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
31.
Which is intended to help an organization adopt and adapt ITIL guidence
a)
The four dimensions of service management
b)
The guiding principles
c)
The Service value chain
d)
Practices
32.
What is an output?
a)
A change of state that has significance for the management of a configuration item
b)
A possible event that could harm or loss
c)
A result for a stakeholder
d)
Something created by carrying out an activity
33.
What is the reason for using a balanced bundle of a service metrics?
a)
It reduces the number of metrics that need to be collected
b)
It reports each service element separately
c)
It provides an outcome-based view of services
d)
It facilitates the automatic collection of metrics
34.
Why should incidents be prioritized?
a)
To help automated matching of incidetns to problems or known errors
b)
To identify which support team the incident should be escalted to
c)
To ensure that incidents with highest business impact are resolved first
d)
To encourage a high level of collaboration within and between teams
35.
Which practice has a purpose that includes helping the organization to maximize value, control cost and manage risks?
a)
Relationship management
b)
IT asset management
c)
Release management
d)
Service Desk
36.
Why should service desk staff are detect recurring issues
a)
To help identify problems
b)
To escalate incidents to the correct support team
c)
To ensure effective handling of service requests
d)
To engage the correct change authority
37.
Which value chain activity communicates the current state of all four dimensions fo service management?
a)
Improve
b)
Engage
c)
Obtain/build
d)
Plan
38.
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
a)
Keep it simple and practical
b)
Optimize and automate
c)
Progress iteratively with feedback
d)
Focus on value
39.
Which practice provides visibility of the organization's service by capturing and reporting on service performance?
a)
Service Desk
b)
Service level management
c)
Service request management
d)
Service configuration management
40.
Which is the BEST example of an emergency change?
a)
The implementation of a planned new release of a software production
b)
A low-risk computer upgrade implemented as a service request
c)
The implementation of a security patch to a critical software application
d)
A scheduled major hadware and software implementation
41.
Which guiding principle recommends assessing the current state and deciding what can be resuse?
a)
Focus on value
b)
Start where you are
c)
Collaborate and promote visibility
d)
Progress itertively with feedback
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