WorksheetsITIL Q161-Q200
Total questions: 40
Worksheet time: 13mins
Name
Class
Date
1.
Which statement about value creating activities is CORRECT?
a)
Each value stream should be designed with a specific combination of service value chain activities
b)
Service value chain activities have pre-determined dependencies on ITIL practices
c)
A value stream is an operating model for creating value through products and services
d)
Organizations should ensure that each value stream is applicable to many scenarios
2.
Which is provided by the 'engage' value chain activity?
a)
Ensuring that stakeholder expectations for quality are met
b)
Ensuring that stakeholder needs are understood by the organization
c)
Ensuring that service components are available when needed
d)
Ensuring that services are operated to meet agreed specifications
3.
Which is part of the 'focus on value' guiding principle?
a)
Understanding what services help the service consumer
b)
Reducing the number of steps in the customer experience
c)
Assessing services to identify parts that can be reused
d)
Identifying activities that can be achieved in smaller iterations
4.
Which is part of the definition of a customer?
a)
The role that defines the requirements for a service
b)
A means of enabling value co-creation
c)
The role that authorizes budget for service consumption
d)
A set of specialized organizational capabilities for enabling value
5.
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
a)
Focus on value
b)
Start where you are
c)
Think and work holistically
d)
Keep it simple and practical
6.
The 'incident management' practice should maintain [?] for logging and managing incidents.
a)
a dedicated team
b)
a formal process
c)
detailed procedures
d)
a value chain activity
7.
What is the purpose of the 'deployment management' practice?
a)
To make new and changed services and features available for use
b)
To move new or changed components to live environments
c)
To plan and manage the full lifecycle of all IT assets
d)
To protect the information needed by the organization to conduct its business
8.
Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available stakeholder groups
3. Organizations should decide which one of the guiding principles is relevant to them
4. Organizations should consider how the guiding principles interact with each other
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
9.
Which is an activity of 'problem identification'?
a)
Analyzing information from software developers
b)
Establishing problem workarounds
c)
Analyzing the cause of problems
d)
Establishing potential permanent solutions
10.
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
a)
Service configuration management
b)
Service desk
c)
Problem management
d)
Deployment management
11.
Which statement about standard changes is CORRECT?
a)
A full assessment should be completed each time the change is implemented
b)
The change can be implemented with less testing if necessary
c)
The appropriate change authority should be assigned to each type of change
d)
The change does not require additional authorization
12.
Which TWO are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
13.
Which statement about the 'service request management' practice is CORRECT?
a)
Service requests are fulfilled using simple workflows
b)
A new workflow is created for each type of request
c)
Additional approval is sometimes needed for restoration of service
d)
Financial authorization is sometimes required for service requests
14.
What is a cause, or potential cause, of one or more incidents?
a)
A problem
b)
A configuration item
c)
A workaround
d)
An incident
15.
Which guiding principle says that it is not usually necessary to build something new?
a)
Focus on value
b)
Start where you are
c)
Progress iteratively with feedback
d)
Think and work holistically
16.
Which practice includes management of workarounds and known errors?
a)
Monitoring and event management
b)
Service configuration management
c)
Problem management
d)
Incident management
17.
Which activity is part of the 'continual improvement' practice?
a)
Handling compliments and complaints from users to identify improvements
b)
Improving relationships with and between stakeholders
c)
Prioritizing and creating business cases for improvement initiatives
d)
Identifying the cause of unplanned interruptions to service
18.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
a)
utility
b)
warranty
c)
outcomes
d)
outputs
19.
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
a)
A standard change
b)
A change model
c)
An emergency change
d)
A normal change
20.
Which describes the 'plan' value chain activity?
a)
It ensures a shared understanding of the current status and vision for all products and services across the organization
b)
It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations
c)
It ensures that service components are available when and where they are needed, and meet agreed specifications
d)
It ensures continual improvement of products, services, and practices across all value chain activities
21.
Which phase of problem management includes analyzing incidents to look for patterns and trends?
a)
Problem identification
b)
Problem control
c)
Error control
d)
Post-implementation review
22.
Which statement about the 'optimize and automate' guiding principle is CORRECT?
a)
Activities should be automated before they are optimized
b)
Automation is best applied to non-standard tasks
c)
Technology eliminates the need for human intervention
d)
Automation frees human resources for more complex activities
23.
What is defined as any financially valuable component that can contribute to the delivery of a service?
a)
Configuration item
b)
Product
c)
IT asset
d)
Event
24.
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
a)
Continual improvement
b)
Service value chain
c)
Practices
d)
Guiding principles
25.
What is the MAIN benefit of 'problem management'?
a)
Restoring normal service as quickly as possible
b)
Reducing the number and impact of incidents
c)
Maximizing the number of successful changes
d)
Managing workarounds and known errors
26.
Which guiding principle discourages 'silo activity'?
a)
Focus on value
b)
Start where you are
c)
Collaborate and promote visibility
d)
Keep it simple and practical
27.
What is included in the purpose of the 'relationship management' practice?
a)
Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
b)
Setting clear business-based targets so that the delivery of a service can be properly assessed
c)
Creating collaborative relationships with key suppliers to uncover and realize new value
d)
Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
28.
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
a)
Service level management
b)
Relationship management
c)
Service desk
d)
Monitoring and event management
29.
Which dimension considers the application of artificial intelligence to service management?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
30.
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
a)
A normal change
b)
An emergency change
c)
A standard change
d)
A change model
31.
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
a)
Service providers are able to respond more quickly to customer needs
b)
Bottlenecks in the service provider's workflow are identified
c)
The complexities of the service provider's IT systems are identified
d)
The service provider gains a better understanding of the customer experience
32.
Which costs are included in the value proposition of a service?
a)
Additional expense that the service consumer has because they are using the service
b)
Money that the service consumer no longer needs to spend because they are using the service
c)
Tangible or intangible results for the service consumer because they are using the service
d)
The benefits, usefulness, and importance of the service that are perceived by the service consumer
33.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.
a)
problem
b)
risk
c)
change
d)
configuration item
34.
Which of the four dimensions includes the knowledge bases needed to deliver and manage services?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
35.
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value. Which guiding principle recommends that the unnecessary work should be eliminated?
a)
Keep it simple and practical
b)
Think and work holistically
c)
Start where you are
d)
Progress iteratively with feedback
36.
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
a)
Deployment management
b)
Continual improvement
c)
Monitoring and event management
d)
IT asset management
37.
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
a)
Incident management
b)
Service level management
c)
Problem management
d)
Service request management
38.
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved?
a)
Incident management
b)
Problem management
c)
Change enablement
d)
Service request management
39.
Which practice is MOST associated with the use of empathy to understand users?
a)
Service desk
b)
Continual improvement
c)
Service level management
d)
Change enablement
40.
A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.
a)
requirements
b)
resources
c)
suppliers
d)
products
100 %
