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WorksheetsITIL4_Bigtest#2
Total questions: 45
Worksheet time: 45mins
1.Which statement about ‘continual improvement’ is CORRECT?
A.'"Continual improvement" should have minimal interaction with other practices
B.Everyone in the organization is responsible for some aspects of 'continual improvement'
C.All improvement ideas should be logged in a single "continual improvement register"
D.A single team should carry out "continual improvement" across the organization
2.Which statement about outcomes is CORRECT?
A.The co-create value for service providers by recucing costs and risks
B.They provide products to service providers based on outputs
C.They are deliverables provided to service consumers
D.They allow service consumers to chieve a desired result.
4.What is a value stream?
A.A set of interrelated or interacting activities that transform inputs into outputs
B.A documented statement of the outcomes provided by a service
C.A documented way to carry out an activity or a process
D.A series of steps an organization understakes to create and deliver products and services to consumers
5.Which word is NOT part of the ITIL definition of service?
A.Output
B.Value
C.Risk
D.Outcome
6.When should a workaround be created?
A.After he resolution of a problem
B.When a problem cannot be resolved quickly
C.When a potential permanent solution has been idenfiied
D.As soon as possible, once the incident is logged
7.Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A.Change enablement
B.Service configuration management
C.Problem manaagement
D.Information security management
8.Which statement about problems is CORRECT?
A.Problems are not related to incidents
B.Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
C.Problem must be resolved quickly in order to restone normal business activiy
D.Problem prioritization involves risk assessment
9.Which is a purpose of the ‘relationship management’ practice?
A.To be the entry point and single point of contact for the service provider with all of its users
B.To systematically observer services and service components
C.To identify, analyze, monitor, and continually improve links with stakeholders
D.To protect the information needed by the organization to conduct its business
10.Which step of the continual improvement model includes baseline assessments?
A.Did we get there?
B.Where do we want to be?
C.What is the vision?
D.Where are we now?
11.Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [_____].
12.Which statement about the ‘continual improvement model’ is CORRECT?
A.Organizations should use an additional model or method to link improvements to customer value
B.the model is applicable to only certain parts of the service value system
C.The flow of the model helps organizations to link improvements to its goals
D.Organizations should work through the steps of the model in the sequence in which they are presented
13.Which is a risk that might be removed from a service consumer by an IT service?
A.Failure of server hardware
B.Cost of purchasing servers
C.Service provider ceasing to trade
D.Security breach
14.Which practice is responsible for moving new or changed components to live or other environments?
A.Deployment management
B.Release management
C.Supplier management
D.Change enablement
15.Which dimension of service management considers the workflows and controls needed to deliver services?
A.Information and technology
B.Partners and suppliers
C.Organization and people
D.Value steams and processes
16.Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A.Think and work holistically
B.Focus on value
C.Optimize and automate
D.Start where you are
17.Which action is performed by a service provider?
A.Receiving of the agreed goods
B.Requesting required service actions
C.Ensuring access to agreed resources
D.Authorizing budget for service consumtion
19.What can be described as an operating model for the creating and management of products and services?
A.Governance
B.Practices
C.Guiding priciples
D.Service value chain
20.Which describes a ‘change authority’?
A.A persion who approves a change
B.A way to manage the people aspects of change`
C.A tool used to help changes
D.A model used to determine who will assess a change
21.What is the purpose of the ‘monitoring and event management’ practice?
22.Which guiding principle says that services and processes should NOT provide a solution for every exception?
A.Optimize and automate
B.Collaborate and promote visibility
C.Think and work holistically
D.Keep it simple and practical
23.Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [_____], and the CIs that support them, is available when and where it is needed.
A.Skills of people
B.Configuration of services
C.Releationships with supplisers
D.Authorization of changes
24.How should an organization prioritize incidents?
A.Ask the use for their preferred resolution timeframe
B.Create an order of incidents based on the dates and times when they were logged
C.Assess the availability of the appropriate support team
D.Use an agreed classification which is bassed on the business imrpact of the incident
25.Which statement about service relationship management is CORRECT?
26.Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
A.Collaborate and promote visibility
B.Think and work holistically
C.Keep it simple and practical
D.Progress interatively with feedback
27.Which ‘service level management’ activity helps staff to deliver a more business-focused service?
A.Measuring low-level operational activities
B.Understanding the ongoing requirements of customers
C.Create targets bases on the percentage of uptime of a service
D.Using complex techical terminology in service level agreements (SLAs)
28.Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [_____] appropriately to support the seamless provision of quality products and services.
A.Defined
B.rewarded
C.measured
D.Managed
29.Which practice has a strong influence on the user experience and perception of the service provider?
A.Service level management
B.Service desk
C.Supplier management
D.Change enablement
30.Which is a use of the change schedule?
A.Creating change models
B.Deciding the approval authority for changes
C.Automating the change process
D.Assigning resources to changes
31.Which statement about outcome is CORRECT?
A.Outcomes use activities to produce tangible or intangible deliverables
B.Outcomes give service consumers assurance of products or services
C.Outcomes rely on outputs to deliver results for a stakeholder
D.Outcomes help a service consumer to assess the cost of a specific activity
32.Which is NOT a component of the service value system?
A.The service value chain
B.Opportunity and demand
C.Continual improvement
D.Governance
33.Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
A.Unserstanding the current state and identifying what can be reused
B.the ability to discover and respond to failure earlier
C.Usertanding the customer's percetion of value
D.Standardization of practices and services
34.Which of these are influencing factors for partner and supplier strategy?
1. Corporate hospitality
2. Resource scarcity
3. Demand patterns
4. Personal relationship with supplier
A.3 and 4
B.2 and 3
C.1 and 2
D.1 and 4
36.Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
A.Ensuring service components are available
B.Unsderstading the organization's vision
C.Meeting stakehoder expectations
D.Unsderstanding stakehoder needs
37.Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
A.Change enablement
B.Service configuration management
C.Deployment management
D.Service request management
38.What is the definition of warranty?
A.A means of determining whether a service is fit for purpose
B.A means of identifying events that could cause harm or loss
C.A means of determining whther a service is fit for use
D.A means of identifying a result for a stakehoder
39.What is a definition of a problem?
A.An unplainned interruption to a service, or reduction in the quality of a service
B.An incident for which a full resolution is not yet available
C.A cause, or potential cause, of one or more incidents
D.Any change of state that has significance for the management of a configuration item (CI)
40.Which skill is required by the ‘service level management’ practice?
A.Problems management
B.Event monitoring
C.Technical expertise
D.Supplier management
41.Which should be handled by ‘service request management’?
A.A request to change a target in a service level agreement
B.A request to implement a security patch
C.A request to resolve an error in a service
D.A request to provide a laptop
42.Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
A.Incident management
B.Incident management
C.Monitoring and event management
D.Service level management
43.What is a configuration item?
A.A problem that has been analyzed but has not been resolved
B.Any component that needs to be managed in order to deliver an IT service
C.Any change of state that has significance for the management of a service
D.Any financially valuable component that can contribute to delivery of an IT product or service
44.Which of the four dimensions is concerned with “the supporting information and knowledge needed to deliver and manage the services”?
A.Information and technology
B.Partners and suppliers
C.Value streams and processes
D.Organization and people
45.What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
A.Involving customers after all planning has been completed
B.Engaging every stakehoder group in the same way, with the same communication
C.Restristing information about the improvement to essential stakehoders only
D.Increasing collaboration and visibility for the improvement
