WorksheetsITIL 4 PHE
Total questions: 15
Worksheet time: 15mins
What varies in size and complexity, and uses functions to achieve its objectives?
A Risk
An Organization
A Practice
An Outcome
Which guiding principle recommends that the four dimensions of service management are considered?
Select One :
Progress iteratively with feedback
Focus on value
Think and work holistically
Keep It Simple & practical
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Deliver and support
Design and transition
Improve
Plan
What term is used to describe whether a service will meet availability, capacity and security requirements?
Utility
Outcomes
Warranty
Value
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
The problem remains in the known error status
Problem management restores the service as soon as possible
The problem record is deleted
A change request is submitted to change control
Which practice is responsible for moving components to live environments?
Change control
Deployment management
IT asset management
Release management
Which practice is MOST likely to benefit from the use of chatbots?
Service level management
Service desk
Continual improvement
Change enablement
What is the definition of service management?
Activities performed by an organization to provide products and services to their consumers
A description of services based on products, which meet the needs of a target consumer group
A means of enabling value co-creation by facilitating outcomes that customers want to achieve
A set of specialized organizational capabilities for enabling value for customers in the form of services
What is a standard change?
A change that is well understood, fully documented and pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn’t need a risk assessment because it is required to resolve an incident
A change that is assessed, authorized, and scheduled as part of ‘continual improvement’
Which practice is the responsibility of everyone in the organization?
Continual improvement
Problem management
Change control
Service level management
What can be used to determine if a service is 'fit for purpose'?
Availability
Utility
Warranty
Outcome
Which role submits service requests?
The customer, or their authorized representative
The user, or their authorized representative
The sponsor, or their authorized representative
The supplier, or their authorized representative
What is the definition of an event?
Any change of state that has significance for the management of a service or other configuration item
An unplanned interruption to a service or reduction in the quality of a service
Any component that needs to be managed in order to deliver an IT service
Any financially valuable component that can contribute to the delivery of an IT product or service
Which statement about a change authority is CORRECT?
Normal changes are pre-authorized and do not need a change authority
Emergency changes can be implemented without authorization from a change authority
A single change authority should be assigned to authorize all types of change and change models
A change authority should be assigned for each type of change and change model
What describes how components and activities work
together to facilitate value creation?
The ITIL service value system
The ITIL guiding principles
The four dimensions of service management
A service relationship
