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WorksheetsITIL 4 practice 2
Total questions: 29
Worksheet time: 15mins
Which service management dimension is focused on the communication systems and knowledge bases used by employees?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?
Organizations and people
Information and technology
Partners and suppliers
Value Streams and processes
Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which service management dimension is focus on steps an organization undertakes and activities that trasnforms inputs into outputs?
Organizations and people
Information and technology
Partners and suppliers
Value Streams and processes
Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.
Activities
Practices
Service value system
Service value chain
Which describes the nature of the guiding principles?
A guiding principle can guide an organization in all circumstances.
Each guiding principle mandates specific actions and decisions
An organization will select one of the principles to adopt
Guiding principles describe the process that all organizations must adopt
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
You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?
Optimize and automate
Keep it simple and practical
Collaborate and promote visibility
Start where you are
Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?
Focus on value
Keep it simple and practical
Think and work holistically
Optimize and automate
Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
the warranty
outcomes
the utility
outputs
Which practice is the responsibility of everyone in the organization?
Service level management
Change control
Problem management
Continual Improvement
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
Value
An outcome
Warranty of a service
A service offering
What are the two types of cost that a service consumer should evaluate?
The cost of creating a service and the cost charged for the service
The cost removed by the service and the costs imposed by the service
The cost provisioning the service and the cost improving the service
The cost purchasing software and the cost of purchasing hardware
Fill in the blank. A [?] is a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
Warranty
Outcome
Service
Service Offering
What term best describes a service that is 'fit for use'?
Utility
Value
Outcome
Warranty
Which ITIL concept describes governance?
The service value system
The service value chain
The four dimensions of service management
The seven guiding principles
What is the acronims meaning of PESTLE?
Personal, Economic, Simple, Technological, Legal and Enviromental
Political, Economic, Social, Technological, Legal and Enviromental
Personal, Economic, Social, Technological, Legal and Enviromental
Political, Economic, Social, Technological, Legal and Entreprise
Complete the Information management areas Availability, Reliability, _______________, Timeliness, _______________, Relevance.
Dependency, Durability
Dependency, Accuracy
Accuracy, Durability
Accesibility, Accuracy
Which of the following is NOT an activity within the service value chain?
Plan
Obtain and Build/
Engage
Continual Improvement
Which statement about the value chain activities is CORRECT?
Practices are considered a value chain activity
Continual improvement is considered a value chain activity
Service value chain activities receive and provide triggers for further action to be taken
Activities within a service value chain operates independently from each other
Which ITIL concept describes the service value chain?
Service value system
Four demensions of service managements
Seven guiding principles
Practices
When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur?
The high level direction of the initiative has been understood.
The details steps of how to achieve you objectives
What metrics you will use to measure sucess
The current processes being used
Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?
what is the vision?
Where do we want to be?
How do we get there?
Where are we now?
Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?
What is the vision?
Where do we want to be?
How do we get there?
Where are we now?
During which step of the continual improvement model is change management and release management usually performed?
Where do we want to be?
Take action
Where are we now?
What is the vision?
What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
Information security management
Availability management
Service continuity management
Change control
What is the purpose of the 'continual improvement' practice?
Supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Aligning anorganization’s practices and services with changing businesses needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
Ensuring that risks are properly assessed, authorising changes to proceed and managing a change schedule in order to maximize the number of successfull IT changes
What is the purpose of the 'relationship management' practice?
To align the organization practices and services with changing business needs
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
To reduce the likelihood and impact of incidents by identifying actual and potencial causes of incidents, and managing workarounds and known errors
To minimize the negative impact of incidents by restoring the normal service operation as quickly as possible
What is defined as the practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?
Supplier management
Service level management
Capacity and performance management
Monitoring anf event management
