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WorksheetsQuiz_Final_4
Total questions: 40
Worksheet time: 40mins
Which statement about value creating activities is CORRECT?
Organizations should ensure that each value stream is applicable to many scenarios
Each value stream should be designed with a specific combination of service value chain
activities
value stream is an operating model for creating value through products and services
Service value chain activities have pre-determined dependencies on ITIL practices
What is the expected outcome from using a service value chain?
Service value streams
Value realization
The application of practices
Customer engagement
Identify the missing words in the following sentence. The 'incident management' practice should maintain [?] for logging and managing incidents."
a value chain activity
a dedicated team
a formal process
detailed procedures
Which practice would help a user gain access to an application that they need to use?
Change enablement
Service level management
Service request management
Service configuration management
Which of these should be logged and managed as a problem?
A. 'Continual improvement' needs to prioritize an improvement opportunity
B. A user requests delivery of a laptop
c. Trend analysis shows a large number of similar incidents
D. A monitoring tool detects a change of state for a service
What is warranty?
The perceived benefits, usefulness and importance of something
The amount of money spent on a specific activity or resource
The functionality offered by a product or service to meet a particular need
Assurance that a product or service will meet agreed requirements
Which is part of the 'focus on value' guiding principle?
Assessing services to identify parts that can be reused
Identifying activities that can be achieved in smaller iterations
Reducing the number of steps in the customer experience
Understanding what services help the service consumer
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Guiding principles
Continual improvement
Service value chain
Practices
Which dimension includes a workflow management system?
Partners and suppliers
Organizations and people
Value streams and processes
Information and technology
Which statement about service requests is CORRECT?
Service requests require workflows that should use manual procedures and avoid automation
Service requests that require simple workflows should be dealt with as incidents
Complex service requests should be dealt with as normal changes
Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
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?
A. Monitoring and event management
Service level management
Continual improvement
Service desk
Which costs are included in the value proposition of a service?
Money that the service consumer no longer needs to spend because they are using the service
The benefits, usefulness, and importance of the service that are perceived by the service consumer
Tangible or intangible results for the service consumer because they are using the service
Additional expense that the service consumer has because they are using the service
What actions does a service desk take for all issues, queries and requests that are reported to them?
Acknowledge, classify, own
Diagnose, investigate, resolve
Schedule, assess, authorize
Initiate, approve, fulfill
Which step of the continual improvement model includes baseline assessments?
Did we get there?
Where are we now?
What is the vision?
Where do we want to be?
Which describes a 'change authority?
A tool used to help changes
A model used to determine who will assess a change
A person who approves a change
A way to manage the people aspects of change
Which 'service level management activity helps staff to deliver a more business-focused service?
Using complex technical terminology in service level agreements (SLAs)
Creating targets based on the percentage of uptime of a service
Understanding the ongoing requirements of customers
Measuring low-level operational activities
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
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
An organization should always use a single technique to ensure metrics are consistent
An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
What is an IT asset?
The removal of anyth!ng that could have a direct or indirect effect on services
Any financially valuable component that can contribute to delivery of an IT product or
service
Any component that needs to be managed in order to deliver a service
A request from a user mat initiates a service action
Which statement about change authorities is CORRECT?
Change authorities are only required for authorizing normal changes
Change authorities are assigned for each type of change and change model
Change authorities are only required for authorizing emergency changes
Change authorities are assigned when each change is deployed
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Problem management
Incident management
Service request management
Service level management
What is defined as a cause, or potential cause, of one or more incidents?
Event
Change
Known error
Problem
Which includes governance, management practices, and continual improvement?
The service value system
The 'value stream and processes' dimension
The 'focus on value' guiding principle
The 'deliver and support value chain activity
What can be described as an operating model for the creating and management of products and services?
Guiding principles
Governance
Practices
Service value chain
Which statement about the automation of service requests is CORRECT?
Service requests that cannot be automated should be handled as problems
Service requests that cannot be automated should be handled as incidents
Service requests and their fulfillment should be automated as much as possible
Service requests and their fulfillment should be carried out by service desk staff without
Which statement about a service value stream is CORRECT?
It integrates practices for a specific scenario
It provides an operating model for service providers
It is a service value chain activity
It uses inputs and outputs prescribed by ITIL
Identify the missing word in the following sentence. A user is [?] that uses services.
a supplier
a role
a team
an organization
How does information about problems and known errors contribute to 'incident management'?
It enables the reassessment of known errors
It removes the need for regular customer updates
It removes the need for collaboration during incident resolution
It enables quick and efficient diagnosis of incidents
Which practice provides a communications point for users to report operational issues, queries and requests?
Continual improvement
Incident management
Service desk
Relationship management
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Optimize and automate
Collaborate and promote
Think and work holistically
Focus on value
What is the definition of a known error?
A problem that has been analyzed and has not been resolved
A cause, or potential cause, of one or more incidents
An unplanned interruption to a service, or reduction in the quality of a service
Any change of state that has significance for the management of a service or other configuration item (Cl)
What is a recommendation of the 'focus on value' guiding principle?
Focus on the value of new and significant projects first
Focus on value at every step of the improvement
Make 'focus on value' a responsibility of the management
Focus on value for the service provider first
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
Problem management
Release management
Service desk
Supplier management
Which is a key requirement for a successful service level agreement (SLA)?
Using single-system-based metrics that relate to outputs
Using an agreement between the service provider and service supplier
Using individual metrics that relate to the service catalogue
. Using bundled metrics to relate performance to outcomes
Which skill is required by the 'service level management1 practice?
Problem management
Event monitoring
Supplier management
Technical expertise
Which practice has a strong influence on the user experience and perception of the service provider?
Service level management
Change enablement
Supplier management
Service desk
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Think and work holistically
Focus on value
Start where you are
Optimize and automate
Why should some service requests be fulfilled with no additional approvals?
To streamline the fulfillment workflow
To ensure that information security requirements are met
To ensure that spending is properly accounted for
To set user expectations for fulfillment times
What term is used to describe whether a service will meet availability, capacity and security requirements?
Outcomes
Value
Warranty
Utility
Which is considered by the 'partners and suppliers' dimension?
Using formal rolesand responsibilities
Using artificial intelligence
Defining controls and procedures
Working with an integrator to manage relationships
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Service request management
Change enablement
Continual improvement
Incident management
