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WorksheetsFInal_Exam_1
Total questions: 40
Worksheet time: 40mins
61. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback
62. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
A. Service level management
B. Service configuration management
C. Relationship management
D. Continual improvement
63. How are target resolution times used in the 'incident management' practice?
A. They are agreed, documented, and communicated to help set user expectations
B. They are established, reviewed, and reported to ensure that customers are happy with the service
C. They are initiated, approved, and managed to ensure that predictable responses are achieved
D. They are scheduled, assessed and authorized to reduce the risk of service failures
64. Which practice involves the management of vulnerabilities that have been analysed but not resolved?
A. Change control
B. Service request management
C. Problem management
D. Service level management
65. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption
66. Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
67. Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The 'incident management' practice should use a single process regardless of the impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first
68. Which statement about the service value chain is CORRECT?
A. The service value chain converts value into demand
B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers
69. Which is the BEST description of the value of a service to a customer?
A. The amount of money the customer pays for using the service
B. The financial return the customer gets from using the service
C. The outcomes the customer receives by using the service
D. The customer's perception of the benefits of using the service
70. Which describes normal changes?
A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible
71. Which practice forms a link between the service provider and the users of services?
A. Change control
B. Service level management
C. Problem management
D. Service desk
72. Which value chain activity ensures that products meet stakeholder expectations for quality?
A. Design and transition
B. Engage
C. Obtain/build
D. Plan
73. Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?
A. Change Control
B. IT asset management
C. Service desk
D. Service request management
74. What describes how components and activities work together to facilitate value creation?
A. The ITIL service value system
B. The ITIL guiding principles
C. The four dimensions of service management
D. A service relationship
75. Which practice involves the management of vulnerabilities that were not identified before the service went live?
A. Service request management
B. Problem management
C. Change control
D. Service level management
76. What is the 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)
77. Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results
78. Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
79. 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 [?].
A. assets
B. values
C. elements
D. services
80. What should be considered as part of the 'partners and suppliers' dimension?
A. The level of integration and formality involved in the relationships between organizations
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization
141. Which dimension considers how knowledge assets should be protected?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes
142. 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?
A. Service management
B. Continual improvement
C. A service
D. An IT asset
143. Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support
144. What are the ITIL guiding principles used for?
A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization’s performance continually meets stakeholders’ expectations
145. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback
146. What is the purpose of the ‘deployment management’ practice?
A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance
147. Which is a service request?
A. Requesting a workaround for an issue
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service
148. 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.
A. costs
B. users
C. value
D. performances
149. What is a recommendation of the ‘focus on value’ guiding principle?
A. Make ‘focus on value’ a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement
150. Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically
151. Which describes a set of defined steps for implementing improvements?
A. The ‘improve’ value chain activity
B. The ‘continual improvement register’
C. The ‘continual improvement model’
D. The ‘engage’ value chain activity
152. Which is a key requirement for a successful service level agreement?
A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider’s view of the service
D. It should relate to simple operational metrics
153. When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
154. How does a service consumer contribute to the reduction of disk?
A. By paying for the service
B. By managing server hardware
C. By communicating constraints
D. By managing staff availability
155. What helps diagnose and resolve a simple incident?
A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization
156. Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement
C. Problem management
D. Service desk
157. Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes
158. What are the MOST important skills required by service desk staff?
A. Incident analysis skills
B. Technical skills
C. Problem resolution skills
D. Supplier management skills
159. Which TWO statements about an organization’s culture are CORRECT?
1. It is created from shared value based on how it carried 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
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
160. When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
