WorksheetsFinal_Exam_2
Total questions: 40
Worksheet time: 41mins
221. What is the purpose of the ‘monitoring and event management’ practice?
A. To restore normal service operation as quickly as possible
B. To manage workarounds and known errors
C. To capture demand for incident resolution and service requests
D. To systematically observe services and service components
222. Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.
A. Problem
B. Risk
C. Change
D. Configuration item
223. Which type of change is MOST LIKELY to be initiated as part of the ‘service request management’ practice?
A. A normal change
B. An emergency change
C. A standard change
D. A change model
224. Which can act as an operating model for an organization?
A. The four dimensions of service management
B. The service value chain
C. The ITIL guiding principles
D. Continual improvement
225. Which practice recommends the use of event-based surveys to gather feedback from customers?
A. Service level management
B. Change enablement
C. Service request management
D. Problem management
226. What is the purpose of the ‘problem management’ practice?
A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
227. Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change enablement
C. Service request management
D. Service level management
228. Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfilment workflow
D. To set user expectations for fulfilment times
229. Identify the missing words in the following sentence. A user is [?] that uses services.
A. An organization
B. A role
C. A team
D. A supplier
230. What is a change schedule PRIMARILY used for?
A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts
231. What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk
232. Which two practices use workarounds?
A. Change enablement and continual improvement
B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement
233. Which is included in the purpose of the ‘deliver and support’ value chain activity?
A. Meeting stakeholder expectations for time to market
B. Understanding the organization’s service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications
234. Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contract for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
235. Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization
236. What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A problem
C. A change
D. An event
237. What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools
238. What is defined as a change of state that has significance for the management of an IT service?
A. Event
B. Incident
C. Problem
D. Known error
239. Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
240. What is the PRIMARY use of a change schedule?
A. To support the ‘incident management’ practice and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes
241. Which guiding principle focuses on reducing costs and human errors?
A. Focus on value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
242. What is the purpose of the ‘incident management’ practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests
243. Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are
B. Collaborate and promote visibility
C. Progress iteratively with feedback
D. Think and work holistically
244. Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
A. Define measurable targets
B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics
245. What is important for a ‘continual improvement register’ (CIR)?
A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed
246. What can a service remove from the consumer and impose on the consumer?
A. Utility
B. Asset
C. Cost
D. Outcome
247. Which is a purpose of the ‘service level management’ practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization’s suppliers and their performance are managed appropriately
C. To support the agreed quality of a service by handling all agreed, user- initiated service requests
D. To set clear business-based targets for service levels
248. Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to respond to change requests
C. The average resolution time for incidents
D. The number of problems resolved
249. What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management
B. Practices
C. A value stream
D. Service level management
250. Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfilment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfilment should be carried out by service desk staff without automation
251. Which guiding principle requires the identification and managing of all stakeholdergroups in order to establish more robust communication across the staff?
A. Keep it simple and practical
B. Focus on value
C. Collaborate and promote visibility
D. Start where you are
252. What refers to the process of improving and increasing the efficiency of a process orservice?
A. Automation
B. Optimization
C. Value
D. Warranty
253. Which value chain activity ensures that products and services continually meetstakeholder expectations for quality, costs, and time to market?
A. Deliver and support
B. Obtain/build
C. Design and transition
D. Plan
254. During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?
A. What is the vision
B. Where do we want to be
C. Did we get there
D. Where are we now
255. You are working as a service desk analyst. You just received a change request to create anew user account. What type of change would this be considered?
A. Standard
B. Normal
C. Emergency
D. Routine
256. What is usually included as part of 'incident management'?
A. Authority to implement changes to a system
B. Observation of all services and service components to identify any change in state
C. Detailed procedures for the diagnosis of incidents
D. Use of specialized knowledge for complicated incidents
257. Which practice would include a formalized process for logging unplanned interruptions toa service?
A. Incident management
B. Change management
C. Problem management
D. Service level management
258. In terms of incident management, which value chain activity uses incident records as aninput to improvement activities based on the incident frequency and severity?
A. Engage
B. Improve
C. Design and transition
D. Deliver and support
259. What is NOT a phase in problem management?
A. Problem identification
B. Problem control
C. Incident analysis
D. Error control
260. What is the purpose of the 'service level management' practice?
A. Establishing and nurturing links between an organization and its stakeholders at strategicand tactical levels
B. Supporting the agreed quality of a service by handling all pre-defined, user-initiated servicerequests in an effective and user-friendly manner
C. Ensuring that an organization's suppliers and their performance levels are managedappropriately to support the provision of seamless quality products and services
D. Setting clear business-based targets for service performance so that the delivery of a servicecan be properly assessed, monitored, and managed against these targets
