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WorksheetsITIL Q81-Q120
Total questions: 40
Worksheet time: 13mins
Name
Class
Date
1.
Which dimension considers data security and privacy?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
2.
Which term relates to service levels aligned with the needs of service consumers?
a)
Service management
b)
Warranty
c)
Cost
d)
Utility
3.
Which directly assists with the diagnosis and resolution of simple incidents?
a)
Scripts for collecting user information
b)
Use of shift working patterns
c)
Fulfilment of service requests
d)
Creation of a temporary team
4.
What are guiding principles?
a)
A set of interconnected activities that help an organization deliver a valuable service
b)
A description of one or more services that help address the needs of a target consumer group
c)
A set of specialized organizational capabilities for enabling value for customers
d)
Recommendations that help an organization when adopting a service management approach
5.
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
a)
Only add controls and metrics when they are needed
b)
Design controls and metrics first, then remove those not adding value
c)
Design controls and metrics and add them individually until all are implemented
d)
Only add controls and metrics that are required for compliance
6.
What is the purpose of the 'problem management' practice?
a)
To protect the information needed by the organization to conduct its business
b)
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
c)
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
d)
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
7.
Which practice forms a link between the service provider and the users of services?
a)
Change enablement
b)
Service level management
c)
Problem management
d)
Service desk
8.
Which is a purpose of release management?
a)
To protect the organization's information
b)
To handle user-initiated service requests
c)
To make new and changed services available for use
d)
To move hardware and software to live environments
9.
What is recommended by the guiding principle 'progress iteratively with feedback'?
a)
A current state assessment that is carried out at the start of an improvement initiative
b)
The identification of all interested parts at the start of an improvement initiative
c)
An improvement initiative that is broken into a number of manageable sections
d)
An assessment of how all the parts of an organization will affect an improvement initiative
10.
Which guiding principle considers customer and user experience?
a)
Collaborate and promote visibility
b)
Focus on value
c)
Start where you are
d)
Keep it simple and practical
11.
Which statement about the 'change enablement' practice is CORRECT?
a)
Service requests are usually normal changes that can be implemented quickly without authorization
b)
Emergency changes are changes that must be fully tested and fully documented prior to implementation
c)
Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
d)
Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
12.
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
a)
Define measurable targets
b)
Perform baseline assessments
c)
Execute improvement actions
d)
Evaluate measurements and metrics
13.
What can a service remove from the consumer and impose on the consumer?
a)
Utility
b)
Asset
c)
Cost
d)
Outcome
14.
What does 'change enablement' PRIMARILY focus on?
a)
Changes to service levels
b)
Changes to products and services
c)
Changes to organizational structure
d)
Changes to skills and competencies
15.
Which is handled as a service request?
a)
An investigation to identify the cause of an incident
b)
A compliment about an IT support team
c)
The failure of an IT service
d)
An emergency change to implement a security patch
16.
Which is a key requirement for a successful service level agreement (SLA)?
a)
Using individual metrics that relate to the service catalogue
b)
Using bundled metrics to relate performance to outcomes
c)
Using single-system-based metrics that relate to outputs
d)
Using an agreement between the service provider and service supplier
17.
Which is considered by the 'partners and suppliers' dimension?
a)
Using artificial intelligence
b)
Defining controls and procedures
c)
Using formal roles and responsibilities
d)
Working with an integrator to manage relationships
18.
Which practice recommends using tools for collaboration and the automated matching of symptoms?
a)
Problem management
b)
Service level management
c)
Incident management
d)
Service request management
19.
Which practice would help a user gain access to an application that they need to use?
a)
Service configuration management
b)
Change enablement
c)
Service request management
d)
Service level management
20.
What is used to link activities within the service value chain?
a)
Service level agreements
b)
Inputs, outputs and triggers
c)
Opportunity, demand and value
d)
Service desk
21.
Which two practices use workarounds?
a)
Change enablement and continual improvement
b)
Change enablement and problem management
c)
Problem management and incident management
d)
Incident management and continual improvement
22.
Which is included in the purpose of the 'deliver and support' value chain activity?
a)
Meeting stakeholder expectations for time to market
b)
Understanding the organization's service vision
c)
Understanding stakeholder needs
d)
Providing services to agreed specifications
23.
Which are elements of the service value system?
a)
Service provision, service consumption, service relationship management
b)
Governance, service value chain, practices
c)
Outcomes, utility, warranty
d)
Customer value, stakeholder value, organization
24.
What is an incident?
a)
The planned removal of an item that might affect a service
b)
A result enabled by one or more outputs
c)
A possible future event that could cause harm
d)
A service interruption resolved by the use of self-help tools
25.
What is defined as a change of state that has significance for the management of an IT service?
a)
Event
b)
Incident
c)
Problem
d)
Known error
26.
Which dimension includes the knowledge needed for the management of services?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
27.
What is the PRIMARY use of a change schedule?
a)
To support the 'incident management' practice and improvement planning
b)
To manage emergency changes
c)
To plan changes and help avoid conflicts
d)
To manage standard changes
28.
Which guiding principle focuses on reducing costs and human errors?
a)
Focus on value
b)
Collaborate and promote visibility
c)
Optimize and automate
d)
Think and work holistically
29.
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
a)
Start where you are
b)
Collaborate and promote visibility
c)
Progress iteratively with feedback
d)
Think and work holistically
30.
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
a)
Define measurable targets
b)
Perform baseline assessments
c)
Execute improvement actions
d)
Evaluate measurements and metrics
31.
What is important for a 'continual improvement register' (CIR)?
a)
Improvement ideas are documented, assessed and prioritized
b)
Improvement ideas from many sources are kept in a single CIR
c)
Improvement ideas that are not being actioned immediately are removed from the CIR
d)
Improvement ideas are tested, funded and agreed
32.
Which is a purpose of the 'service level management' practice?
a)
To establish and nurture the links between the organization and its stakeholders
b)
To ensure that the organization's suppliers and their performance are managed appropriately
c)
To support the agreed quality of a service by handling all agreed, user-initiated service requests
d)
To set clear business-based targets for service levels
33.
What describes the steps needed to create and deliver a specific service to a consumer?
a)
Service management
b)
Practices
c)
A value stream
d)
Service level management
34.
Which helps to manage an incident when it is unclear which support team should be working on the incident?
a)
Disaster recovery plans
b)
Swarming
c)
Target resolution times
d)
Self-help
35.
Which statement about the 'continual improvement' practice is CORRECT?
a)
Continual improvement participation should be limited to a small dedicated team
b)
It is the role of senior management to authorize improvement initiatives
c)
Training should be provided to those involved in continual improvement
d)
A single continual improvement register should be maintained by senior management
36.
Which does the ITIL service value system discourage?
a)
Coordinated authorities and responsibilities
b)
Organizational silos
c)
Interfaces among practices
d)
Organizational agility
37.
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?
a)
A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
b)
The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
c)
SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
d)
Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction
38.
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
a)
Service level management
b)
Service desk
c)
Continual improvement
d)
Change enablement
39.
What is a service?
a)
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
b)
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
c)
A tangible or intangible deliverable of an activity
d)
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
40.
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
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