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WorksheetsITIL Q41~Q80
Total questions: 40
Worksheet time: 18mins
Name
Class
Date
1.
Identify the missing words in the following sentence: A user is [?] that uses services.
a)
an organization
b)
a role
c)
a team
d)
a supplier
2.
Which is included in the purpose of the 'change enablement' practice?
a)
Make new and changed services available for use
b)
Ensure that risks have been properly assessed
c)
Record and report selected changes of state
d)
Plan and manage the full lifecycle of all IT assets
3.
Which activity is part of the 'continual improvement' practice?
a)
Identifying the cause of incidents and recommending related improvements
b)
Authorizing changes to implement improvements
c)
Logging and managing incidents that result in improvement opportunities
d)
Making business cases for improvement action
4.
In which step of the 'continual improvement model' is an improvement plan implemented?
a)
What is the vision?
b)
How do we get there?
c)
Take action
d)
Did we get there?
5.
Which is the BEST example of a standard change?
a)
The review and authorization of a change requested by a customer
b)
The implementation of a critical software patch in response to a vendor security issue
c)
The installation of a software application in response to a service request
d)
The replacement of a component in response to a major incident
6.
Which statement about the automation of service requests is CORRECT?
a)
Service requests that cannot be automated should be handled as incidents
b)
Service requests and their fulfilment should be automated as much as possible
c)
Service requests that cannot be automated should be handled as problems
d)
Service requests and their fulfilment should be carried out by service desk staff without automation
7.
Which can act as an operating model for an organization?
a)
The four dimensions of service management
b)
The service value chain
c)
The ITIL guiding principles
d)
Continual improvement
8.
Which practice recommends the use of event-based surveys to gather feedback from customers?
a)
Service level management
b)
Change enablement
c)
Service request management
d)
Problem management
9.
Which statement about change authorities is CORRECT?
a)
Change authorities are only required for authorizing emergency changes
b)
Change authorities are assigned when each change is deployed
c)
Change authorities are only required for authorizing normal changes
d)
Change authorities are assigned for each type of change and change model
10.
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
a)
Service request management
b)
Service level management
c)
Incident management
d)
Change enablement
11.
Which will NOT be handled as a service request?
a)
The degradation of a service
b)
The replacement of a toner cartridge
c)
The provision of a laptop
d)
A complaint about a support team
12.
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
a)
A mobile phone enables a user to work remotely
b)
A password allows a user connect to a WiFi network
c)
A license allows a user to install a software product
d)
A service desk agent provides support to a user
13.
Which describes a CORRECT approach to change authorization?
a)
Changes included in the change schedule are pre-authorized and do not need additional authorization
b)
Normal changes should be assessed and authorized before they are deployed
c)
Emergency changes should be authorized by as many people as possible to reduce risk
d)
Normal changes are typically implemented as service requests and authorized by the service desk
14.
Which statement about a service value stream is CORRECT?
a)
It uses prescriptive inputs and outputs
b)
It is a value chain activity
c)
It integrates practices for a specific scenario
d)
It is used to provide governance
15.
Which statement about outputs is CORRECT?
a)
They consist of several outcomes
b)
They capture customer demand for services
c)
They contribute to the achievement of outcomes
d)
They describe how the service performs
16.
Which is an example of a business related measurement?
a)
The number of passengers checked in
b)
The average time to respond to change requests
c)
The average resolution time for incidents
d)
The number of problems resolved
17.
Which BEST describes the purpose of the 'improve' value chain activity?
a)
To organize a major improvement initiative into several smaller initiatives
b)
To make new and improved services and features available for use
c)
To ensure a shared understanding of the vision and improvement direction for all products and services
d)
To continually improve all products and services across all value chain activities
18.
Which includes governance, management practices, and continual improvement?
a)
The service value system
b)
The 'deliver and support' value chain activity
c)
The 'focus on value' guiding principle
d)
The 'value stream and processes' dimension
19.
What is the definition of a problem?
a)
An unplanned interruption to a service, or reduction in the quality of a service
b)
A cause, or potential cause, of one or more incidents
c)
An incident for which a full resolution is not yet available
d)
Any change of state that has significance for the management of a configuration item (CI)
20.
Which practice provides a communications point for users to report operational issues, queries and requests?
a)
Incident management
b)
Continual improvement
c)
Service desk
d)
Relationship management
21.
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
22.
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
a)
Collaborate and promote visibility
b)
Start where you are
c)
Focus on value
d)
Keep it simple and practical
23.
Which practice has a strong influence on the user experience and perception of the service provider?
a)
Service desk
b)
Change enablement
c)
Service level management
d)
Supplier management
24.
Which statement about service requests is CORRECT?
a)
Complex service requests should be dealt with as normal changes
b)
Service requests that require simple workflows should be dealt with as incidents
c)
Service requests require workflows that should use manual procedures and avoid automation
d)
Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
25.
Which practice is responsible for moving new or changed components to live or other environments?
a)
Release management
b)
Deployment management
c)
Change enablement
d)
Supplier management
26.
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
27.
Which of these activities is carried out as part of 'problem management'?
a)
Creating incident records
b)
Diagnosing and resolving incidents
c)
Escalating incidents to a support team for resolution
d)
Trend analysis of incident records
28.
What must always be done before an activity is automated?
a)
Check that the activity has already been optimized
b)
Check that suitable new technology has been purchased
c)
Ensure that DevOps has been successfully implemented
d)
Ensure the solution removes the need for human intervention
29.
What is a change schedule PRIMARILY used for?
a)
To help plan emergency changes
b)
To help authorize standard changes
c)
To help assign a change authority
d)
To help manage normal changes
30.
Which role approves the cost of services?
a)
User
b)
Change authority
c)
Sponsor
d)
Customer
31.
What actions does a service desk take for all issues, queries and requests that are reported to them?
a)
Schedule, assess, authorize
b)
Diagnose, investigate, resolve
c)
Initiate, approve, fulfil
d)
Acknowledge, classify, own
32.
Which describes the utility of a service?
a)
A service that is fit for use
b)
A service that meets its service level targets
c)
A service that increases constraints on the consumer
d)
A service that supports the performance of the consumer
33.
Which is included in the purpose of the 'service level management' practice?
a)
To maximize the number of successful service and product changes
b)
To ensure accurate information about the configuration of services is available
c)
To set clear business-based targets for service levels
d)
To ensure that suppliers and their performance are managed appropriately
34.
Which usually requires a team of representatives from many stakeholder groups?
a)
Fulfilling a service request
b)
Authorizing an emergency change
c)
Logging a new problem
d)
Investigating a major incident
35.
Which value chain activity ensures that service components meet agreed specifications?
a)
Plan
b)
Design and transition
c)
Obtain/build
d)
Deliver and support
36.
What includes governance as a component?
a)
Practices
b)
The service value chain
c)
The service value system
d)
The guiding principles
37.
Which practice needs people who understand complex systems and have creative and analytical skills?
a)
Change enablement
b)
Service level management
c)
Service request management
d)
Problem management
38.
What is the definition of a known error?
a)
An unplanned interruption to a service, or reduction in the quality of a service
b)
A cause, or potential cause, of one or more incident
c)
A problem that has been analyzed and has not been resolved
d)
Any change of state that has significance for the management of a service or other configuration item (CI)
39.
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
a)
Focus on value
b)
Think and work holistically
c)
Optimize and automate
d)
Collaborate and promote visibility
40.
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
a)
Incidents
b)
Problems
c)
Events
d)
Requests
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