WorksheetsITIL V4 - QUIZ 5
Total questions: 62
Worksheet time: 31mins
Name
Class
Date
1.
Which should be handled by service request management ?
a)
A request to implement a security patch
b)
A request to provide a laptop
c)
A request to resolve an error in a service
d)
A request to change a target in a service level agreement
2.
What can help to reduce resistance to a planned improvement when applying the guiding principle collaborate and promote visibility ?
a)
Restricting information about the improvement to essential stakeholders only.
b)
Increasing collaboration and visibility for the improvement.
c)
Involving customers after all planning has been complete
d)
Engaging every stakeholder group in the same way, with the same communication.
3.
What can be described as an operating model for the creating and management of products and services?
a)
Governance
b)
Service value chain
c)
Guiding principles
d)
Practices
4.
What is a definition of a problem?
a)
An unplanned interruption to a service, or reduction in the quality of a service
b)
A cause, or potential cause, of one or more incidents
c)
An incident for which a full resolution is not yet available
d)
Any change of state that has significance for the management of a configuration item (CI)
5.
Which action is performed by a service provider?
a)
Requesting required service actions
b)
Authorizing budget for service consumption
c)
Ensuring access to agreed resources
d)
Receiving of the agreed goods
6.
Which statement about continual improvement is CORRECT?
a)
All improvement ideas should be logged in a single continual improvement register
b)
A single team should carry out continual improvement across the organization
c)
Continual improvement should have minimal interaction with other practices
d)
Everyone in the organization is responsible for some aspects of continual improvement
7.
Which step of the continual improvement model includes baseline assessments?
a)
Did we get there?
b)
Where are we now?
c)
What is the vision?
d)
Where do we want to be?
8.
Which describes a change authority ?
a)
A model used to determine who will assess a change
b)
A person who approves a change
c)
A tool used to help changes
d)
A way to manage the people aspects of change
9.
Which is NOT a component of the service value system?
a)
The service value chain
b)
Opportunity and demand
c)
Continual improvement
d)
Governance
10.
Which practice has a strong influence on the user experience and perception of the service provider?
a)
Service desk
b)
Change enablement
c)
Service level management
d)
Supplier management
11.
Which statement about service relationship management is CORRECT?
a)
It focuses on the service actions performed by users
b)
It requires the service consumer to create resources for the service provider
c)
It requires co-operation of both the service provider and service consumer
d)
It focuses on the fulfilment of the agreed service actions
12.
What is the MOST important reason for prioritizing incidents?
a)
To ensure that user expectations are realistic
b)
To ensure that incidents with highest impact are resolved first
c)
To help information-sharing are learning
d)
To provide links to related changes and known errors
13.
Which service level management activity helps staff to deliver a more business-focused service?
a)
Creating targets based on the percentage of uptime of a service
b)
Understanding the ongoing requirements of customers
c)
Using complex technical terminology in service level agreements (SLAs)
d)
Measuring low-level operational activities
14.
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
a)
Service request management
b)
Service configuration management
c)
Deployment management
d)
Change enablement
15.
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
a)
Progress iteratively with feedback
b)
Collaborate and promote visibility
c)
Think and work holistically
d)
Keep it simple and practical
16.
What is the purpose of the monitoring and event management practice?
a)
To restore normal service operation as quickly as possible
b)
To manage workarounds and known errors
c)
To capture demand for incident resolution and service requests
d)
To systematically observe services and service components
17.
Which statement about outcome is CORRECT?
a)
Outcomes rely on outputs to deliver results for a stakeholder
b)
Outcomes use activities to produce tangible or intangible deliverables
c)
Outcomes give service consumers assurance of products or services
d)
Outcomes help a service consumer to assess the cost of a specific activity
18.
Which skill is required by the service level management practice?
a)
Supplier management
b)
Technical expertise
c)
Event monitoring
d)
Problem management
19.
Which statement about the continual improvement model is CORRECT?
a)
Organizations should work through the steps of the model in the sequence in which they are presented
b)
The flow of the model helps organizations to link improvements to its goals
c)
The model is applicable to only certain parts of the service value system
d)
Organizations should use an additional model or method to link improvements to customer value
20.
What is the definition of warranty?
a)
A means of identifying events that could cause harm or loss
b)
A means of determining whether a service is fit for purpose
c)
A means of identifying a result for a stakeholder
d)
A means of determining whether a service is fit for use
21.
Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
a)
Information security management
b)
Change enablement
c)
Problem management
d)
Service configuration management
22.
Which statement about value creating activities is CORRECT?
a)
Each value stream should be designed with a specific combination of service value chain activities
b)
Service value chain activities have pre-determined dependencies on ITIL practices
c)
A value stream is an operating model for creating value through products and services
d)
Organizations should ensure that each value stream is applicable to many scenarios
23.
Which is provided by the engage value chain activity?
a)
Ensuring that stakeholder expectations for quality are met
b)
Ensuring that stakeholder needs are understood by the organization
c)
Ensuring that service components are available when needed
d)
Ensuring that services are operated to meet agreed specifications
24.
Which is part of the focus on value guiding principle?
a)
Understanding what services help the service consumer
b)
Reducing the number of steps in the customer experience
c)
Assessing services to identify parts that can be reused
d)
Identifying activities that can be achieved in smaller iterations
25.
Which is part of the definition of a customer?
a)
The role that defines the requirements for a service
b)
A means of enabling value co-creation
c)
The role that authorizes budget for service consumption
d)
A set of specialized organizational capabilities for enabling value
26.
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
a)
Focus on value
b)
Start where you are
c)
Think and work holistically
d)
Keep it simple and practical
27.
Identify the missing words in the following sentence.
a)
The incident management practice should maintain [?] for logging and managing incidents.
b)
a dedicated team
c)
a formal process
d)
detailed procedures
28.
a value chain activity
a)
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
b)
Collaborate and promote visibility
c)
Start where you are
d)
Focus on value
29.
Keep it simple and practical
a)
What is the purpose of the deployment management practice?
b)
To protect the information needed by the organization to conduct its business
c)
To make new and changed services and features available for use
d)
To move new or changed components to live environments
30.
Which two statements about the guiding principles are CORRECT? 1. The guiding principles support continual improvement 2. Each guiding principle applies to a selection of the available 3. Organizations should decide which one of the guiding principles is relevant to them stakeholder groups 4. Organizations should consider how the guiding principles interact with each other.
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
31.
Which statement about change authorities is CORRECT?
a)
Change authorities are only required for authorizing emergency changes
b)
Change authorities are assigned when each change is deployed
c)
Change authorities are only required for authorizing normal changes
d)
Change authorities are assigned for each type of change and change model
32.
When is the earliest that a workaround can be documented in problem management ?
a)
After the problem has been logged
b)
After the problem has been prioritized
c)
After the problem has been analyzed
d)
After the problem has been resolved
33.
Which is an activity of problem identification ?
a)
Analyzing information from software developers
b)
Establishing problem workarounds
c)
Analyzing the cause of problems
d)
Establishing potential permanent solutions
34.
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
a)
Service configuration management
b)
Service desk
c)
Problem management
d)
Deployment management
35.
Which statement about standard changes is CORRECT?
a)
A full assessment should be completed each time the change is implemented
b)
The change can be implemented with less testing if necessary
c)
The appropriate change authority should be assigned to each type of change
d)
The change does not require additional authorization
36.
Which two are considered part of the organizations and people dimension of service management? 1. Systems of authority 2. Culture 3. Relationships between organizations 4. Workflows.
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
37.
Which statement about the service request management practice is CORRECT?
a)
Service requests are fulfilled using simple workflows
b)
A new workflow is created for each type of request
c)
Additional approval is sometimes needed for restoration of service
d)
Financial authorization is sometimes required for service requests
38.
What is a cause, or potential cause, of one or more incidents?
a)
A configuration item
b)
A workaround
c)
An incident
d)
A problem
39.
Which guiding principle says that it is not usually necessary to build something new?
a)
Focus on value
b)
Start where you are
c)
Progress iteratively with feedback
d)
Think and work holistically
40.
Which practice includes management of workarounds and known errors?
a)
Monitoring and event management
b)
Service configuration management
c)
Problem management
d)
Incident management
41.
Which activity is part of the 'continual improvement' practice?
a)
Handling compliments and complaints from users to identify improvements
b)
Improving relationships with and between stakeholders
c)
Prioritizing and creating business cases for improvement initiatives
d)
Identifying the cause of unplanned interruptions to service
42.
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
a)
A mobile phone enables a user to work remotely
b)
A password allows a user connect to a WiFi network.
c)
A license allows a user to install a software product
d)
A service desk agent provides support to a user
43.
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
a)
utility
b)
warranty
c)
outcomes
d)
outputs
44.
Which statement about a service value stream is CORRECT?
a)
It uses inputs and outputs prescribed by ITIL
b)
It is a service value chain activity
c)
It integrates practices for a specific scenario
d)
It provides an operating model for service providers
45.
What term is used to describe whether a service will meet availability, capacity and security requirements?
a)
Outcomes
b)
Value
c)
Utility
d)
Warranty
46.
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
a)
A standard change
b)
A change model
c)
An emergency change
d)
A normal change
47.
Which describes the plan value chain activity?
a)
It ensures a shared understanding of the current status and vision for all products and services across the organization
b)
It ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations
c)
It ensures that service components are available when and where they are needed, and meet agreed specifications
d)
It ensures continual improvement of products, services, and practices across all value chain activities
48.
Which practice has the purpose of ensuring that the organization s suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
a)
Release management
b)
Supplier management
c)
Service management
d)
Relationship management
49.
Which includes governance, management practices, and continual improvement?
a)
The service value system
b)
The deliver and support value chain activity
c)
The focus on value guiding principle
d)
The value stream and processes dimension
50.
Which phase of problem management includes analysing incidents to look for patterns and trends?
a)
Problem identification
b)
Problem control
c)
Error control
d)
Post-implementation review
51.
Which statement about the optimize and automate guiding principle is CORRECT?
a)
Activities should be automated before they are optimized
b)
Automation is best applied to non-standard tasks
c)
Technology eliminates the need for human intervention
d)
Automation frees human resources for more complex activities
52.
What is defined as any financially valuable component that can contribute to the delivery of a service?
a)
Configuration item
b)
Product
c)
IT asset
d)
Event
53.
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
54.
Which statement about service requests is CORRECT?
a)
Complex service requests should be dealt with as normal changes
b)
Service requests that require simple workflows should be dealt with as incidents
c)
Service requests require workflows that should use manual procedures and avoid automation
d)
Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
55.
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization s specific circumstances?
a)
Continual improvement
b)
Service value chain
c)
Practices
d)
Guiding principles
56.
What is the MAIN benefit of problem management ?
a)
Restoring normal service as quickly as possible
b)
Reducing the number and impact of incidents
c)
Maximizing the number of successful changes
d)
Managing workarounds and known errors
57.
Which guiding principle discourages silo activity ?
a)
Focus on value
b)
Start where you are
c)
Collaborate and promote visibility
d)
Keep it simple and practical
58.
Which will help solve incidents more quickly?
a)
Target resolution times
b)
Escalating all incidents to support teams
c)
Collaboration between teams
d)
Detailed procedural steps for incident investigation
59.
What varies in size and complexity, and uses functions to achieve its objectives?
a)
A risk
b)
An organization
c)
A practice
d)
An outcome
60.
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
a)
Service level management
b)
Relationship management
c)
Service desk
d)
Monitoring and event management
61.
Which dimension considers the application of artificial intelligence to service management?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
62.
Which type of change is MOST LIKELY to be initiated as part of the service request management practice?
a)
A normal change
b)
An emergency change
c)
Which practice is responsible for moving new or changed components to live or other environments?
d)
A change model
100 %
