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WorksheetsITIL 4-Practice Test 1
Total questions: 40
Worksheet time: 40mins
Which is a financially valuable component that can contribute to the delivery of a service?
Sponsor
IT asset
Configuration item
Service offering
Which of the four dimensions contributes MOST to
defining activities needed to deliver service?
Partners and Suppliers
Organizations and people
Value streams and processes
Information and technology
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate?
Direct observation
Minimum viable product
Analysis paralysis
Feedback loop
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Service desk
Problem management
Continual improvement
Service request management
What is the definition of "service management"?
A formal description of one or more services, designed to address the needs of a target consumer group
A set of specialized organizational capabilities for enabling value for customers in the form of services
A result for a stakeholder enabled by one or more outputs
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
Which is a description of service provision?
A formal description of one or more services, designed to address the needs of a service consumer
Activities that an organization performs to deliver services
A way to help create value by facilitating outcomes that service consumers need
Cooperation between two organizations to ensure that a service delivers value
How is a continual improvement register" used?
To record requests for provision of a resource or service
To organize past, present, and future improvement ideas
To authorize changes to implement improvement initiatives
To provide a structured approach to implementing improvements
Which is an input to the service value system?
A need from consumers for new or changed services
Recommendations to help an organization in all aspects of its work
A model to help meet stakeholders" expectations
The system of directing and controlling an organization
Which organization delivers outputs or outcomes of a service?
A service consumer delivers outputs of the service
A service consumer delivers outcomes of the service
A service provider delivers outcomes of the service
A service provider delivers outputs of the service
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
Service level management
Supplier management
Service request management
Service desk
What is used as a tool to help define and measure performance?
Change schedule
Continual improvement register
Service level agreement
An incident record
Which statement about the inputs and outputs of the value chain activities is CORRECT?
The organization's governance will determine the inputs and outputs of each value chain activity
Inputs and outputs are fixed for each value chain activity
Each value chain activity receives inputs and provides outputs
Some value chain activities only have inputs, whereas others only have outputs
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of[?] is available where it is needed
Outcomes
IT assets
Services
Organizations
Which value chain activity is concerned with the availability of service components?
Deliver and support
Design and transition
Plan
Obtain\Build
Which is the cause, or potential cause, of one or more incidents?
An event
A change
A problem
A known error
1Which is the FIRST action when optimizing a service?
Assess the current state
Agree the future state
Understand the organizational context
Implement the improvements
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Service request management
Change enablement
Incident management
Service level management
What is the customer of a service responsible for?
Provisioning the service
Defining the requirements for the service
Authorizing the budget for the service
Using the service
Which term is used to describe removing something that could have an effect on a service?
An incident
A change
A problem
An IT asset
Which TWO BEST describe the guiding principles?
1. Short-term
2. Standards
3. Recommendations
4. Long-term
1 and 2
2 and 3
3 and 4
1 and 4
Which BEST describes the focus of the think and work holistically principle?
Integrating an organization's activities to deliver value
Considering the existing organizational assets before building something new
Breaking down large initiatives into smaller pieces of work
Eliminating unnecessary steps to deliver valuable outcomes
Which is the FIRST thing to consider when focusing on value?
Defining customer experience and user experience
Understanding what is valuable to the service
Ensuring value is co-created by improvement initiatives
Identifying the service consumer who will receive value
Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building them
Consider
Re-use
Discard
Improve
What is the difference between the incident management and service desk practices?
Incident management restores service operation, service desk provides communication with users
Incident management manages interruptions to services, service desk monitors achieved service quality
Incident management resolves issues, service desk investigates the underlying causes of issues
Incident management resolves complex issues, service desk resolves simpler issues
Which step of the "continual improvement model defines measurable targets?
Where are we now?
What is the vision?
How do we get there?
Where do we want to be?
What is included in the purpose of the release management practice?
Making new features available for use
Moving new software to live environments
Authorizing changes to proceed
Ensuring information about services is available
Why should a service level agreement include bundles of metrics?
To help focus on business outcomes, rather than operational results
To ensure that all services are included in the service reports
To reduce the number of metrics that need to be measured and reported
To ensure that the service levels have been agreed with customers
Which practice balances management of risk with maximizing throughput?
Continual improvement
Problem management
Incident management
Change enablement
Which is recommended as part of the "progress iteratively with feedback" guiding principle?
Prohibit changes to plans after they have been
finalized
Organize work into small manageable units
Reduce the number of steps that produce tangible results
Analyze the whole situation in detail before taking any action
How does the "incident management" practice set user expectations?
By using collaboration tools to communicate effectively
By automated matching of incidents to known errors
By assigning resources to ensure that all incidents are resolved as quickly as possible
By agreeing, and communicating target resolution times
What is a user?
The role that defines the requirements for a service
The role that uses services
The role that directs and controls an organization
The role that authorizes budget for service consumption
Which component is focused on the activities needed by an organization to help it co-create value?
Guiding principles
Continual improvement
Practices
Service value chain
Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?
Focus on value
Think and work holistically
Optimize and automate
Start where you are
What may form part of a service request procedure?
Escalation to the appropriate change authority
Authorization in accordance with a security policy
The timescale for restoration of service
The method of diagnosing the cause
Identify the missing word(s) in the following sentence.
When an organization is assessing its current state, it should use [?] to obtain accurate measurements.
Risk management techniques
Source data
Reports
Assumptions
Which term could be used to refer to a single person who has independently subscribed to a service?
Service provider
Service desk
Supplier
Organization
What is the MOST LIKELY reason that incident management would need a temporary team to work together?
To escalate an incident to a supplier or partner
To resolve a complex or major incident
So customers and users are provided with timely updates
So users can resolve their own incidents with selfhelp
Which is MOST LIKELY to be achieved by following a detailed procedure?
Investigating a problem
Assessing a change
Managing a service request
Resolving an incident
What is CORRECT about service request management?
Compliments can be handled as service requests
Complex service request procedures should be avoided
Service requests can be used to restore service
New procedure is required for each new service request
Which practice handles all pre-defined user-initiated service actions?
Service request management
Service level management
Incident management
Deployment management
