WorksheetsITIL V4 - QUIZ 2
Total questions: 55
Worksheet time: 28mins
Name
Class
Date
1.
What is described by the service value system?
a)
How all the components and activities of the organization work together as a system to enable value creation
b)
Services based on one or more products, designed to address needs of a target consumer group
c)
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
d)
How to apply the systems approach of the guiding principle think and work holistically
2.
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
a)
Problem management
b)
Supplier management
c)
Release management
d)
Service desk
3.
What is defined as any component that needs to be managed in order to deliver an IT service?
a)
A service request
b)
A configuration item (CI)
c)
An incident
d)
An IT asset
4.
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
a)
Progress iteratively with feedback
b)
Focus on value
c)
Think and work holistically
d)
Keep it simple and practical
5.
Which two statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
6.
What is an IT asset?
a)
Any financially valuable component that can contribute to delivery of an IT product or service
b)
Any component that needs to be managed in order to deliver a service
c)
A request from a user mat initiates a service action
d)
The removal of anything that could have a direct or indirect effect on services
7.
Which dimension includes a workflow management system?
a)
Organizations and people
b)
Partners and suppliers
c)
Information and technology
d)
Value streams and processes
8.
Identify the missing word in the following sentence: A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
a)
information
b)
costs
c)
utility
d)
warranty
9.
Which of these should be logged and managed as a problem?
a)
A user requests delivery of a laptop
b)
A monitoring tool detects a change of state for a service
c)
Trend analysis shows a large number of similar incidents
d)
'Continual improvement' needs to prioritize an improvement opportunity
10.
In which two situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
11.
Which guiding principle recommends coordinating all dimensions of service management?
a)
Start where you are
b)
Progress iteratively with feedback
c)
Think and work holistically
d)
Keep it simple and practical
12.
What is the purpose of the 'relationship management' practice?
a)
To establish and nurture the links between the organization and its stakeholders
b)
To align the organization's practices and services with changing business needs
c)
To set clear business-based targets for service performance
d)
To support the agreed quality of a service handling all agreed, user-initiated service requests
13.
How should the workflow for a new service request be designed?
a)
Use a single workflow for all types of service request
b)
Use different workflows for each type of service request
c)
Avoid workflows for simple service requests
d)
Leverage existing workflows whenever possible
14.
What is the purpose of the 'information security management' practice?
a)
To protect the information needed by the organization to conduct its business
b)
To observe services and service components
c)
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
d)
To plan and manage the full lifecycle of all IT assets
15.
Identify the missing word in the following sentence: The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
a)
measurement
b)
tools
c)
plans
d)
process
16.
How should automation be implemented?
a)
By replacing human intervention wherever possible
b)
By replacing the existing tools first
c)
By initially concentrating on the most complex tasks
d)
By optimizing as much as possible first
17.
Which activity is part of the 'continual improvement' practice?
a)
Identifying and logging opportunities
b)
Delivering tactical and operational engagement with customers
c)
Populating and maintaining the asset register
d)
Providing a clear path for users to report issues, queries, and requests
18.
Which competencies are required by the 'service level management' practice?
a)
Problem investigation and resolution
b)
Business analysis and commercial management
c)
Incident analysis and prioritization
d)
Balanced scorecard reviews and maturity assessment
19.
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
a)
Incident management
b)
Problem management
c)
Continual improvement
d)
Service request management
20.
Which statement about costs is CORRECT?
a)
Costs imposed on the consumer are costs of service utility
b)
Costs removed from the consumer are part of the value proposition
c)
Costs imposed on the consumer are costs of service warranty
d)
Costs removed from the consumer are part of service consumption
21.
What is typically needed to assign complex incidents to support groups?
a)
A self-help tool
b)
The incident priority
c)
A change schedule
d)
The incident category
22.
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
a)
Service level management
b)
Service configuration management
c)
Relationship management
d)
Continual improvement
23.
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
a)
As a change request
b)
As a service request
c)
As an event
d)
As a problem
24.
What should be done to determine the appropriate metrics for measuring a new service?
a)
Measuring the performance over the first six months, and basing a solution on the results
b)
Asking customers to provide numerical targets that meet their needs
c)
Asking customers open questions to establish their requirements
d)
Using operational data to provide detailed service reports
25.
Which dimension includes activities and workflows?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
26.
What should be used to set user expectations for request fulfillment times?
a)
The time that the customer indicates for service delivery
b)
The consumer demand for the service
c)
The time needed to realistically deliver the service
d)
The service levels of the supplier
27.
Which is one of the five aspects of service design?
a)
Management information systems and tools
b)
Risk analysis and management approach
c)
Management policy for business case creation
d)
Corporate governance and policy
28.
Which statement about IT service management is CORRECT?
a)
It is performed by customers using a mix of IT systems, services and processes
b)
It is performed by IT service providers using a mix of suppliers and their products
c)
It is performed by the service desk using a mix of people, process and technology
d)
It is performed by IT service providers using a mix of people, process and technology
29.
Which is the CORRECT explanation of the R role in a RACI matrix?
a)
This role ensures that activities are executed correctly
b)
This role has ownership of the end result
c)
This role is involved in providing knowledge and input
d)
This role ensures the flow of information to stakeholders
30.
Which statement about change management is CORRECT?
a)
It optimizes overall business risk
b)
It optimizes financial exposure
c)
It ensures that all changes are authorized by the change advisory board (CAB)
d)
It ensures that service requests follow the normal change management process
31.
Which statement about the four Ps of service design is CORRECT?
a)
Processes refers to skill and training
b)
Partners refers to suppliers and vendors
c)
People refers to technology and tools
d)
Products refers to producers and metrics
32.
What is the primary focus of business capacity management?
a)
Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
b)
Review of all capacity supplier agreements and underpinning contracts with supplier management
c)
Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
d)
Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
33.
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
a)
Local
b)
Centralized
c)
Outsourced
d)
Virtual
34.
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
a)
A standard change
b)
An emergency change
c)
An internal change
d)
A normal change
35.
Which service transition process provides guidance about converting data into information?
a)
Change evaluation
b)
Knowledge management
c)
Service validation and testing
d)
Service asset and configuration management
36.
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
a)
Service-based SLA view
b)
Wholesale customer view
c)
Retail customer view
d)
Supporting services view
37.
Service transition contains detailed descriptions of which processes?
a)
Change management, service asset and configuration management, release and deployment management
b)
Change management, capacity management, event management, service request management
c)
Service level management, service portfolio management, service asset and configuration management
d)
Service asset and configuration management, release and deployment management, request fulfillment
38.
Which is an objective of the design coordination process?
a)
To produce service design packages and ensure they are handed over to service transition
b)
To assess and evaluate all changes and their impact on service designs
c)
To document the initial structure and relationship between services and customers
d)
To gather and document new service level requirements from the customer
39.
What MAIN factors are considered to assess the priority of an incident?
a)
The urgency and impact
b)
The impact and complexity
c)
The cost and urgency
d)
The complexity and cost
40.
Which term is used to describe the prediction and control of income and expenditure within an organization?
a)
Charging
b)
Governance
c)
Budgeting
d)
Accounting
41.
Where should all master copies of controlled software and documentation be stored?
a)
In the definitive capacity library
b)
In the definitive media library
c)
In the definitive security library
d)
In the definitive production library
42.
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
a)
Service operation
b)
Service transition
c)
Continual service improvement
d)
Service strategy
43.
Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment.
a)
1, 2 and 4 only
b)
1, 2 and 3 only
c)
2, 3 and 4 only
d)
1, 3 and 4 only
44.
What is NOT within the scope of service catalogue management?
a)
Contribution to the definition of services
b)
Interfaces between all services and supporting services
c)
Interfaces between the service catalogue and service portfolio
d)
Fulfilment of business service requests
45.
What three elements make up the Service Portfolio?
a)
Customer portfolio, service catalogue and retired services
b)
Customer portfolio, configuration management system and service catalogue
c)
Service pipeline, service catalogue and retired services
d)
Service pipeline, configuration management system and service catalogue
46.
Who is responsible for defining metrics for change management?
a)
The change management process owner
b)
The change advisory board (CAB)
c)
The service owner
d)
The continual service improvement manager
47.
Which is a supplier category?
a)
Technical
b)
Commodity
c)
Customer
d)
Resource
48.
Which process is used to compare the value that new services offer with the value of the services they have replaced?
a)
Availability management
b)
Capacity management
c)
Service portfolio management
d)
Service catalogue management
49.
Which is an important principle of communication in service operation?
a)
Information should always be communicated
b)
It has an intended purpose or a resultant action
c)
Meetings are always the best method of communication
d)
It is stored in the configuration management system
50.
What do customer perceptions and business outcomes help to define?
a)
The value of a service
b)
Service metrics
c)
The total cost of a service
d)
Key performance indicators (KPIs)
51.
Which statement about metrics is CORRECT?
a)
Process metrics can be used to measure end-to-end service performance
b)
Technology metrics can be used to measure component performance and availability
c)
Process metrics can be used to measure the utilization of a supplier s network
d)
Technology metrics can be used to determine the overall health of a process
52.
What takes place in the ‘Did we get there?’ step of the continual service improvement (CSI) approach?
a)
An initial baseline assessment
b)
The production of a detailed CSI plan
c)
Verifying that improvement targets have been achieved
d)
Understanding priorities for improvement
53.
Which is an example of improving service utility using service management automation?
a)
Pre-determined routing of a service request
b)
Reducing the time to compile service data
c)
Monitoring service availability
d)
Faster resource allocation
54.
What is the CORRECT definition of service management?
a)
A set of specialized assets for transitioning services into the live operational environment
b)
A set of specialized organizational capabilities for delivering value to customers in the form of services
c)
The capability of supplier to deliver services to providers in exchange for money
d)
The capability of service providers to minimize their costs without reducing the value of the services
55.
Which is the correct combination of items that makes up an IT service?
a)
Customers, providers and documents
b)
Information technology, people and processes
c)
Information technology, networks and people
d)
People, processes and customers
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