WorksheetsITIL Q1-Q40
Total questions: 40
Worksheet time: 13mins
Name
Class
Date
1.
How are target resolution times used in the 'incident management' practice?
a)
They are agreed, documented, and communicated to help set user expectations
b)
They are established, reviewed, and reported to ensure that customers are happy with the service
c)
They are initiated, approved, and managed to ensure that predictable responses are achieved
d)
They are scheduled, assessed and authorized to reduce the risk of service failures
2.
Why should some service requests be fulfilled with no additional approvals?
a)
To ensure that spending is properly accounted for
b)
To ensure that information security requirements are met
c)
To streamline the fulfilment workflow
d)
To set user expectations for fulfilment times
3.
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
a)
Service offering
b)
Service provision
c)
Service management
d)
Service consumption
4.
Which gives a user access to a system?
a)
Service requirement
b)
Service agreement
c)
Service consumption
d)
Service provision
5.
Which statement about managing incidents is CORRECT?
a)
Low impact incidents should be resolved efficiently, making logging unnecessary
b)
The 'incident management' practice should use a single process regardless of the impact of the incident
c)
Low impact incidents should be resolved efficiently so the resource required is reduced
d)
Incidents with the lowest impact should be resolved first
6.
Which statement about the service value chain is CORRECT?
a)
The service value chain converts value into demand
b)
Each value chain activity uses different combinations of practices to convert inputs into outputs
c)
Each value chain activity identifies a requirement for resources from an external supplier
d)
The service value chain uses value streams to describe a combination of consumers and providers
7.
What describes how components and activities work together to facilitate value creation?
a)
The ITIL service value system
b)
The ITIL guiding principles
c)
The four dimensions of service management
d)
A service relationship
8.
Which practice involves the management of vulnerabilities that were not identified before the service went live?
a)
Service request management
b)
Problem management
c)
Change control
d)
Service level management
9.
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
a)
It should always be used to support direct observation
b)
It should always be used instead of direct observation
c)
Measured data is always more accurate than direct observation
d)
The act of measuring always positively impacts results
10.
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
a)
Service desk
b)
Service request management
c)
Service level management
d)
Service configuration management
11.
What should be considered as part of the 'partners and suppliers' dimension?
a)
The level of integration and formality involved in the relationships between organizations
b)
The activities, workflows, controls and procedures needed to achieve the agreed objectives
c)
The information created, managed and used in the course of service provision and consumption
d)
The required skills and competencies of teams and individual members of the organization
12.
Which practice makes new services available for use?
a)
Change enablement
b)
Release management
c)
Deployment management
d)
IT asset management
13.
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
a)
Executing improvement actions
b)
Performing baseline assessments
c)
Defining the improvement plan
d)
Understanding the business mission
14.
Which guiding principle considers the importance of customer loyalty?
a)
Progress iteratively with feedback
b)
Focus on value
c)
Optimize and automate
d)
Start where you are
15.
Which is a recommendation of the guiding principle 'think and work holistically'?
a)
Conduct a review of existing service management practices and decide what to keep and what to discard
b)
Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
c)
Review service management practices and remove any unnecessary complexity
d)
Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
16.
Which statement about 'continual improvement' is CORRECT?
a)
All improvement ideas should be logged in a single 'continual improvement register'
b)
A single team should carry out 'continual improvement' across the organization
c)
'Continual improvement' should have minimal interaction with other practices
d)
Everyone in the organization is responsible for some aspects of 'continual improvement'
17.
What impact does automation have on a service desk?
a)
Less low level work and a greater ability to focus on user experience
b)
Increased phone contact and a reduced ability to focus on user experience
c)
Ability to work from multiple locations, geographically dispersed
d)
Ability to work from a single centralized location
18.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
a)
Service consumer
b)
Service provider
c)
Customer
d)
Supplier
19.
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
a)
Customer engagement
b)
Operational metrics
c)
Business metrics
d)
Customer feedback
20.
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
a)
The ability to discover and respond to failure earlier
b)
Standardization of practices and services
c)
Understanding the customer's perception of value
d)
Understanding the current state and identifying what can be reused
21.
What can be used to determine if a service is 'fit for purpose'?
a)
Availability
b)
Warranty
c)
Outcome
d)
Utility
22.
In service relationships, what is a benefit of identifying consumer roles?
a)
It enables effective stakeholder management
b)
It provides shared service expectations
c)
It removes constraints from the customer
d)
It enables a common definition of value
23.
Which is an external input to the service value chain?
a)
The 'improve' value chain activity
b)
An overall plan
c)
Customer requirements
d)
Feedback loops
24.
What term is used to describe whether a service will meet availability, capacity and security requirements?
a)
Outcomes
b)
Value
c)
Utility
d)
Warranty
25.
What is the purpose of the 'incident management' practice?
a)
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
b)
To capture demand for incident resolution and service requests
c)
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
d)
To support the agreed service quality by effective handling of all agreed user-initiated service requests
26.
What is defined as an unplanned interruption or reduction in the quality of a service?
a)
An incident
b)
A problem
c)
A change
d)
An event
27.
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
a)
Supplier management
b)
Change control
c)
Relationship management
d)
Service desk
28.
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
a)
Restricting information about the improvement to essential stakeholders only
b)
Increasing collaboration and visibility for the improvement
c)
Involving customers after all planning has been completed
d)
Engaging every stakeholder group in the same way, with the same communication
29.
What varies in size and complexity, and uses functions to achieve its objectives?
a)
A risk
b)
An organization
c)
A practice
d)
An outcome
30.
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
a)
Deployment management
b)
Release management
c)
Change control
d)
Service configuration management
31.
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
a)
Information security management
b)
Continual improvement
c)
Monitoring and event management
d)
Service level management
32.
Which will help solve incidents more quickly?
a)
Target resolution times
b)
Escalating all incidents to support teams
c)
Collaboration between teams
d)
Detailed procedural steps for incident investigation
33.
When is the earliest that a workaround can be documented in 'problem management'?
a)
After the problem has been logged
b)
After the problem has been prioritized
c)
After the problem has been analyzed
d)
After the problem has been resolved
34.
Which is an activity of the 'problem management' practice?
a)
Restoration of normal service operation as quickly as possible
b)
Prioritization of problems based on the risk that they pose
c)
Authorization of changes to resolve the cause of problems
d)
Resolution of incidents in a time that meets customer expectations
35.
Which practice is MOST likely to benefit from the use of chatbots?
a)
Service level management
b)
Change enablement
c)
Continual improvement
d)
Service desk
36.
Where are the details of the required performance outcomes of a service defined?
a)
Service level agreements
b)
Service requests
c)
Service components
d)
Service offerings
37.
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
a)
Plan
b)
Improve
c)
Design and transition
d)
Deliver and support
38.
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
a)
Release management
b)
Supplier management
c)
Service management
d)
Relationship management
39.
Which two practices interact the MOST with the service desk practice?
a)
Incident management and service request management
b)
Service request management and deployment management
c)
Deployment management and change enablement
d)
Change enablement and incident management
40.
Which is an activity of the 'incident management' practice?
a)
Assessing and prioritizing improvement opportunities
b)
Performing service reviews with customers
c)
Providing good-quality updates when expected
d)
Automating service requests to the greatest degree possible
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