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WorksheetsITIL Overview
Total questions: 25
Worksheet time: 17mins
What is ITIL?
A set of best practices and guidance in IT Service Management
Led the IT Service Management (ITSM) industry with guidance, training and certification programmes for over 30 years
Designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.
The ability of an organization, person, process, application, configuration item or IT service to carry out an activity
Capability
Service
Value
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure
RACI model
Incident model
Continual service improvement (CSI) approach
The Deming Cycle
Service transition contains detailed descriptions of which processes?
Change management, service asset and configuration management, release and deployment management
Change management, capacity management event management, service request management
Service level management, service portfolio management, service asset and configuration management
Service asset and configuration management, release and deployment management, request fulfillment
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
1 Plan, 2 Do, 3 Check, 4 Act
3 Plan, 2 Do, 4 Check, 1 Act
4 Plan, 3 Do, 1 Check, 2 Act
2 Plan, 3 Do, 4 Check, 1 Act
What is the BEST description of an operational level agreement (OLA)?
An agreement between the service provider and another part of the same organization
An agreement between the service provider and an external organization
A document that describes to a customer how services will be operated on a day-to-day basis
A document that describes business services to operational staff
How do all value chain activities transform inputs to outputs?
By determining service demand
By using a combination of practices
By using a single functional team
By implementing process automation
Which statement about known errors and problems is CORRECT?
Known error is the status assigned to a problem after it has been analysed
A known error is the cause of one or more problems
Known errors cause vulnerabilities, problems cause incidents
Known errors are managed by technical staff, problems are managed by service management staff
Which is intended to help an organization adopt and adapt ITIL guidance?
the four dimensions of service management
the guiding principles
the service value chain
Practices
Which value chain activity communicates the current status of all four dimensions of service management?
Improve
Enage
Obtain/build
Plan
Which guiding principle recommends assessing the current state and deciding what can be reused?
Focus on value
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually c0-creates value with all stakeholders in line with the organization's objectives.
'focus on value' guiding principle
four dimensions of service management
service value system
'service request management' practice
Which are the missing steps from the Question Model of the continual improvement in the list below?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. ??
6. ??
‘Did we get there?’ and ‘Where should we go next?’
‘How do we keep the momentum going?’ and ‘Did we get there?’
‘What can we measure?’ and ‘Did we get there?’
‘Did we get there?’ and ‘How do we keep the momentum going?
Six environmental factors (PESTLE) that may positively or negatively affect any or several or all of the four dimensions are:
People, End-users, Social, Technology, Legal and Environment
Political, Economical, Social, Technological, Legal and Environment
Process, Evaluation, Social, Technological, Level and Environment
Performance, Economical, Social, Technological and Legal, Environment
Everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders
True
False
Reactive Problem Management is identifying and solving Problems before any Incidents have occurred.
True
False
