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WorksheetsITIL 001
Total questions: 40
Worksheet time: 40mins
Name
Class
Date
1.
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
a)
A. Progress iteratively with feedback
b)
B. Keep is simple and practical
c)
C. Start where you are
d)
D. Focus on value
2.
Which practice has a purpose that includes ensuring that risks have been properly assessed?
a)
A. Service configuration management
b)
B. Problem management
c)
C. Service level management
d)
D. Change control
3.
When should a full risk assessment and authorization be carried out for a standard change?
a)
A. Each time the standard change is implemented
b)
B. When the procedure for the standard change is created
c)
C. At least once a year
d)
D. When an emergency change is requested
4.
Which statement about emergency changes is CORRECT?
a)
A. The testing of emergency can be eliminated in order to implement the change quickly
b)
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
c)
C. Emergency changes should be authorized and implemented as service requests
d)
D. Emergency changes must be fully documented before authorization and implementation
5.
Which practice coordinates the classification, ownership and communication of service requests and incidents?
a)
A. Supplier management
b)
B. Service desk
c)
C. Problem management
d)
D. Relationship management
6.
What is warranty?
a)
A. Assurance that a product or service will meet agreed requirements
b)
B. The amount of money spent on a specific activity or resource
c)
C. The functionality offered by a product or service to meet a particular need
d)
D. The perceived benefits, usefulness and importance of something
7.
Which is part of service provision?
a)
A. The management of resources configured to deliver the service
b)
B. The management of resources needed to consume the service
c)
C. The grouping of one or more services based on one or more products
d)
D. The joint activities performed to ensure continual value co-creation
8.
Which statement about a ‘continual improvement register’ is CORRECT?
a)
A. It should be managed at the senior level of the organization
b)
B. It should be used to capture user demand
c)
C. There should only be one for the whole organization
d)
D. It should be re-prioritized as ideas are documented
9.
What are ’engage’, ‘plan’ and ‘improve’ examples of?
a)
A. Service value chain activities
b)
B. Service level management
c)
C. Service value chain inputs
d)
D. Change control
10.
Which statement about outcomes is CORRECT?
a)
A. An outcome can be enabled by more than one output
b)
B. Outcomes are how the service performs
c)
C. An output can be enabled by one or more outcomes
d)
D. An outcome is a tangible or intangible activity
11.
Which statement about service desks is CORRECT?
a)
A. The service desk should work in close collaboration with support and development teams
b)
B. The service desk should rely on self-service portals instead of escalation to support teams
c)
C. The service desk should remain isolated from technical support teams
d)
D. The service desk should escalate all technical issues to support and development teams
12.
Which practice updates information relating to symptoms and business impact?
a)
A. Service level management
b)
B. Change control
c)
C. Service request management
d)
D. Incident management
13.
Which is included in the purpose of the ‘design and transition’ value chain activity?
a)
A. Ensuring that service components are available when needed
b)
B. Providing transparency and good stakeholder relationships
c)
C. Supporting services according to specifications
d)
D. Continually meeting stakeholder expectations for costs
14.
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
a)
A. Change control
b)
B. IT asset management
c)
C. Service desk
d)
D. Service request management
15.
Which is NOT a component of the service value system?
a)
A. The guiding principles
b)
B. Governance
c)
C. Practices
d)
D. The four dimensions of service management
16.
Which statement about the steps to fulfill a service request is CORRECT?
a)
A. They should be complex and detailed
b)
B. They should be well-known and proven
c)
C. They should include incident handling
d)
D. They should be brief and simple
17.
What is defined as a cause, or potential cause, of one or more incidents?
a)
A. Change
b)
B. Event
c)
C. Known error
d)
D. Problem
18.
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
a)
A. Start where you are
b)
B. Collaborate and promote visibility
c)
C. Keep it simple and practical
d)
D. Optimize and automate
19.
When should the effectiveness of a problem workaround be assessed?
a)
A. Whenever the workaround is used
b)
B. Whenever the problem is resolved
c)
C. Whenever the workaround becomes a known error
d)
D. Whenever the problem is prioritized
20.
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)
A. assets
b)
B. values
c)
C. elements
d)
D. performances
21.
Which dimension considers how knowledge assets should be protected?
a)
A. Organizations and people
b)
B. Partners and suppliers
c)
C. Information and technology
d)
D. Value streams and processes
22.
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)
A. Service management
b)
B. Continual improvement
c)
C. A service
d)
D. An IT asset
23.
What are the ITIL guiding principles used for?
a)
A. To help an organization make good decisions
b)
B. To direct and control an organization
c)
C. To identify activities that an organization must perform in order to deliver a valuable service
d)
D. To ensure that an organization’s performance continually meets stakeholders’ expectations
24.
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
a)
A. Each iteration should be designed before starting the initiative and implemented without feedback
b)
B. Feedback should only be taken into account when one iteration fails to meet its objective
c)
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
d)
D. Each iteration should be continually re-evaluated based on feedback
25.
What is the purpose of the ‘deployment management’ practice?
a)
A. To ensure services achieve agreed and expected performance
b)
B. To make new or changed services available for use
c)
C. To move new or changed components to live environments
d)
D. To set clear business-based targets for service performance
26.
Which is a service request?
a)
A. Requesting a workaround for an issue
b)
B. Requesting information about how to create a document
c)
C. Requesting an enhancement to an application
d)
D. Requesting investigation of a degraded service
27.
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)
A. costs
b)
B. users
c)
C. value
d)
D. performances
28.
What is a recommendation of the ‘focus on value’ guiding principle?
a)
A. Make ‘focus on value’ a responsibility of the management
b)
B. Focus on the value of new and significant projects first
c)
C. Focus on value for the service provider first
d)
D. Focus on value at every step of the improvement
29.
Which guiding principle recommends standardizing and streamlining manual tasks?
a)
A. Optimize and automate
b)
B. Collaborate and promote visibility
c)
C. Focus on value
d)
D. Think and work holistically
30.
Which is a key requirement for a successful service level agreement?
a)
A. It should be written in legal language
b)
B. It should be simply written and easy to understand
c)
C. It should be based on the service provider’s view of the service
d)
D. It should relate to simple operational metrics
31.
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
a)
A. An organization should always use a single technique to ensure metrics are consistent
b)
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
c)
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
d)
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
32.
How does a service consumer contribute to the reduction of risk?
a)
A. By paying for the service
b)
B. By managing server hardware
c)
C. By communicating constraints
d)
D. By managing staff availability
33.
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
a)
A. Change control
b)
B. Continual improvement
c)
C. Problem management
d)
D. Service desk
34.
Which service level metrics are BEST for measuring user experience?
a)
A. Single system-based metrics
b)
B. Metrics for the percentage of uptime of a service
c)
C. Operational metrics
d)
D. Metrics linked to defined outcomes
35.
What are the MOST important skills required by service desk staff?
a)
A. Incident analysis skills
b)
B. Technical skills
c)
C. Problem resolution skills
d)
D. Supplier management skills
36.
Which two statements about an organization’s culture are CORRECT?
1. It is created from shared values based on how it carries 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)
A. 1 and 2
b)
B. 2 and 3
c)
C. 3 and 4
d)
D. 1 and 4
37.
Which guiding principle helps to ensure that better information is available for decision making?
a)
A. Keep it simple and practical
b)
B. Think and work holistically
c)
C. Optimize and automate
d)
D. Collaborate and promote visibility
38.
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
a)
A. Information security management
b)
B. Monitoring and event management
c)
C. Incident management
d)
D. Change control
39.
Which describes a standard change?
a)
A. A change that needs to be scheduled, assessed and authorized following a defined process
b)
B. A change that is typically implemented as a service request
c)
C. A high-risk change that needs very thorough assessment
d)
D. A change that must be implemented as soon as possible
40.
How does information about problems and known errors contribute to 'incident management'?
a)
A. It enables quick and efficient diagnosis of incidents
b)
B. It removes the need for regular customer updates
c)
C. It removes the need for collaboration during incident resolution
d)
D. It enables the reassessment of known errors
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