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WorksheetsITIL4_Bigtest#5
Total questions: 40
Worksheet time: 40mins
Which role approves the cost of services?
'Sponsor
Customer
Change authority
User
Which are elements of the service value system?
Outcomes, utility, warranty
Customer value, stakeholder value, organization
Governance, service value chain, practices
Service provision, service consumption, service relationship management
What is the purpose of the 'problem management' practice?
To reduce the likelihood and impract of incidents by indentifying actual and potential causes of incidents, and managing workarounds and known errors
to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
To minimize the nesgative impact of incidents by restoring normal service operations as quickly as possible
To protect the information needed by the organization to conduct its business
What is defined as a change of state that has significate for the management of an IT service?
Incident
Problem
Event
Known error
What is an incident?
A possible future event that could cause harm
A service interruption resolved by the use of self-help tools
A result enabled by one or more outputs
The planned removeal of an item that might affect a service
Which describes the utility of a service?
A service that meets it service level targets
A service that increases constrains on the consumer
A service that supports the performance of the consumer
A service that is fit for use
Which is an example of a business related measurement?
The number of passengers checked in
The number of problems resolved
The average resoltuon time for incidents
The avarage time to response to change requests
Identify the missing word in the following sentence.
A user is [_____] that uses services.
An organization
A team
A person
A supplier
Which is a purpose of the 'service desk' practice?
To establish and nurture the kinks between the organiation and its stakeholders at strategic and tactical levels
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
To be the entry point and simple point of contact for the service provider with all of its users
What must always be done before an activity is automated?
Check that suitable new technology has been purchased
Ensure that DevOps has been successfully implemented
Check that the activity has already been optimized
Ensure the solution removes the need for human intervention
What describes the steps needed to create and deliver a specific service to a consumer?
Service management
A value stream
Practices
Service level management
What is the PRIMARY use of a change schedule?
To manage standard change
To manage emergency changes
To support the "incdident management" practice and improvement planning
to plan changes and help avoid conflicts
Which two practices use workarounds?
Change enablement and problem management
Problem management and incident management
Change enablement and continual imrovement
Incident management and continual imrovement
What are guiding principles?
A set of specialized organizational capabilities for enabling value for customers
A set of interconnected activities that help an organization deliver a valuable service
Recommendations that help an organization when adopting a service management approach
A description of one or more services that help address the needs of a target consumer group
What can a service remove from the consumer and impose on the consumer?
Outcome
Asset
Asset
Cost
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Service management
Service consumption
Service consumption
Service offering
In which step of the 'continual improvement model' is an improvement plan implemented?
Take action
How do we get there?
Did we get there?
What is the vision?
Which practice makes new services available for use?
Deployment management
Release management
IT asset management
Change enablement
What is defined as an unplanned interruption or reduction in the quality of a service?
A problem
A change
An event
An incident
Which is a purpose of the 'service level management' practice?
To se clear business-based targets for service levels
to support the agreed quality of a sercice handling all agreed, user-initiated service requests
To establish and nurture the links between the organization and its stakehoders
To ensure that the organization's suppliers and their performance are managed appropriately
What is important for a 'continual improvement register' (CIR)?
Improvement ideas that are not being actioned immediately are removed from the CIR
Improvement ideas from many sources are kept in a single CIR
Improvement ideas are tested, funded and agreed
Improvement ideas are documented, assessed and priotitized
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
The act of measuring always positively impacts results
It should always be used to support direc obseration
Measured data is always more accurate than direct observation
It should always be used instead of direct observation
Which statement about the automation of service requests is CORRECT?
Service requests that cannot be automated should be handled as incidents
Service requests and their fulfillment should be automated as much as possible
Service requests that cannot be automated should be handled as problem
Service requests and their fulfillment should be carried out by service desk saff without automation
Which dimension includes the knowledge needed for the management of services?
Information and technology
Organizations and people
Value streams and process
Partners and suppliers
What is the purpose of the 'incident management' practice?
To minimize the negative impact of incidents by restoring normal service operations as quickly as possible
To reduce the likehood and impact of incidents by identifying actual and potential causes of incidents
To capture demand for incident resolution and service requests
To support the agree service quality by effective handling of all agreed user-initiated service requests
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
Peform baseline assessments
Define measurable targets
Execute improvement actions
Evaluate measurements and metrics
Which guiding principle focuses on reducing costs and human errors?
Focus and value
Think and work holistically
Collaborate and promote visibility
Optimize and automate
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Information security management
Monitoring and event management
Service level management
Continual improvement
Why should some service requests be fulfilled with no additional approvals?
To ensure that information security requirements are met
To ensure that spending is properly accounted for
To set user expectations for fulfillment times
To streamline the fulfillment workflow
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Service level management
Service desk
Servive request management
Service configuration management
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Focus and value
Collaborate and promote
Optimize and automate
Think and work holistically
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Think and work holistically
Start where you are
Progress interatively with feedback
Collaborate and promote visibility
Which gives a user access to a system?
Service requirement
Service provision
Service consumption
Service agreement
Which statement about the 'change management' practice is CORRECT?
There should be a separacte change authority for standard changes which includes senior managers who understand the risks involved
Normal changes are triggered by the creation of a change request which can be created manually or automated
Standard changes are those that need to be scheduled , assessed and authorized following a standard process
Assessment and authorization of normal changes chould be expedited to ensure they can be implemented quickly
What is a change schedule PRIMARILY used for?
To help plan changes, assist in communication and avoid conflicts
To ensure that a sungle change authority reviews every change
To help plan, autorize and schedule emergenc changes
To publish a list of service requests that users can select
Which is included in the purpose of the 'deliver and support' value chain activity?
Unserstanding the organiation's service vision
Understanding stakehoder needs
Providing services to agreed specifications
Meeting stakehoder expectations for time to market
Which guiding principle considers the importance of customer loyalty?
Focus and value
Optimize and automate
Progress interatively with feedback
Start where you are
What is a change schedule used for?
To help auhorize standard change
To help manage normal changes
To help plan emergency changes
To help asign a change authority
Which practice would help a user gain access to an application that they need to use?
Service request management
Service level management
Change enablement
Service configuration management
What is used to link activities within the service value chain?
Opportunity, demand and value
Service level agreements
Input, output and triggers
Service desk
