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WorksheetsTIA-1
Total questions: 150
Worksheet time: 1hrs 15mins
How are target resolution times used in the 'incident management' practice?
They are agreed, documented, and communicated to help set user expectations
They are established, reviewed, and reported to ensure that customers are happy with the service
They are initiated, approved, and managed to ensure that predictable responses are achieved
They are scheduled, assessed and authorized to reduce the risk of service failures
Why should some service requests be fulfilled with no additional approvals?
To ensure that spending is properly accounted for
To ensure that information security requirements are met
To streamline the fulfilment workflow
To set user expectations for fulfilment times
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Service offering
Service provision
Service management
Service consumption
Which gives a user access to a system?
Service requirement
Service agreement
Service consumption
Service provision
Which statement about managing incidents is CORRECT?
Low impact incidents should be resolved efficiently, making logging unnecessary
The 'incident management' practice should use a single process regardless of the impact of the incident
Low impact incidents should be resolved efficiently so the resource required is reduced
Incidents with the lowest impact should be resolved first
Which statement about the service value chain is CORRECT?
The service value chain converts value into demand
Each value chain activity uses different combinations of practices to convert inputs into outputs
Each value chain activity identifies a requirement for resources from an external supplier
The service value chain uses value streams to describe a combination of consumers and providers
What describes how components and activities work together to facilitate value creation?
The ITIL service value system
The ITIL guiding principles
The four dimensions of service management
A service relationship
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Service request management
Problem management
Change control
Service level management
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
It should always be used to support direct observation
It should always be used instead of direct observation
Measured data is always more accurate than direct observation
The act of measuring always positively impacts results
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Service desk
Service request management
Service level management
Service configuration management
What should be considered as part of the 'partners and suppliers' dimension?
The level of integration and formality involved in the relationships between organizations
The activities, workflows, controls and procedures needed to achieve the agreed objectives
The information created, managed and used in the course of service provision and consumption
The required skills and competencies of teams and individual members of the organization
Which practice makes new services available for use?
Change enablement
Release management
Deployment management
IT asset management
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
Executing improvement actions
Performing baseline assessments
Defining the improvement plan
Understanding the business mission
Which guiding principle considers the importance of customer loyalty?
Progress iteratively with feedback
Focus on value
Optimize and automate
Start where you are
Which is a recommendation of the guiding principle 'think and work holistically'?
Conduct a review of existing service management practices and decide what to keep and what to discard
Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
Review service management practices and remove any unnecessary complexity
Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Which statement about 'continual improvement' is CORRECT?
All improvement ideas should be logged in a single 'continual improvement register'
A single team should carry out 'continual improvement' across the organization
'Continual improvement' should have minimal interaction with other practices
Everyone in the organization is responsible for some aspects of 'continual improvement'
What impact does automation have on a service desk?
Less low level work and a greater ability to focus on user experience
Increased phone contact and a reduced ability to focus on user experience
Ability to work from multiple locations, geographically dispersed
Ability to work from a single centralized location
Identify the missing word(s) in the following sentence: The service desk should be the entry point and single point of contact for the [?] with all of its users.
Service consumer
Service provider
Customer
Supplier
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Customer engagement
Operational metrics
Business metrics
Customer feedback
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
The ability to discover and respond to failure earlier
Standardization of practices and services
Understanding the customer's perception of value
Understanding the current state and identifying what can be reused
What can be used to determine if a service is 'fit for purpose'?
Availability
Warranty
Outcome
Utility
In service relationships, what is a benefit of identifying consumer roles?
It enables effective stakeholder management
It provides shared service expectations
It removes constraints from the customer
It enables a common definition of value
Which is an external input to the service value chain?
The 'improve' value chain activity
An overall plan
Customer requirements
Feedback loops
What term is used to describe whether a service will meet availability, capacity and security requirements?
Outcomes
Value
Utility
Warranty
What is the purpose of the 'incident management' practice?
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To capture demand for incident resolution and service requests
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To support the agreed service quality by effective handling of all agreed user-initiated service requests
What is defined as an unplanned interruption or reduction in the quality of a service?
An incident
A problem
A change
An event
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Supplier management
Change control
Relationship management
Service desk
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
Restricting information about the improvement to essential stakeholders only
Increasing collaboration and visibility for the improvement
Involving customers after all planning has been completed
Engaging every stakeholder group in the same way, with the same communication
What varies in size and complexity, and uses functions to achieve its objectives?
A risk
An organization
A practice
An outcome
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Information security management
Continual improvement
Monitoring and event management
Service level management
Which will help solve incidents more quickly?
Target resolution times
Escalating all incidents to support teams
Collaboration between teams
Detailed procedural steps for incident investigation
When is the earliest that a workaround can be documented in 'problem management'?
After the problem has been logged
After the problem has been prioritized
After the problem has been analyzed
After the problem has been resolved
Which is an activity of the 'problem management' practice?
Restoration of normal service operation as quickly as possible
Prioritization of problems based on the risk that they pose
Authorization of changes to resolve the cause of problems
Resolution of incidents in a time that meets customer expectations
Which practice is MOST likely to benefit from the use of chatbots?
Service level management
Change enablement
Continual improvement
Service desk
Where are the details of the required performance outcomes of a service defined?
Service level agreements
Service requests
Service components
Service offerings
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Plan
Improve
Design and transition
Deliver and support
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
Release management
Supplier management
Service management
Relationship management
Which two practices interact the MOST with the service desk practice?
Incident management and service request management
Service request management and deployment management
Deployment management and change enablement
Change enablement and incident management
Which is an activity of the 'incident management' practice?
Assessing and prioritizing improvement opportunities
Performing service reviews with customers
Providing good-quality updates when expected
Automating service requests to the greatest degree possible
Identify the missing words in the following sentence: A user is [?] that uses services.
an organization
a role
a team
a supplier
Which is included in the purpose of the 'change enablement' practice?
Make new and changed services available for use
Ensure that risks have been properly assessed
Record and report selected changes of state
Plan and manage the full lifecycle of all IT assets
Which activity is part of the 'continual improvement' practice?
Identifying the cause of incidents and recommending related improvements
Authorizing changes to implement improvements
Logging and managing incidents that result in improvement opportunities
Making business cases for improvement action
In which step of the 'continual improvement model' is an improvement plan implemented?
What is the vision?
How do we get there?
Take action
Did we get there?
Which is the BEST example of a standard change?
The review and authorization of a change requested by a customer
The implementation of a critical software patch in response to a vendor security issue
The installation of a software application in response to a service request
The replacement of a component in response to a major incident
Which statement about the automation of service requests is CORRECT?
Service requests that cannot be automated should be handled as incidents
Service requests and their fulfilment should be automated as much as possible
Service requests that cannot be automated should be handled as problems
Service requests and their fulfilment should be carried out by service desk staff without automation
Which can act as an operating model for an organization?
The four dimensions of service management
The service value chain
The ITIL guiding principles
Continual improvement
Which practice recommends the use of event-based surveys to gather feedback from customers?
Service level management
Change enablement
Service request management
Problem management
Which statement about change authorities is CORRECT?
Change authorities are only required for authorizing emergency changes
Change authorities are assigned when each change is deployed
Change authorities are only required for authorizing normal changes
Change authorities are assigned for each type of change and change model
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
Service request management
Service level management
Incident management
Change enablement
Which will NOT be handled as a service request?
The degradation of a service
The replacement of a toner cartridge
The provision of a laptop
A complaint about a support team
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
A mobile phone enables a user to work remotely
A password allows a user to connect to a WiFi network
A license allows a user to install a software product
A service desk agent provides support to a user
Which describes a CORRECT approach to change authorization?
Changes included in the change schedule are pre-authorized and do not need additional authorization
Normal changes should be assessed and authorized before they are deployed
Emergency changes should be authorized by as many people as possible to reduce risk
Normal changes are typically implemented as service requests and authorized by the service desk
Which statement about a service value stream is CORRECT?
It uses prescriptive inputs and outputs
It is a value chain activity
It integrates practices for a specific scenario
It is used to provide governance
Which statement about outputs is CORRECT?
They consist of several outcomes
They capture customer demand for services
They contribute to the achievement of outcomes
They describe how the service performs
Which is an example of a business related measurement?
The number of passengers checked in
The average time to respond to change requests
The average resolution time for incidents
The number of problems resolved
Which BEST describes the purpose of the 'improve' value chain activity?
To organize a major improvement initiative into several smaller initiatives
To make new and improved services and features available for use
To ensure a shared understanding of the vision and improvement direction for all products and services
To continually improve all products and services across all value chain activities
Which includes governance, management practices, and continual improvement?
The service value system
The ‘deliver and support’ value chain activity
The ‘focus on value’ guiding principle
The ‘value stream and processes’ dimension
What is the definition of a problem?
An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of one or more incidents
An incident for which a full resolution is not yet available
Any change of state that has significance for the management of a configuration item (CI)
Which practice provides a communications point for users to report operational issues, queries and requests?
Incident management
Continual improvement
Service desk
Relationship management
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
Collaborate and promote visibility
Start where you are
Focus on value
Keep it simple and practical
Which practice has a strong influence on the user experience and perception of the service provider?
Service desk
Change enablement
Service level management
Supplier management
Which statement about service requests is CORRECT?
Complex service requests should be dealt with as normal changes
Service requests that require simple workflows should be dealt with as incidents
Service requests require workflows that should use manual procedures and avoid automation
Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
Which practice is responsible for moving new or changed components to live or other environments?
Release management
Deployment management
Change enablement
Supplier management
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which of these activities is carried out as part of 'problem management'?
Creating incident records
Diagnosing and resolving incidents
Escalating incidents to a support team for resolution
Trend analysis of incident records
What must always be done before an activity is automated?
Check that the activity has already been optimized
Check that suitable new technology has been purchased
Ensure that DevOps has been successfully implemented
Ensure the solution removes the need for human intervention
What is a change schedule PRIMARILY used for?
To help plan emergency changes
To help authorize standard changes
To help assign a change authority
To help manage normal changes
Which role approves the cost of services?
User
Change authority
Sponsor
Customer
What actions does a service desk take for all issues, queries and requests that are reported to them?
Schedule, assess, authorize
Diagnose, investigate, resolve
Initiate, approve, fulfil
Acknowledge, classify, own
Which describes the utility of a service?
A service that is fit for use
A service that meets its service level targets
A service that increases constraints on the consumer
A service that supports the performance of the consumer
Which is included in the purpose of the 'service level management' practice?
To maximize the number of successful service and product changes
To ensure accurate information about the configuration of services is available
To set clear business-based targets for service levels
To ensure that suppliers and their performance are managed appropriately
Which usually requires a team of representatives from many stakeholder groups?
Fulfilling a service request
Authorizing an emergency change
Logging a new problem
Investigating a major incident
Which value chain activity ensures that service components meet agreed specifications?
Plan
Design and transition
Obtain/build
Deliver and support
What includes governance as a component?
Practices
The service value chain
The service value system
The guiding principles
Which practice needs people who understand complex systems and have creative and analytical skills?
Change enablement
Service level management
Service request management
Problem management
What is the definition of a known error?
An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of one or more incident
A problem that has been analyzed and has not been resolved
Any change of state that has significance for the management of a service or other configuration item (CI)
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Focus on value
Think and work holistically
Optimize and automate
Collaborate and promote visibility
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Incidents
Problems
Events
Requests
Which dimension considers data security and privacy?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which term relates to service levels aligned with the needs of service consumers?
Service management
Warranty
Cost
Utility
Which directly assists with the diagnosis and resolution of simple incidents?
Scripts for collecting user information
Use of shift working patterns
Fulfilment of service requests
Creation of a temporary team
What are guiding principles?
A set of interconnected activities that help an organization deliver a valuable service
A description of one or more services that help address the needs of a target consumer group
A set of specialized organizational capabilities for enabling value for customers
Recommendations that help an organization when adopting a service management approach
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
Only add controls and metrics when they are needed
Design controls and metrics first, then remove those not adding value
Design controls and metrics and add them individually until all are implemented
Only add controls and metrics that are required for compliance
What is the purpose of the 'problem management' practice?
To protect the information needed by the organization to conduct its business
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Which practice forms a link between the service provider and the users of services?
Change enablement
Service level management
Problem management
Service desk
Which is a purpose of release management?
To protect the organization's information
To handle user-initiated service requests
To make new and changed services available for use
To move hardware and software to live environments
What is recommended by the guiding principle 'progress iteratively with feedback'?
A current state assessment that is carried out at the start of an improvement initiative
The identification of all interested parts at the start of an improvement initiative
An improvement initiative that is broken into a number of manageable sections
An assessment of how all the parts of an organization will affect an improvement initiative
Which guiding principle considers customer and user experience?
Focus on value
Start where you are
Optimize and automate
Keep it simple and practical
Which statement about the 'change enablement' practice is CORRECT?
Service requests are usually normal changes that can be implemented quickly without authorization
Emergency changes are changes that must be fully tested and fully documented prior to implementation
Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
Define measurable targets
Perform baseline assessments
Execute improvement actions
Evaluate measurements and metrics
What can a service remove from the consumer and impose on the consumer?
Utility
Asset
Cost
Outcome
What does 'change enablement' PRIMARILY focus on?
Changes to service levels
Changes to products and services
Changes to organizational structure
Changes to skills and competencies
Which is handled as a service request?
An investigation to identify the cause of an incident
A compliment about an IT support team
The failure of an IT service
An emergency change to implement a security patch
Which is a key requirement for a successful service level agreement (SLA)?
Using individual metrics that relate to the service catalogue
Using bundled metrics to relate performance to outcomes
Using single-system-based metrics that relate to outputs
Using an agreement between the service provider and service supplier
Which is considered by the 'partners and suppliers' dimension?
Using artificial intelligence
Defining controls and procedures
Using formal roles and responsibilities
Working with an integrator to manage relationships
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Problem management
Service level management
Incident management
Service request management
Which practice would help a user gain access to an application that they need to use?
Service configuration management
Change enablement
Service request management
Service level management
What is used to link activities within the service value chain?
Service level agreements
Inputs, outputs and triggers
Opportunity, demand and value
Service desk
Which two practices use workarounds?
Change enablement and continual improvement
Change enablement and problem management
Problem management and incident management
Incident management and continual improvement
Which is included in the purpose of the 'deliver and support' value chain activity?
Meeting stakeholder expectations for time to market
Understanding the organization's service vision
Understanding stakeholder needs
Providing services to agreed specifications
Which are elements of the service value system?
Service provision, service consumption, service relationship management
Governance, service value chain, practices
Outcomes, utility, warranty
Customer value, stakeholder value, organization
What is an incident?
The planned removal of an item that might affect a service
A result enabled by one or more outputs
A possible future event that could cause harm
A service interruption resolved by the use of self-help tools
What is defined as a change of state that has significance for the management of an IT service?
Event
Incident
Problem
Known error
Which dimension includes the knowledge needed for the management of services?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
What is the PRIMARY use of a change schedule?
To support the 'incident management' practice and improvement planning
To manage emergency changes
To plan changes and help avoid conflicts
To manage standard changes
Which guiding principle focuses on reducing costs and human errors?
Focus on value
Collaborate and promote visibility
Optimize and automate
Think and work holistically
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback
Think and work holistically
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
Define measurable targets
Perform baseline assessments
Execute improvement actions
Evaluate measurements and metrics
What is important for a 'continual improvement register' (CIR)?
Improvement ideas are documented, assessed and prioritized
Improvement ideas from many sources are kept in a single CIR
Improvement ideas that are not being actioned immediately are removed from the CIR
Improvement ideas are tested, funded and agreed
Which is a purpose of the 'service level management' practice?
To establish and nurture the links between the organization and its stakeholders
To ensure that the organization's suppliers and their performance are managed appropriately
To support the agreed quality of a service by handling all agreed, user-initiated service requests
To set clear business-based targets for service levels
What describes the steps needed to create and deliver a specific service to a consumer?
Service management
Practices
A value stream
Service level management
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Disaster recovery plans
Swarming
Target resolution times
Self-help
Which statement about the 'continual improvement' practice is CORRECT?
Continual improvement participation should be limited to a small dedicated team
It is the role of senior management to authorize improvement initiatives
Training should be provided to those involved in continual improvement
A single continual improvement register should be maintained by senior management
Which does the ITIL service value system discourage?
Coordinated authorities and responsibilities
Organizational silos
Interfaces among practices
Organizational agility
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?
A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Service level management
Service desk
Continual improvement
Change enablement
What is a service?
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
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
A tangible or intangible deliverable of an activity
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
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
1 and 2
2 and 3
What is required by all service desk staff?
Excellent technical knowledge
Root cause analysis skills
Demonstration of emotional intelligence
Knowledge of telephony technology
Which practice establishes a channel between the service provider and its users?
Relationship management
Change enablement
Supplier management
Service desk
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
Service desk
Monitoring and event management
Service level management
Continual improvement
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Relationship management
Change enablement
Release management
Monitoring and event management
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Service level management
Relationship management
Continual improvement
Service desk
Which helps to streamline the fulfilment of service requests?
Understanding which service requests can be accomplished with limited approvals
Creating new workflows for every service request
Separating requests relating to service failures from the degradation of services
Eliminating service requests which have complex workflows
Which statement about outcomes is CORRECT?
They are deliverables provided to service consumers
They allow service consumers to achieve a desired result
They provide products to service providers based on outputs
They co-create value for service providers by reducing costs and risks
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Keep it simple and practical
Collaborate and promote visibility
Think and work holistically
Optimize and automate
Identify the missing word in the following sentence. The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
measured
rewarded
managed
defined
Identify the missing words in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
relationships with suppliers
configuration of services
skills of people
authorization of changes
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Incident management
Monitoring and event management
Service level management
IT asset management
When should a workaround be created?
As soon as possible, once the incident is logged
After the resolution of a problem
When a problem cannot be resolved quickly
When a potential permanent solution has been identified
What is a configuration item?
Any financially valuable component that can contribute to the delivery of an IT product or service
Any change of state that has significance for the management of a service
Any component that needs to be managed in order to deliver an IT service
A problem that has been analyzed but has not been resolved
Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?].
existing information
new methods
additional measurements
revised processes
Which is a use of the change schedule?
Assigning resources to changes
Deciding the approval authority for changes
Automating the change process
Creating change models
Which dimension of service management considers the workflows and controls needed to deliver services?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Focus on value
Start where you are
Think and work holistically
Optimize and automate
Which statement about the 'incident management' practice is CORRECT?
It identifies the cause of major incidents
It authorizes changes to resolve incidents
It maintains detailed procedures for diagnosing incidents
It resolves the highest impact incidents first
How should an organization prioritize incidents?
Ask the user for their preferred resolution timeframe
Assess the availability of the appropriate support team
Use an agreed classification which is based on the business impact of the incident
Create an order of incidents based on the dates and times when they were logged
Which is a purpose of the 'relationship management' practice?
To systematically observe services and service components
To protect the information needed by the organization to conduct its business
To be the entry point and single point of contact for the service provider with all of its users
To identify, analyze, monitor, and continually improve links with stakeholders
Which statement about problem management is CORRECT?
Problems are not related to incidents
Problems must be resolved quickly in order to restore normal business activity
Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
Problem prioritization involves risk assessment
Which is a risk that might be removed from a service consumer by an IT service?
Service provider ceasing to trade
Security breach
Failure of server hardware
Cost of purchasing servers
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
Understanding the organization's vision
Understanding stakeholder needs
Meeting stakeholder expectations
Ensuring service components are available
Which should be handled by 'service request management'?
A request to implement a security patch
A request to provide a laptop
A request to resolve an error in a service
A request to change a target in a service level agreement
What can be described as an operating model for the creation and management of products and services?
Governance
Service value chain
Guiding principles
Practices
Which action is performed by a service provider?
Requesting required service actions
Authorizing budget for service consumption
Ensuring access to agreed resources
Receiving of the agreed goods
Which step of the continual improvement model includes baseline assessments?
Did we get there?
Where are we now?
What is the vision?
Where do we want to be?
Which describes a 'change authority'?
A model used to determine who will assess a change
A person who approves a change
A tool used to help plan changes
A way to manage the people aspects of change
Which is NOT a component of the service value system?
The service value chain
Opportunity and demand
Continual improvement
Governance
Which statement about service relationship management is CORRECT?
It focuses on the service actions performed by users
It requires the service consumer to create resources for the service provider
It requires co-operation of both the service provider and service consumer
It focuses on the fulfilment of the agreed service actions
What is the MOST important reason for prioritizing incidents?
To ensure that user expectations are realistic
To ensure that incidents with highest impact are resolved first
To help information-sharing and learning
To provide links to related changes and known errors
