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WorksheetsFinal_1
Total questions: 40
Worksheet time: 40mins
1. Which dimension includes a workflow management system?
Organizations and people
Partners and suppliers
Information and technology
Value streams and processes
2. What is defined as a change of state that has significate for the management of an IT service?
Known error
Incident
Problem
Event
3. Which is provided by the 'engage'value chain activity?
Ensuring that stakeholder needs are understood by the organization
Ensuring that services are operated to meet agreed specifications
Ensuring that service components are available when needed
Ensuring that stakeholder expectations for quality are met
4. Which service level metrics are BEST for measuring user experience?
Operational metrics
Single system-based metrics
Metrics linked to defined outcomes
Metrics for the percentage of uptime of a service
5. Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
Service transition
Service operation
Continual service improvement
Service strategy
6. When should a full risk assessment and authorization be carried out for a standard change?
When the procedure for the standard change is created
Each time the standard change is implemented
At least once a year
When an emergency change is requested
7. When is the earliest that a workaround can be documented in 'problem management?
After the problem has been resolved
After the problem has been logged
After the problem has been prioritized
After the problem has been analyzed
8. Which is a service request?
Requesting information about how to create a document
Requesting an enhancement to an application
Requesting investigation of a degraded service
Requesting a workaround for an issue
9. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Service offering
Service management
Service provision
Service consumption
10. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
11. Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks."
costs
warranty
information
utility
12. Which is a purpose of the 'service level management' practice?
To support the agreed quality of a service handling all agreed, user-initiated service
To establish and nurture the links between the organization and its stakeholders
To set clear business-based targets for service levels
To ensure that the organization's suppliers and their performance are managed appropriately
13. Which is NOT a component of the service value system??
The service value chain
Opportunity and demand
Governance
Continual improvement
14. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
Value streams and processes
Partners and supplies
Information and technology
Organizations and people
15. What is warranty?
The amount of money spent on a specific activity or resource
The functionality offered by a product or service to meet a particular need
The perceived benefits, usefulness and importance of something
Assurance that a product or service will meet agreed requirements
16. Which 'service level management' activity helps staff to deliver a more business-focused service?
Using complex technical terminology in service level agreements (SLAs)
Measuring low-level operational activities
Creating targets based on the percentage of uptime of a service
Understanding the ongoing requirements of customers
17. What is a change schedule PRIMARILY used for?
To ensure that a single change authority reviews every change
To publish a list of service requests that users can select
To help plan, authorize and schedule emergency changes
To help plan changes, assist in communication and avoid conflicts
18. What are the three phases of 'problem management'?
Problem identification, problem control, error control
Incident management, problem management, change control
Problem analysis, error identification, incident resolution
Problem logging, problem classification, problem resolution
19. When should a change request be submitted to resolve a problem?
As soon as a solution for the problem has been identified
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 problem has been identified
20. Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A normal change
A standard change
A change model
An emergency change
21. How should the workflow for a new service request be designed?
Use different workflows for each type of service request
Avoid workflows for simple service requests
Leverage existing workflows whenever possible
Use a single workflow for all types of service request
22. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
Incident management
Change enablement
Service request management
Service level management
23. In which step of the 'continual improvement model' is an improvement plan implemented?
What is the vision?
Did we get there?
How do we get there?
Take action
24. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A customer
A user
A configuration item (Cl)
An IT asset
25. Which statement about the 'service request management' practice is CORRECT?
new workflow is created for each type of request
Financial authorization is sometimes required for service requests
Service requests are fulfilled using simple workflows
Additional approval is sometimes needed for restoration of service
26. Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Optimize and automate
Focus on value
Progress iteratively with feedback
• Collaborate and promote visibility
27. Which dimension includes activities and workflows?
Value streams and processes
Information and technology
Organizations and people
Partners and suppliers
29. Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Progress iteratively with feedback
Keep it simple and practical
Collaborate and promote visibility
Think and work holistically
28. In which situation will incident management USUALLY use a separate process?
For information security incidents
Where the cause must be diagnosed
For low impact incidents
Where no target resolution time exists
30. What role would be MOST suitable for someone with lots of experience working in IT and business roles? They also have experience of managing relationships with various stakeholders, including suppliers and business managers."
Problem analyst
Change authority
Service desk agent
Service level manager
31. Which helps to streamline the fulfilment of service requests?
Creating new workflows for every service request
Understanding which service requests can be accomplished with limited approvals
Separating requests relating to service failures from the degradation of services
Eliminating service requests which have complex workflows
32. Which practice has a purpose that includes ensuring that risks have been properly assessed?
Problem management
Change control
Service configuration management
Service level management
33. In which situation will incident management USUALLY use a separate process?
For low impact incidents
For information security incidents
Where the cause must be diagnosed
Where no target resolution time exists
34. Which skill is an essential part of the 'service level management' practice?
Problem analysis
Diagnosis
Listening
Technical knowledge
35. Which guiding principle discourages 'silo activity'?
Focus on value
Start where you are
Keep it simple and practical
Collaborate and promote visibility
36. What is the expected outcome from using a service value chain?
Value realization
The application of practices
Service value streams
Customer engagement
37. What are the ITIL guiding principles used for?
To identify activities that an organization must perform in order to deliver a valuable
To ensure that an organization's performance continually meets stakeholders'
To direct and control an organization
To help an organization make good decisions
38. Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals"
3 and 4
1 and 4
2 and 3
1 and 2
39. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Progress iteratively with feedback
Think and work holistically
Keep it simple and practical
Focus on value
40. Which statement about outcome is CORRECT?
Outcomes rely on outputs to deliver results for a stakeholder
Outcomes give service consumers assurance of products or services
Outcomes use activities to produce tangible or intangible deliverables
Outcomes help a service consumer to assess the cost of a specific activity
