NEW
Font size
WorksheetsITIL 4 Mock Exam
Total questions: 40
Worksheet time: 3hrs 11mins
Which facilitates outcomes that customers want to achieve?
Service
Warranty
Organization
IT asset
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which practice has a purpose that includes managing authentication and non-repudiation?
Information security management
Change enablement
Service configuration management
IT asset management
What is the value of a service?
The benefits, usefulness, or importance of the service, as perceived by the stakeholders
The amount of money that is created or saved for the service consumers by using the service
A tangible or intangible deliverable of the service
A result for a stakeholder enabled by the outputs of the service.
How can service consumers contribute to risk mitigation?
Through the provision of services according to predefined needs
By ensuring that the service provider has configured correctly its resources
By being fully aware of their own requirements for the service
By controlling the specific level of risk on the service provider's behalf
Which is described by the 'organizations and people' dimension of service management?
Workflows and controls
Communication and collaboration
Inputs and outputs
Contracts and agreements
What ensures that service providers and service consumers continue to create value together?
Service consumption
Service offerings
Service level management
Service relationship management
Which ITIL concept helps an organization to make good decisions?
Four dimensions of service management
Guiding principles
Service value chain
Practices
Which is the MOST LIKELY way of resolving major incidents?
Users establishing a resolution using self-help
The service desk identifying the cause and a resolution
A temporary team working together to identify a resolution
A support team following detailed procedures for investigating the incident
A good way to apply the ITIL guiding principle 'focus on value' is to:
Understand services are used by service consumers
Understand the whole, but do something
Be aware of system complexity
Do less tasks but in a better way with higher quality
What are the KEY stakeholder groups that service providers should cooperate with?
Suppliers
Customers
Relationship managers
Developers
Which of the following is the MOST important for effective incident management?
Collaboration tools and techniques
Balanced scorecard review
Automated pipelines
A variety of access channels
Which of the following guiding principles proposes the elimination of unnecessary work?
Keep it simple and practical
Think and work holistically
Start where you are
Progress iteratively with feedback
Which practice involves the management of vulnerabilities that were NOT identified before the service went live?
Service Request Management
Service Level Management
Change Enablement
Problem Management
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Consider
Re-use
Discard
Improve
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Minimum viable product
Feedback loop
Analysis paralysis
Direct observation
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which practice conducts reviews to validate that services are covering the needs of the customer?
Monitoring and event management
Service level management
Change enablement
Service desk
Which component is focused on the activities needed by an organization to help it co-create value?
Service value chain
Continual improvement
Guiding principles
Practices
Which is recommended as part of the 'progress iteratively with feedback' guiding principle?
Prohibit changes to plans after they have been finalized
Analyze the whole situation in detail before taking any action
Reduce the number of steps that produce tangible results
Organize work into small manageable units
Which statement about the inputs and outputs of the value chain activities is CORRECT?
Inputs and outputs are fixed for each value chain activity
Some value chain activities only have inputs, whereas others only have outputs
The organization's governance will determine the inputs and outputs of each value chain activity
Each value chain activity receives inputs and provides outputs
Which of the following statements is included in the 'improve' value chain activity's purpose?
Ensure the continual improvement of practices across all value chain activities
Ensure services continually meet expectations for quality, costs, and time to market
Ensure a shared understanding of the improvement direction for services across the organization
Ensure continual engagement and good relationships with all stakeholders
What is included in the purpose of the 'relationship management' practice?
Creating collaborative relationships with key suppliers to uncover and realize new value
Setting clear business-based targets so that the delivery of a service can be properly assessed
Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
What is included in the purpose of the 'release management' practice?
Ensuring information about services is available
Moving new software to live environments
Making new features available for use
Authorizing changes to proceed
What is included in the purpose of the 'IT asset management' practice?
Moving assets to live or other environments for testing or staging
Supporting decision-making about purchase, re-use, retirement, and disposal of assets
Making new and changed assets available for use
Providing information on how assets are configured and the relationships between them
Which is a financially valuable component that can contribute to the delivery of a service?
Configuration item
Service offering
Sponsor
IT asset
Identify the missing word(s) in the following sentence. A(n) [?] is the cause, or potential cause, of one or more incidents.
Change
Event
Problem
Which is an example of a service request?
A request for normal operation to be restored
A request to implement a security patch
A request for access to a file
A request to investigate the cause of an incident
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Service desk
Continual improvement
Problem management
Service request management
Which term is used to describe removing something that could have an effect on a service?
An IT asset
A problem
A change
An incident
How does customer engagement contribute to the 'service level management' practice?
1. It ensures the organization meets defined service levels
2. It supports progress discussions
3. It captures information that metrics can be based on
4. It defines the workflows for service requests
1 and 4
3 and 4
1 and 2
2 and 3
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 resolves complex issues, service desk resolves simpler issues
Incident management resolves issues, service desk investigates the underlying causes of issues
Incident management manages interruptions to services, service desk monitors achieved service quality
What is used as a tool to help define and measure performance?
A service level agreement
A continual improvement register
An incident record
A change schedule
Which of the following statements about change authorization is CORRECT?
Every time a standard change is requested a change authority is assigned
The technician making an emergency change can authorize such changes
The change type and model is the basis for assigning the change authority
Ensuring that changes are authorized after their deployment is done by the change authority
Which of the following is a necessity to a successful service level agreement (SLAs)?
The language and terms used in the SLA should be commonly understood by all parties
Base the SLA on system-based metrics that are useful to the service provider
In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
Vague targets, such as those related to user experience, should be avoided
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Involving customers after all planning has been completed
Engaging every stakeholder group in the same way, with the same communication
Increasing collaboration and visibility for the improvement
Restricting information about the improvement to essential
Which statement about a 'continual improvement register (CIR)' is TRUE?
Used to help plan changes, assist in communication, avoid conflicts, and assign resources
Used to select the right method, model or technique for identifying improvements
Used to track and manage improvement ideas from identification through to final action
Used to provide a formal description of one or more services, designed to address the needs of a target consumer group
Which practice guarantees that users have a range of access channels to choose from to report problems?
Service desk
Service level management
Incident management
Change enablement
What is a user?
The role that directs and controls an organization
The role that uses services
The role that authorizes budget for service consumption
The role that defines the requirements for a service
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Communicate so that the audience will hear
Re-use nothing from the current state
Adopt a practice which is easy to follow
Understand that fast does not mean incomplete
