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WorksheetsITIL Q201-Q240
Total questions: 40
Worksheet time: 13mins
Name
Class
Date
1.
Which of the following ensures that a service provider and a service consumer continually co-create value?
a)
Service consumption
b)
Service offerings
c)
Service level management
d)
Service relationship management
2.
What type of charge is often used for resolving incidents or implementing security patches?
a)
Standard change
b)
Normal change
c)
Emergency change
d)
Change model
3.
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
a)
Service relationship management
b)
Service consumption
c)
The service value system
d)
The 'release management' practice
4.
Which statement about outcomes is CORRECT?
a)
Outcomes enable products to be delivered to a stakeholder
b)
An outcome defines the amount of money spent on technology for a service
c)
An outcome depends on at least one output to deliver a result
d)
Outcomes provide assurance to stakeholders on how a service performs
5.
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
a)
Problem identification
b)
Problem control
c)
Error control
d)
Problem analysis
6.
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
a)
Monitoring and event management
b)
Service level management
c)
Change enablement
d)
Service desk
7.
Which service value chain activity deals with the purchase of new products?
a)
Engage
b)
Obtain/build
c)
Plan
d)
Improve
8.
Which of the following is included in the purpose of the 'continual improvement' practice?
a)
The restoration of normal service operation as quickly as possible
b)
The establishment of links between the organization and its stakeholders at strategic and tactical levels
c)
The alignment of the organization's practices and services with changing business needs
d)
The reduction of the likelihood and impact of incidents
9.
Which is included in the purpose of the 'improve' value chain activity?
a)
Ensuring the continual improvement of practices across all value chain activities
b)
Ensuring that services continually meet expectations for quality, costs, and time to market
c)
Ensuring a shared understanding of the improvement direction for services across the organization
d)
Ensuring continual engagement and good relationships with all stakeholders
10.
Which is the BEST type of resource for investigating complex incidents?
a)
Self-help systems
b)
Knowledgeable support staff
c)
Detailed work instructions
d)
Disaster recovery plans
11.
What is defined as any component that needs to be managed in order to deliver an IT service?
a)
An event
b)
An IT asset
c)
A configuration item
d)
A change
12.
Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the efficiency of manual processes.
4. It is important to understand the organization's objectives when assessing the impact of potential improvements
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
13.
Which statement about emergency changes is CORRECT?
a)
Emergency changes are low risk and well understood
b)
Authorization of emergency changes may be deferred until after implementation
c)
It is necessary to complete all documentation before an emergency change is implemented
d)
Emergency changes are not usually recorded in the change schedule
14.
Which is the definition of an IT asset?
a)
Any financially valuable component that contributes to a service
b)
Any request from a user that is a normal part of service delivery
c)
Any component that needs to be managed to deliver a service
d)
Any change of state that has significance for the management of a service
15.
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
16.
What is defined as 'the role that uses services'?
a)
Service consumer
b)
Customer
c)
User
d)
Sponsor
17.
Which is an example of a problem control activity?
a)
Reviewing incident records to identify trends
b)
Implementing a technical fix to resolve an issue
c)
Re-assessing a known error to understand the ongoing impact
d)
Documenting the steps in a workaround
18.
What should remain constant within an organization, even when the organizations objectives change?
a)
Outputs
b)
Guiding principles
c)
Service offerings
d)
Outcomes
19.
Which is a key element of the 'think and work holistically' guiding principle?
a)
Assessing which procedures can be re-used when improving a service
b)
Understanding the methods applicable to complex systems
c)
Eliminating metrics which do not contribute to achieving an objective
d)
Using technology for standard tasks to give people time for complex activities
20.
Which practice has a purpose that includes managing authentication and non-repudiation?
a)
Information security management
b)
Supplier management
c)
Service configuration management
d)
Relationship management
21.
Which of the following is the MOST important for effective incident management?
a)
Collaboration tools and techniques
b)
Balanced scorecard review
c)
Automated pipelines
d)
A variety of access channels
22.
Which practice handles all pre-defined user-initiated service actions?
a)
Deployment management
b)
Incident management
c)
Service level management
d)
Service request management
23.
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
a)
Suppliers
b)
Customers
c)
Relationship managers
d)
Developers
24.
Which activity is NOT recommended by the 'start where you are' guiding principle?
a)
Involving people who are not familiar with a service when observing and assessing its activities
b)
Applying risk management when considering to introduce new processes
c)
Using source data to avoid any unintentional data distortion round in reports
d)
Discarding existing processes before assessing their usefulness
25.
For which purpose would the continual improvement practice use a SWOT analysis?
a)
Understanding the current state
b)
Defining the future desired state
c)
Tracking and managing ideas
d)
Ensuring everyone actively participates
26.
Which TWO types of competence are MOST important for service desk staff? 1. Knowledge of business processes 2. Collaboration skills 3. Advanced technical knowledge 4. Workflow design skills
a)
1 and 2
b)
2 and 3
c)
3 and 4
d)
1 and 4
27.
Which is CORRECT about change authorization?
a)
A change authority is assigned each time a standard change is requested
b)
Emergency changes are authorized by the technician making the change
c)
Assignment of the change authority is based on the change type and model
d)
The change authority will ensure changes are authorized after they are deployed
28.
What term is used to describe the functionality of a service?
a)
Output
b)
Outcome
c)
Utility
d)
Warranty
29.
Which practice ensures that a variety of access channels are available for users to report issues?
a)
Service desk
b)
Service level management
c)
Incident management
d)
Change enablement
30.
Identify the missing word(s) in the following sentence: 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 workarounds and [?].
a)
events
b)
changes
c)
IT assets
d)
known errors
31.
Which is a key requirement for a successful service level agreements (SLAs)?
a)
They should be written using language and terms which all parties will understand
b)
They should be based on system-based metrics which are useful to the service provider
c)
They should be carried forward, unchanged, from one year to the next to enable consistent service
d)
They should avoid ambiguous targets such as those relating to user experience
32.
Which is an example of a service request?
a)
A request for normal operation to be restored
b)
A request to implement a security patch
c)
A request for access to a file
d)
A request to investigate the cause of an incident
33.
Which of the four dimensions focuses on managing data in compliance with industry regulations?
a)
Partners and suppliers
b)
Organizations and people
c)
Value streams and processes
d)
Information and technology
34.
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
a)
Business objectives
b)
Improvement plans
c)
Assessment results
d)
KPI reports
35.
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
a)
Focus on value
b)
Progress iteratively with feedback
c)
Collaborate and promote visibility
d)
Optimize and automate
36.
Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?
a)
Service request management
b)
Incident management
c)
Service desk
d)
Change enablement
37.
In which situation will incident management USUALLY use a separate process?
a)
Where no target resolution time exists
b)
For low impact incidents
c)
Where the cause must be diagnosed
d)
For information security incidents
38.
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
a)
Incident management
b)
Change enablement
c)
Service level management
d)
Continual improvement
39.
Which practice makes use of methods from Lean, Agile and DevOps?
a)
Service desk
b)
Continual improvement
c)
Problem management
d)
Incident management
40.
Identify the missing word in the following sentence: Sponsor is the role that authorizes budget for service [?].
a)
value
b)
consumption
c)
management
d)
provision
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