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WorksheetsITOM Final Preparation
Total questions: 60
Worksheet time: 30mins
Which practice has a purpose that includes managing authentication and non-repudiation?
Relationship management
Supplier management
Information security management
Service configuration management
Which phase of problem management includes the regular assessment of the effectiveness of workarounds?
Problem identification
Problem analysis
Problem control
Error control
Which practice handles all pre-defined user-initiated service actions?
Service request support
Deployment management
Incident management
Service request management
What should stay consistent within an organization, even when its objectives undergo changes?
Service offerings
Guiding principles
Outcomes
Outputs
For which purpose would the continual improvement practice use a SWOT analysis?
Ensuring everyone actively participates
Tracking and managing ideas
Understanding the current state
Defining the future desired state
Which is a key element of the "think and work holistically" guiding principle?
Eliminating metrics which do not contribute to achieving an objective
Assessing which procedures can be re-used when improving a service
Using technology for standard tasks to give people time for complex Activities
Understanding the methods applicable to complex systems
Which statement about outcomes is CORRECT?
Outcomes provide assurance to stakeholders on how a service performs
Outcomes enable products to be delivered to a stakeholder
An outcome depends on at least one outcome to deliver a result
An outcome depends on at least one output to deliver a result
Which TWO of the following statements are MOST associated with the optimize and automate guiding principle?
1. It is important to assess which method of communication is appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the Components parts are related.
3. Organizations should consider whether technology could improve the efficiency of manual processes.
4. It is important to understand the organization& objectives when assessing
the impact of potential improvements
1 and 4
3 and 4
1 and 2
2 and 3
Which of the four dimensions focuses on managing data in compliance with industry regulations?
Information and technology
Value streams and processes
Partners and suppliers
Organizations and people
Which service value chain activity deals with the purchase of new products?
Engage
Plan/Build
Design/Build
Obtain/build
In the case of a service being inaccessible for the next two hours due to unexpected maintenance, which practice is MOST PROBABLY responsible for handling this situation?
Incident management
Problem management
Change enablement
Service request management
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Service relationship management
Service consumption
The release management practice
The service value system
Which approach guarantees that routine service tasks, inherent to service provision, are efficiently managed?
Incident management
Problem management
Service request fulfilment
Service level management
Which is an example of a problem control activity?
Reviewing incident records to identify trends
Implementing a technical fix to resolve an issue
Documenting the steps in a workaround
Re-assessing a known error to understand the ongoing impact
Which practice is MOST associated with the use of empathy to understand users?
Continual improvement
Service desk
Service desk Management
Service level management
What is defined as any component that needs to be managed in order to deliver an IT service?
A configuration item
An IT asset
An event
A configuration asset
Which is the BEST type of resource for investigating complex incidents?
Knowledgeable support staff
Detailed work instructions
Self-help systems
Disaster recovery plans
What is defined as the role that uses services?
Customer
User
Sponsor
Service consumer
While employing the ITIL continual improvement model, what information should an organization generate to comprehend its current position?
Improvement plans
KPI reports
Assessment results
Business objectives
Which statement about emergency changes is CORRECT?
Emergency changes are not usually recorded in the change schedule
Authorization of emergency changes may be deferred until after
implementation
Emergency changes are low risk and well understood
It is necessary to complete all documentation before an emergency
change is implemented
Which is included in the purpose of the improve value chain activity?
Ensuring the continual improvement of practices across all value chain
activities
Ensuring continual engagement and good relationships with all
Stakeholders
Ensuring that services continually meet expectations for quality, costs, and
time to market
Ensuring a shared understanding of the improvement direction for services
across the organization
Which among the options guarantees that a service provider and a service consumer consistently collaborate to co-create value?
Change enablement
Service relationship management
Service offerings
Service consumption
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Customers
Suppliers
Developers
Relationship managers
What type of change is often used for resolving incidents or implementing security patches?
Normal change
Standard change
Emergency change
Change model
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
IT assets
events
known errors
changes
What term is used to describe the functionality of a service?
Outcome
Output
Utility
Warranty
Which of the following is included in the purpose of the continual
Improvement practice?
The alignment of the organization practices and services with changing business needs
The establishment of links between the organization and its stakeholders
at strategic and tactical levels
The restoration of normal service operation as quickly as possible
The reduction of the likelihood and impact of incidents
Which is a key requirement for successful service level agreements (SLAs)?
They should be carried forward, unchanged, from one year to the next to enable consistent service
They should avoid ambiguous targets such as those relating to user experience
They should be written using language and terms which all parties will understand
They should be based on system-based metrics which are useful to the service provider
Which is the definition of an IT asset?
Any change of state that has significance for the management of a service
Any component that needs to be managed to deliver a service
Any financially valuable component that contributes to a service
Any request from a user that is a normal part of service delivery
Identify the missing word in the following sentence.
A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.
resources
requirements
products
suppliers
Which guiding principle suggests the elimination of unnecessary work in an IT organization where staff are occupied with tasks that provide minimal or no value to the organization or its clients?
Keep it simple and practical
Progress iteratively with feedback
Start where you are
Think and work holistically
Which aspect of service management involves evaluating the necessary relationship type with other organizations engaged in the creation and delivery of services?
Information and technology
Partners and suppliers
Value streams and processes
Organizations and people
Which is CORRECT about change authorization?
Assignment of the change authority is based on the change type and model
The change authority will ensure changes are authorized after they are Deployed
Emergency changes are authorized by the technician making the change
A change authority is assigned each time a standard change is requested
What approach focuses on managing financially significant elements that can aid in providing IT services?
Deployment management
Monitoring and event management
IT Asset and Configuration Management
IT asset management
Which of the following is the MOST important for effective incident management?
Collaboration tools and techniques
A variety of access channels
Balanced scorecard review
Automated pipelines
Which practice ensures that a variety of access channels are available for users to report issues?
Service desk
Service level management
Service desk management
Incident management
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Monitoring and event management
Service desk
Service level management
Service level fulfilment
Which activity is NOT recommended by the “start where you are” guiding
principle?
Applying risk management when considering to introduce new processes
Using source data to avoid any unintentional data distortion found in
reports
Involving people who are not familiar with a service when observing and
assessing its activities
Discarding existing processes before assessing their usefulness
Which is an example of a service request?
A request to investigate the cause of an incident
A request for normal operation to be restored
A request for access to a file
A request to implement a security patch
Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
3 and 4
1 and 2
1 and 4
2 and 3
A small, highly reactive IT department has struggled to balance the need to respond to incidents and challenging operational demands while managing project work. As a result, customer commitments are regularly missed. Customers frequently call to check on the status of work requests.
Which is the BEST approach to optimizing workflow in the IT department?
Establishing clear organizational priorities to guide the actions of IT staff
Implementing a basic Kanban board to make work visible
Developing a business case for establishing a project management office
Empowering IT staff with more decision-making authority
A network security engineer is defining the controls needed to protect firewalls. What is the FIRST thing they should do to determine the correct controls?
Identify the organization's objectives that the controls need to support
Contact the firewall vendor to identify commonly used controls for this technology
Review the risk register to ensure that all risks are being managed
Review existing firewall rules and controls to ensure that there has been no deterioration
An improvement project failed to create the expected value because the team did not spend enough time thinking about how successful the solution would be.
What would have helped to prevent this failure?
Kanban
Cascading objectives
Risk management
Measurement and reporting
An organization that has led its market for software has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the organization rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which describes an effective method of ensuring the change in focus is supported across the company?
Identifying key internal stakeholders and develop a communication plan to address their concerns
Developing detailed service descriptions and design documentation
Surveying key customers who recently moved to the cloud solution
Ensuring the company vision and mission are visible to everyone across the organization
When implementing a change that impacts people, at which point should 'organizational change management' begin?
When planning the launch of a new product or service component
When planning changes to service components
When project plans have been finalized
When initiating a change programme
A CIO has made value stream mapping a key part of an overall IT improvement effort. A value stream map for existing services is being developed.
Which approach would produce the BEST results?
Hire an 'organizational change management' consultant to identify attitudes, behaviours and cultural changes required to make value streams more effective
Hire process consultants to develop process maps, and minimize the involvement of staff in the design of the future state of the value stream
Ask stakeholders of the value stream to document all process steps which they are responsible for, then assign team members to each process step to develop improvements
Ask stakeholders of the value stream to work together to find ways to optimize and eliminate waste, and establish metrics for measuring improvement
Which BEST describes the difference between a policy and a guideline?
Guidelines are simplified policies that are easier to follow because they do not recommend specific procedures
Policies are used where there are external regulatory requirements, but guidelines are used for internal requirements
Larger, more mature organizations often use policies, but modern organizations often rely more on guidelines
Policies are formal statements of management expectation, but guidelines are recommended ways of work
Which statement about value, outcome, cost and risk is CORRECT when directing, planning or improving a service?
Costs introduced by the service should be equal to the cost removed from the consumer
Value can be created by accepting additional costs
Value cannot be achieved by accepting additional risks
Removing risk from the consumer is the primary objective of a service
Recently released IT services have been impacted by downtime and availability issues. The IT operations and support teams admit that products and services are being selected, designed and delivered without their involvement.
Which is the BEST approach to engage operations and support teams throughout the value chain?
Review how documentation is generated during the development phase
Take a holistic view of 'change enablement' activities across the organization
Review the end-to-end approach of how services are planned, designed, delivered
Take a holistic view of 'release management' activities across the organization
An organization recently completed a major system implementation that is part of a wider modernization effort. Although the implementation was completed, there were many challenges and issues.
Which approach can BEST help future implementation projects to be more successful?
Use new team members for each project to ensure failures are not repeated
Increase funding for future initiatives so the team has more money to deal with unexpected issues
Automate future implementations as much as possible to avoid human errors
Document and communicate lessons learned to avoid the same mistakes in the future
As a result of a recent assessment, IT staff have created many ‘improvement outcomes’. Recognizing that not all of them can be achieved, IT managers must prioritize some ‘improvement outcomes’ over others.
What should their PRIMARY consideration be when prioritizing the ‘improvement outcomes’?
The longest known problems that staff have experienced
The greatest number of staff impacted
The greatest impact on helping achieve the organization's vision
The least effort required to achieve the outcome
The management of an IT service provider believes that while their staff are well trained, enthusiastic, and cooperative, their work often puts them in conflict with each other. The management team believe this is because staff performance measurement is not aligned with the organization's strategy.
Which is the BEST approach to resolve this situation?
Develop and distribute a RACI chart for the various IT teams
Develop a cascaded set of objectives for each tier of the IT department
Communicate the organization's strategic plan to stakeholders through multiple communication channels
Involve all IT teams in developing an 'organizational change management' plan
Which concept BEST ensures that activities are carried out following agreed standards or guidelines?
Improvement
Compliance
Management
Governance
What describes improvement?
Formally documenting statements of management expectations
Providing guidance to the service provider organization
Creating a method of achieving a service provider goal
Enhancing the ability of a service or product to deliver value
An office supply company has launched a new portal for corporate customers with the goal of increasing repeat business by evaluating buying patterns and making proactive purchase recommendations.
Which performance indicator BEST measures if the goal is being met?
Total number of transactions that use the portal processed per month
Increase average number of sales resulting from recommendations by 20% by the end of the
fiscal year
The availability of the new portal is at or above service level target
Reduce the number of customers opting out of proactive recommendations by 25%
Which BEST describes a mission statement?
A set of key performance indicators that must be achieved for the organization to be successful
A short statement of organizational challenges and ideas to overcome these challenges
A short statement of how the organization will adopt new practices in the future
A short statement of the overall purpose and intentions of an organization
A organization is pursuing a strategy of acquiring small companies which have products that complement their overall portfolio. Although early efforts to integrate company acquisitions have been successful, recent employee engagement results indicate a growing disengagement, especially among IT staff. IT staff feel that their managers do not listen or care about their concerns.
What can be done to improve the engagement of IT staff with the changes?
Encourage the staff to suggest ways they can support the company strategy
Establish a formal mentorship programme to connect IT staff from the company with the staff from acquired companies
Enable the staff to provide feedback through formal channels and create a dialogue with management
Arrange informal celebrations to acknowledge the work the staff have been doing
A new technology company has experienced rapid growth and success. The management wants to introduce a holistic approach to continual improvement that ensures all improvement efforts are coordinated and support the company mission.
Which two approaches would BEST support this objective?
1. Assign responsibility for the improvements to the executive team of the organization
2. Adopt a common set of guiding principles for continual improvement in the organization 3. Create and nurture an organization-wide culture embracing and promoting continual improvement
4. Analyse external requirements for the continual improvement system
1 and 4
3 and 4
2 and 3
1 and 2
A new CIO has been part of the executive team's development of a new strategic plan for the company. The plan calls for significant transformation of the IT department to meet aggressive goals and objectives.
Before starting the major IT transformation, what should the CIO do?
Perform a benchmark comparison to understand how the IT department compares to other IT departments in similar organizations
Assemble a team familiar to conduct a process maturity assessment to understand the state of all IT processes
Conduct a change readiness assessment to understand the factors that impact the teams' ability to adapt to change
Initiate a SWOT analysis to understand the factors that impact the ability to achieve goals
The CIO of a large multinational organization has received complaints that work is slowing down as staff are often overwhelmed when trying to comply with controls. This is creating unintended and undesirable effects in other parts of the organization. In response, the CIO has asked their management team to ensure that existing controls are sufficient, but not excessive.
What should the management team NOT do when identifying excessive controls?
Determine if staff are using placeholder data to complete mandatory fields so they can continue to work if the required data is not available
Review external drivers, particularly legal obligations that impact the way the organization works
Work across multiple stakeholder groups to identify what data is useful for the organization
Increase the amount of data measured and reported on because the data might be needed in the future
