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WorksheetsITIL4_Bigtest#6
Total questions: 40
Worksheet time: 40mins
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [_____] with all of its users.
Supplier
Customer
Service consumer
Service provider
Which statement about the 'change enablement' practice is CORRECT?
Emergency changes are changes that must be fully tested and fully documented prior to implementation
Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
Service requests are usually normal changes that can be implemented quickly without authorization
Which is a key requirement for a successful service level agreement (SLA)?
Using individual metrics that relate to the service catalogue
Using an agreement between the service provider and server supplier
Using bundled metrics to relate performance to outcomes
Using single system-based metrics that relate to outputs
Which does the ITIL service value system discourage?
Coordinated authorities and responsibilities
Organizational silos
Organizational agility
Interfaces among practices
Which practice forms a link between the service provider and the users of services?
Change enablement
Problem management
Service level management
Service desk
Which helps to streamline the fulfilment of service requests?
Understanding which seervice requests can be accomplished with limited approvals
Eliminating service requests which have complex workflows
Separating requests relating to service failures from the degradation of services
Creating new workflows for every service request
Which term relates to service levels aligned with the needs of service consumers?
Cost
Service management
Warranty
Utility
What is the definition of a known error?
Any change of state that has significance for the management of a service or other configuration item (CI)
An unplenned interruption to a service, or reduction in the quality of a service
A cause or potential cause, of one or more incidents
A problem that has been analyzed and has not been resolved
What is required by all service desk staff?
Demostration of emotional intelligence
Root cause anaylysis skills
Knowledge of telephony technology
Excellent technical knowledge
Which practice establishes a channel between the service provider and its users?
Supplier management
Relationship management
Change enablement
Service desk
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Service desk
Continual improvement
Service level management
Change enablement
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Service desk
Relationship management
Continual improvement
Service level management
Which will NOT be handled as a service request?
The degradation of a service
The provision of a latop
A complaint about a support team
The replacement of a toner cartridge
Which TWO are important aspects of the ‘service request management’ practice?
Providing a variety of channels for access
Establishing a shared view of targets
Standardization and automation
Policies for approvals
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Problem management
Incident management
Service request management
Service level management
Which of these activities is carried out as part of 'problem management'?
Creating incident records
Escalating incidents to a support team for resolution
Trend analysis of incident records
Diagnosing and resolving incidents
Which is handled as a service request?
An investigation to identify the cause of an incident
The failure of an IT service
An emergency change to implement a security patch
A compliment about an IT support team
Which usually requires a team of representatives from many stakeholder groups?
Logging a new problem
Fulfilling a servicce request
Investigating a major incident
Authorizing an emergency change
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Swarming
Target resolution times
Disaster recovery plans
Self-help
Which is an external input to the service value chain?
Feedback loops
Customer requirements
The "improve" value chain acivity
An orverall plan
Which practice needs people who understand complex systems and have creative and analytical skills?
Service request management
Problem management
Change enablement
Service level management
Which value chain activity ensures that service components meet agreed specifications?
Ontain/build
Deliver and support
Plan
Design and transition
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Release management
Relationship management
Monitoring and event management
Change control
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
Service desk
Monitoring and event management
Continual improvement
Service level management
Which dimension considers data security and privacy?
Information and technology
Partners and suppliers
Value streams and processes
Organizations and people
Which statement about the ‘continual improvement’ practice is CORRECT?
Continual improvement particiption should be limited to a small dedicated team
It is the role of senior management to authorize improvement initiatives
A single continual improvement register should be maintained by senior management
Training should be provided to those involved in continual improvement
What actions does a service desk take for all issues, queries and requests that are reported to them?
Diagnose, investigate, resolve
Initiate, approve, fulfill
Acknowledge, classify, own
Schedule, assess, authorize
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Relationship management
Service desk
Change enablement
Supplier management
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
A single SLA defines target service levels for multiple custoemr, so every customer sees reports about other customer's experiences
SLA targets change very frequently, so that each report incdludes new measures and trend cannot be analyzed
Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction
What is recommended by the guiding principle 'progress iteratively with feedback'?
An assessment of how all the parts of an organization will affect an imrpvement initiative
A current state assessment that is carried out at the start of an improvement initiative
An improvement initiative that is broken into a number of manageable sections
The identification of all interested parts at the start of an improvement initiative
What does 'change control' PRIMARILY focus on?
Changes to products and services
Changes to organizational structure
Changes to skills and competencies
Changes to service levels
Which directly assists with the diagnosis and resolution of simple incidents?
Creation of a temporaty team
Scripts for collecting user information
Use of shift working patterns
Fulfillment of service requests
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
Only add controls and metrics when they are needed
Only add controls and metrics that are required for compliance
Design controls and metrics first, then remove those not adding value
Design controls and metrics and add them invividually until all are implemented
What includes governance as a component?
The guiding principles
Practices
The Service value chain
The service value system
Which guiding principle considers customer and user experience?
Keep it simple and practical
Collaborate and promote visibility
Start whare you are
Focus on value
Which is a purpose of release management?
To handle user-initiated service requests
To protect the organization's information
To move hardware and software to live environments
To make new and changed services available for use
What is a service?
A possible event that could cause harm or loss, or make it mor difficult to chieve objectives
A tangible or intangible deliverable of an activity
Joint acitivities performaed by a service provider and a service consumer to ensure contrinual value cocreation based on agreed an avaible service offerings
A means of enabling value co-creation by facilitating outcomes that customers want to chieve, without the customer having to manage specific costs and risks
Which is included in the purpose of the 'service level management' practice?
To maximize the number of successful service and product changes
To ensure that suppliers and their performance are managed appropriately
To ensure accurate information about the configuration of services is available
TO set clear business-based for service levels
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Problems
Events
Requests
Incidents
Which is considered by the 'partners and suppliers' dimension?
Working with an integrator to manage relationships
Using artificial inelligence
Define controls and procedures
Using formal roles and responsibilities
