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WorksheetsITIL4_Bigtest#7
Total questions: 40
Worksheet time: 40mins
When should a full risk assessment and authorization be carried out for a standard change?
At least once a year
Each time the standard change is implemented
When an emergency change is requested
When the procedure for the standard change is created
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Service management
A service
Continual improvement
An IT asset
When should the effectiveness of a problem workaround be assessed?
Whenever the problem is resolved
Whenever the workaround becomes a known error
Whenever the problem is prioritized
Whenerver the workaround is used
Which guiding principle recommends standardizing and streamlining manual tasks?
Collaborate and promote visibility
Optimize and automate
Think and work holistically
Focus on value
Which statement about emergency changes is CORRECT?
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
The testing of emergency can be eliminated in order to implement the change quickly
Emergency changes should be authorized and implemented as service requests
Emergeny changes must be fully documented before authorization and implementation
Which statement about the steps to fulfill a service request is CORRECT?
They should be brief and simple
They should be complex and detailed
They should include incident handling
They shoukd be well-known and proven
What are the MOST important skills required by service desk staff?
Supplier management skills
Problem resolution skills
Techinical skills
Incident analysis skills
How does a service consumer contribute to the reduction of risk?
By communicating constraints
By managing server hardware
By managing staff availability
By paying for the service
What are 'engage', 'plan' and 'improve' examples of?
Service value chain inputs
Service value chain activities
Change control
Service level management
What is defined as a cause, or potential cause, of one or more incidents?
Known error
Event
Problem
Change
What is the purpose of the 'deployment management' practice?
To move new or changed components to live environments
To ensure services achieve agreed and expected performance
To make new or changed services available for use
To set clear business-based targets for serie performance
Which dimension considers how knowledge assets should be protected?
Information and technology
Organizations and people
Partners and suppliers
Value stream and processes
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Service request management
Service desk
Change control
IT asset management
What helps diagnose and resolve a simple incident?
Problem priotitization
Rapid escalation
Formation of a temporaty team
The use of scripts
Which is part of service provision?
The joint activities performed to ensure continual value co-creation
The management of resources configured cto deliver the service
The management of resources needed to consume the service
The grouing of one or more services based on one or more products
Which is included in the purpose of the 'design and transition' value chain activity?
Providing transparency and good stakholder relationships
Continually meeting stakeholder expectations for costs
Ensuring that service components are available when needed
Supporting services according to specifications
Which statement about a "continual improvement register" is CORRECT?
It should be used to capture user demand
It should be re-prioritized as ideas are documented
There should only be one for the whole organization
It should be managed at the senior level of the organitaion
What are the ITIL guiding principles used for?
To ensure that organization's oerformance continually meets stakeholder's expectation
To help an organization make good decisions
To identify activities that an organization mus perform in order to deliver a valuable service
TO direct and control an organization
Which statement about service desks is CORRECT?
The service desk should remain isolated from technical support teams
The service desk should rely on self-service portals instead of escalation to support teams
The service desk should escalate all techinical issues to support an development teams
The service desk should work in close collaboration with support and development teams
Which service level metrics are BEST for measuring user experience?
Single system-based metrics
Operational metrics
Metrics for the percentage of uptime of a service
Metrics linked to defined outcomes
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
1 and 2
3 and 4
1 and 4
2 and 4
Which is a key requirement for a successful service level agreement?
It should be simple written and easy to understand
It should relate to simple organizatioal metrics
It should be written in legal language
It should be based on the service provider's view of the service
What is warranty?
Assurance that a product or service will meet agreed requirements
The functionality offered by a product or service to meet a particular need
The amount of money spent on a specific activity or resource
the perceived benefits, unsefulness and importance of something
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Service level management
Service configuration management
Change control
Problem management
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Each iteraction should be continually re-evaluated based on feedback
Each iteration should be designed before starting the initiative and implemented without feedback
Feedback should only be taken into account when one iteration fails to meet its objective
Feedback should be reduced for large improvements as it is unlikely that circumstances will change
Which statement about outcomes is CORRECT?
An outcome is a tangible or intangible ativity
Outcomes are how the service performs
An output can be enabled by one or more outcomes
An outcome can be enabled by more than one output
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [_____].
Values
Assets
elements
Services
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 [_____] are managed appropriately to support the seamless provision of quality products and services.
Users
Performances
value
Costs
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Change control
Problem management
Service desk
Continual improvement
Which practice updates information relating to symptoms and business impact?
Service request management
Change control
Service level management
Incident management
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Start where you are
Keep is simple and practical
Focus on value
Progress iteratively with feedback
Which describes a set of defined steps for implementing improvements?
The "improve" value chain activity
The "conitnual improvement register"
The "continual imrovement model"
The "Engage" value chain activity
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
An organization should always use a strenghth, weakness, opportunity and threat (SWOT) analysis
An organization should always use a single technique to ensure metrics and consistent
An organization should always develop competencies in methodologies and techniques that will meet their needs
An organization should always use an approach that combines Lean, Agile, and DevOps methodologies
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Start where you are
Optimize and automate
Collaborate and promote visibility
Keep it simple and practical
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Relationship management
Problem management
Supplier managemetn
Service desk
What is a recommendation of the 'focus on value' guiding principle?
Focus on value at every step of the improvement
Make "focus on value" a responsibility of the management
Focus on the value of new and significant projects first
Focus on value for the service provider first
When should a change request be submitted to resolve a problem?
As soon as the analysis of cost, risks and benefits justifies the change
As soon as the analysis of the frequency and impact of incidents justifies the change
As soon as a workaround for the prblem has been identified
As soon as a solution for the problem has been identified
Which is NOT a component of the service value system?
Govenance
The four dimensions of service mangement
Practices
The guiding principles
Identify the missing words in the following sentence.
The management of information security incidents usually requires [______].
A separate process
Specialist teams
Immediate escalation
Third party support
Which is a service request?
Requesting investigation of a degraded service
Requesting an enhancement to an application
Requesting information about how to create a document
Requesting a workaround for an issue
