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WorksheetsITIL Q311-Q356
Total questions: 46
Worksheet time: 15mins
Name
Class
Date
1.
How does the 'incident management' practice set user expectations?
a)
By using collaboration tools to communicate effectively
b)
By agreeing, and communicating target resolution times
c)
By assigning resources to ensure that all incidents are resolved as quickly as possible
d)
By automated matching of incidents to known errors
2.
What is a user?
a)
The role that defines the requirements for a service
b)
The role that directs and controls an organization
c)
The role that uses services
d)
The role that authorizes budget for service consumption
3.
How do 'continual improvement registers' help to create value?
a)
By making improvements visible
b)
By monitoring achievement against service level targets
c)
By assigning change authorities for change requests
d)
By documenting all improvement ideas in a single place
4.
Which statement about the inputs and outputs of the value chain activities is CORRECT?
a)
Each value chain activity receives inputs and provides outputs
b)
The organization's governance will determine the inputs and outputs of each value chain activity
c)
Some value chain activities only have inputs, whereas others only have outputs
d)
Inputs and outputs are fixed for each value chain activity
5.
What is the value of a service?
a)
A tangible or intangible deliverable of the service
b)
The amount of money created or saved for service consumers by using the service
c)
The benefits, usefulness, or importance of the service, as perceived by stakeholders
d)
A result for a stakeholder enabled by the outputs of the service
6.
Which is the MOST LIKELY way of resolving major incidents?
a)
A support team following detailed procedures for investigating the incident
b)
Users establishing a resolution using self-help
c)
A temporary team working together to identify a resolution
d)
The service desk identifying the cause and a resolution
7.
What is the CORRECT order for the three phases of problem management?
a)
Problem control, error control, problem identification
b)
Problem identification, problem control, error control
c)
Error control, problem control, problem identification
d)
Problem identification, error control, problem control
8.
What is included in the purpose of the 'IT asset management' practice?
a)
Supporting decision-making about purchase, re-use, retirement, and disposal of assets
b)
Providing information on how assets are configured and the relationships between them
c)
Making new and changed assets available for use
d)
Moving assets to live or other environments for testing or staging
9.
Which component is focused on the activities needed by an organization to help it co-create value?
a)
Guiding principles
b)
Service value chain
c)
Continual improvement
d)
Practices
10.
Why and how is a user MOST LIKELY to contact the service desk?
a)
To discuss the cause of an incident via a phone call
b)
To report a problem using a mobile app
c)
To request access to a resource via a self-service portal
d)
To authorize an emergency change via live chat
11.
What is used as a tool to help define and measure performance?
a)
A change schedule
b)
An incident record
c)
A continual improvement register
d)
A service level agreement
12.
Which of the four dimensions contributes is concerned with service integration and management?
a)
Partners and suppliers
b)
Organizations and people
c)
Value streams and processes
d)
Information and technology
13.
What may form part of a service request procedure?
a)
The timescale for restoration of service
b)
The method of diagnosing the cause
c)
Authorization in accordance with a security policy
d)
Escalation to the appropriate change authority
14.
When applying the 'collaborate and promote visibility' principle, which is NOT a necessary action?
a)
Basing decisions about the initiative on visible data
b)
Communicating information about the initiative to other parts of the organization
c)
Ensuring everyone involved in the initiative is in agreement before starting
d)
Considering different methods of communication for the different audiences
15.
Which practice identifies changes of state related to infrastructure, services, and business processes?
a)
Monitoring and event management
b)
Service configuration management
c)
Change enablement
d)
Information security management
16.
Identify the missing word(s): When an organization is assessing its current state, it should use [?] to obtain accurate measurements.
a)
Reports
b)
Assumptions
c)
Source data
d)
Risk management techniques
17.
How should a process design allow for exceptional situations?
a)
Create rules to handle exceptions generally
b)
Remove the option for process exceptions
c)
Create an additional process for each exception
d)
Include all exception steps in the main process
18.
Which practice needs the right culture to be embedded across the entire organization?
a)
Service request management
b)
Service level management
c)
Change enablement
d)
Continual improvement
19.
Which term could be used to refer to a single person who has independently subscribed to a service?
a)
Supplier
b)
Service desk
c)
Service provider
d)
Organization
20.
What is the MOST LIKELY reason that incident management would need a temporary team?
a)
To escalate an incident to a supplier or partner
b)
So customers and users are provided with timely updates
c)
To resolve a complex or major incident
d)
So users can resolve their own incidents with self-help
21.
Which is MOST LIKELY to be achieved by following a detailed procedure?
a)
Assessing a change
b)
Resolving an incident
c)
Managing a service request
d)
Investigating a problem
22.
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
a)
Value streams and processes
b)
Partners and suppliers
c)
Organizations and people
d)
Information and technology
23.
What is CORRECT about service request management?
a)
Service requests can be used to restore service
b)
Complex service request procedures should be avoided
c)
Compliments can be handled as service requests
d)
A new procedure is required for each new service request
24.
What ensures that service providers and service consumers continue to create value together?
a)
Service consumption
b)
Service offerings
c)
Service level management
d)
Service relationship management
25.
What are the KEY stakeholder groups that service providers should cooperate with?
a)
Suppliers
b)
Customers
c)
Relationship managers
d)
Developers
26.
Which statement about the purpose of Monitoring and event management is TRUE?
a)
Minimize the negative impact of incidents by restoring normal service
b)
Support the agreed quality of a service by handling all pre-defined, user-initiated service requests
c)
Systematically observe services and service components, and record/report selected changes of state as events
d)
Maximize successful changes by ensuring risks have been assessed and managed
27.
Identify the missing word(s): The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and known errors.
a)
Events
b)
Changes
c)
Configuration items
d)
Workarounds
28.
Which describes an unresolved problem which has already been analysed?
a)
A workaround
b)
An incident
c)
A known error
d)
A risk
29.
Which practice conducts reviews to validate that services are covering the needs of the customer?
a)
Monitoring and event management
b)
Service level management
c)
Change enablement
d)
Service desk
30.
What is MOST LIKELY to be handled as a service request?
a)
Managing an interruption to a service
b)
An emergency change to apply a security patch
c)
The implementation of a workaround
d)
Providing a virtual server for a development team
31.
Which practice guarantees that users have a range of access channels to choose from to report problems?
a)
Service desk
b)
Service level management
c)
Incident management
d)
Change enablement
32.
A user wants to know how to create a report, so they contact the service desk. Which practice helps most?
a)
Incident management
b)
Service level management
c)
Service request management
d)
Change enablement
33.
How can service consumers contribute to risk mitigation?
a)
Through provision of services according to predefined needs
b)
By ensuring the provider has configured resources correctly
c)
By being fully aware of their own requirements
d)
By controlling risk on the provider’s behalf
34.
A good way to apply the ITIL principle ‘focus on value’ is to:
a)
Understand why services are used by service consumers
b)
Understand the whole, but do something
c)
Be aware of system complexity
d)
Do fewer tasks but with higher quality
35.
Which guiding principle proposes the elimination of unnecessary work?
a)
Keep it simple and practical
b)
Think and work holistically
c)
Start where you are
d)
Progress iteratively with feedback
36.
Which statement is included in the ‘improve’ value chain activity’s purpose?
a)
Ensure the continual improvement of practices across all activities
b)
Ensure services continually meet expectations for quality, costs, time
c)
Ensure a shared understanding of improvement direction
d)
Ensure continual engagement with all stakeholders
37.
Which statement about change authorization is CORRECT?
a)
Every time a standard change is requested a change authority is assigned
b)
The technician making an emergency change can authorize it
c)
The change type and model is the basis for assigning change authority
d)
Ensuring changes are authorized after deployment is done by the authority
38.
Which statement about a ‘continual improvement register (CIR)’ is TRUE?
a)
Used to help plan changes, assist communication, avoid conflicts, assign resources
b)
Used to select the right method or technique for identifying improvements
c)
Used to track/manage improvement ideas from identification to final action
d)
Used to provide a formal description of services for a target consumer group
39.
Which practice suggests organizations should use SWOT analysis and scorecards?
a)
Incident management
b)
Continual improvement
c)
Service request management
d)
Change enablement
40.
Which statement about 'outcomes' is TRUE?
a)
The delivery of products to a stakeholder is enabled by outcomes
b)
The level of expenses regarding a technology is defined by an outcome
c)
An outcome depends on at least one output to deliver a result
d)
Outcomes provide assurance about service performance
41.
A good way to apply the ITIL principle 'keep it simple and practical' is to:
a)
Communicate so that the audience will hear
b)
Re-use nothing from the current state
c)
Adopt a practice which is easy to follow
d)
Understand that fast does not mean incomplete
42.
When considering the type of relationship with other organizations in service design and delivery, which dimension is used?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
43.
Which service value chain activity relates with buying new products?
a)
Engage
b)
Obtain/build
c)
Plan
d)
Improve
44.
Which is a necessity to a successful SLA?
a)
The language and terms should be commonly understood by all parties
b)
Base the SLA on provider-oriented system metrics
c)
Carry SLAs forward unchanged from year to year
d)
Vague targets, such as user experience, should be avoided
45.
Identify the missing word(s): A(n) [?] is the cause, or potential cause, of one or more incidents.
a)
Known error
b)
Change
c)
Event
d)
Problem
46.
Which term is used to describe removing something that could affect a service?
a)
A change
b)
An incident
c)
A problem
d)
An IT asset
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