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WorksheetsTIA-2
Total questions: 150
Worksheet time: 1hrs 15mins
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
Which 'service level management' activity helps staff to deliver a more business-focused service?
Creating targets based on the percentage of uptime of a service
Understanding the ongoing requirements of customers
Using complex technical terminology in service level agreements (SLAs)
Measuring low-level operational activities
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Service request management
Service configuration management
Deployment management
Change enablement
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
What is the purpose of the 'monitoring and event management' practice?
To restore normal service operation as quickly as possible
To manage workarounds and known errors
To capture demand for incident resolution and service requests
To systematically observe services and service components
Which statement about outcomes is CORRECT?
Outcomes rely on outputs to deliver results for a stakeholder
Outcomes use activities to produce tangible or intangible deliverables
Outcomes give service consumers assurance of products or services
Outcomes help a service consumer to assess the cost of a specific activity
Which skill is required by the 'service level management' practice?
Supplier management
Technical expertise
Event monitoring
Problem management
Which statement about the 'continual improvement model' is CORRECT?
Organizations should work through the steps of the model in the sequence in which they are presented
The flow of the model helps organizations to link improvements to its goals
The model is applicable to only certain parts of the service value system
Organizations should use an additional model or method to link improvements to customer value
What is the definition of warranty?
A means of identifying events that could cause harm or loss
A means of determining whether a service is fit for purpose
A means of identifying a result for a stakeholder
A means of determining whether a service is fit for use
Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
Change enablement
Problem management
Information security management
Service configuration management
Which statement about value creating activities is CORRECT?
Each value stream should be designed with a specific combination of service value chain activities
Service value chain activities have pre-determined dependencies on ITIL practices
A value stream is an operating model for creating value through products and services
Organizations should ensure that each value stream is applicable to many scenarios
Which is provided by the 'engage' value chain activity?
Ensuring that stakeholder expectations for quality are met
Ensuring that stakeholder needs are understood by the organization
Ensuring that service components are available when needed
Ensuring that services are operated to meet agreed specifications
Which is part of the 'focus on value' guiding principle?
Understanding what services help the service consumer
Reducing the number of steps in the customer experience
Assessing services to identify parts that can be reused
Identifying activities that can be achieved in smaller iterations
Which is part of the definition of a customer?
The role that defines the requirements for a service
A means of enabling value co-creation
The role that authorizes budget for service consumption
A set of specialized organizational capabilities for enabling value
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Focus on value
Start where you are
Think and work holistically
Keep it simple and practical
Identify the missing words in the following sentence: The 'incident management' practice should maintain [?] for logging and managing incidents.
A dedicated team
A formal process
Detailed procedures
A value chain activity
What is the purpose of the 'deployment management' practice?
To make new and changed services and features available for use
To move new or changed components to live environments
To plan and manage the full lifecycle of all IT assets
To protect the information needed by the organization to conduct its business
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
1 and 2
2 and 3
3 and 4
1 and 4
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Service configuration management
Service desk
Problem management
Deployment management
Which statement about standard changes is CORRECT?
A full assessment should be completed each time the change is implemented
The change can be implemented with less testing if necessary
The appropriate change authority should be assigned to each type of change
The change does not require additional authorization
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
1 and 2
2 and 3
3 and 4
1 and 4
Which statement about the ‘service request management’ practice is CORRECT?
Service requests are fulfilled using simple workflows
A new workflow is created for each type of request
Additional approval is sometimes needed for restoration of service
Financial authorization is sometimes required for service requests
What is a cause, or potential cause, of one or more incidents?
A problem
A configuration item
A workaround
An incident
Which guiding principle says that it is not usually necessary to build something new?
Focus on value
Start where you are
Progress iteratively with feedback
Think and work holistically
Which practice includes management of workarounds and known errors?
Monitoring and event management
Service configuration management
Problem management
Incident management
Which activity is part of the ‘continual improvement’ practice?
Handling compliments and complaints from users to identify improvements
Improving relationships with and between stakeholders
Prioritizing and creating business cases for improvement initiatives
Identifying the cause of unplanned interruptions to service
Identify the missing word in the following sentence: 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.
utility
warranty
outcomes
outputs
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A standard change
A change model
An emergency change
A normal change
Which describes the ‘plan’ value chain activity?
It ensures a shared understanding of the current status and vision for all products and services across the organization
It ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations
It ensures that service components are available when and where they are needed, and meet agreed specifications
It ensures continual improvement of products, services, and practices across all value chain activities
Which phase of problem management includes analyzing incidents to look for patterns and trends?
Problem identification
Problem control
Error control
Post-implementation review
Which statement about the ‘optimize and automate’ guiding principle is CORRECT?
Activities should be automated before they are optimized
Automation is best applied to non-standard tasks
Technology eliminates the need for human intervention
Automation frees human resources for more complex activities
What is defined as any financially valuable component that can contribute to the delivery of a service?
Configuration item
Product
IT asset
Event
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances?
Continual improvement
Service value chain
Practices
Guiding principles
What is the MAIN benefit of ‘problem management’?
Restoring normal service as quickly as possible
Reducing the number and impact of incidents
Maximizing the number of successful changes
Managing workarounds and known errors
Which guiding principle discourages ‘silo activity’?
Focus on value
Start where you are
Collaborate and promote visibility
Keep it simple and practical
What is included in the purpose of the relationship management practice?
Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
Setting clear business-based targets so that the delivery of a service can be properly assessed
Creating collaborative relationships with key suppliers to uncover and realize new value
Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
Service level management
Relationship management
Service desk
Monitoring and event management
Which dimension considers the application of artificial intelligence to service management?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which type of change is most likely to be initiated as part of the service request management practice?
A normal change
An emergency change
A standard change
A change model
Which benefit is most aligned with the guiding principle progress iteratively with feedback?
Service providers are able to respond more quickly to customer needs
Bottlenecks in the service provider's workflow are identified
The complexities of the service provider's IT systems are identified
The service provider gains a better understanding of the customer experience
Which costs are included in the value proposition of a service?
Additional expense that the service consumer has because they are using the service
Money that the service consumer no longer needs to spend because they are using the service
Tangible or intangible results for the service consumer because they are using the service
The benefits, usefulness, and importance of the service that are perceived by the service consumer
Identify the missing word in the following sentence: A (?) is the addition, modification, or removal of anything that could have a direct or indirect effect on services.
problem
risk
change
configuration item
Which of the four dimensions includes the knowledge bases needed to deliver and manage services?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?
Keep it simple and practical
Think and work holistically
Start where you are
Progress iteratively with feedback
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Deployment management
Continual improvement
Monitoring and event management
IT asset management
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Incident management
Service level management
Problem management
Service request management
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is most likely to be involved in managing this?
Incident management
Problem management
Change enablement
Service request management
Which practice is most associated with the use of empathy to understand users?
Service desk
Continual improvement
Service level management
Change enablement
Identify the missing word in the following sentence: A customer defines the (?) for a service and takes responsibility for the outcomes of service consumption.
requirements
resources
suppliers
products
Which of the following ensures that a service provider and a service consumer continually co-create value?
Service consumption
Service offerings
Service level management
Service relationship management
What type of change is often used for resolving incidents or implementing security patches?
Standard change
Normal change
Emergency change
Change model
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Service relationship management
Service consumption
The service value system
The release management practice
Which statement about outcomes is correct?
Outcomes enable products to be delivered to a stakeholder
An outcome defines the amount of money spent on technology for a service
An outcome depends on at least one output to deliver a result
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Problem identification
Problem control
Error control
Problem analysis
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Monitoring and event management
Service level management
Change enablement
Service desk
Which service value chain activity deals with the purchase of new products?
Engage
Obtain/build
Plan
Improve
Which of the following is included in the purpose of the ‘continual improvement’ practice?
The restoration of normal service operation as quickly as possible
The establishment of links between the organization and its stakeholders at strategic and tactical levels
The alignment of the organization’s practices and services with changing business needs
The reduction of the likelihood and impact of incidents
Which is included in the purpose of the ‘improve’ value chain activity?
Ensuring the continual improvement of practices across all value chain activities
Ensuring that services continually meet expectations for quality, costs, and time to market
Ensuring a shared understanding of the improvement direction for services across the organization
Ensuring continual engagement and good relationships with all stakeholders
Which is the BEST type of resource for investigating complex incidents?
Self-help systems
Knowledgeable support staff
Detailed work instructions
Disaster recovery plans
What is defined as ‘any component that needs to be managed in order to deliver an IT service’?
An event
An IT asset
A configuration item
A change
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
1 and 2
2 and 3
3 and 4
1 and 4
Which statement about emergency changes is CORRECT?
Emergency changes are low risk and well understood
Authorization of emergency changes may be deferred until after implementation
It is necessary to complete all documentation before an emergency change is implemented
Emergency changes are not usually recorded in the change schedule
Which is the definition of an IT asset?
Any financially valuable component that contributes to a service
Any request from a user that is a normal part of service delivery
Any component that needs to be managed to deliver a service
Any change of state that has significance for the management of a service
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
What is defined as ‘the role that uses services’?
Service consumer
Customer
User
Sponsor
Which is an example of a problem control activity?
Reviewing incident records to identify trends
Implementing a technical fix to resolve an issue
Re-assessing a known error to understand the ongoing impact
Documenting the steps in a workaround
What should remain constant within an organization, even when the organization’s objectives change?
Outputs
Guiding principles
Service offerings
Outcomes
Which is a key element of the ‘think and work holistically’ guiding principle?
Assessing which procedures can be re-used when improving a service
Understanding the methods applicable to complex systems
Eliminating metrics which do not contribute to achieving an objective
Using technology for standard tasks to give people time for complex activities
Which practice has a purpose that includes managing authentication and non-repudiation?
Information security management
Supplier management
Service configuration management
Relationship management
Which of the following is the MOST important for effective incident management?
Collaboration tools and techniques
Balanced scorecard review
Automated pipelines
A variety of access channels
Which practice handles all pre-defined user-initiated service actions?
Deployment management
Incident management
Service level management
Service request management
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Suppliers
Customers
Relationship managers
Developers
Which activity is NOT recommended by the 'start where you are' guiding principle?
Involving people who are not familiar with a service when observing and assessing its activities
Applying risk management when considering to introduce new processes
Using source data to avoid any unintentional data distortion round in reports
Discarding existing processes before assessing their usefulness
For which purpose would the continual improvement practice use a SWOT analysis?
Understanding the current state
Defining the future desired state
Tracking and managing ideas
Ensuring everyone actively participates
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
1 and 2
2 and 3
3 and 4
1 and 4
Which is CORRECT about change authorization?
A change authority is assigned each time a standard change is requested
Emergency changes are authorized by the technician making the change
Assignment of the change authority is based on the change type and model
The change authority will ensure changes are authorized after they are deployed
What term is used to describe the functionality of a service?
Output
Outcome
Utility
Warranty
Which practice ensures that a variety of access channels are available for users to report issues?
Service desk
Service level management
Incident management
Change enablement
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 [ ? ].
events
changes
IT assets
known errors
Which is a key requirement for a successful service level agreements (SLAs)?
They should be written using language and terms which all parties will understand
They should be based on system-based metrics which are useful to the service provider
They should be carried forward, unchanged, from one year to the next to enable consistent service
They should avoid ambiguous targets such as those relating to user experience
Which is an example of a service request?
A request for normal operation to be restored
A request to implement a security patch
A request for access to a file
A request to investigate the cause of an incident
Which of the four dimensions focuses on managing data in compliance with industry regulations?
Partners and suppliers
Organizations and people
Value streams and processes
Information and technology
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Business objectives
Improvement plans
Assessment results
KPI reports
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Focus on value
Progress iteratively with feedback
Collaborate and promote visibility
Optimize and automate
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?
Service request management
Incident management
Service desk
Change enablement
In which situation will incident management USUALLY use a separate process?
Where no target resolution time exists
For low impact incidents
Where the cause must be diagnosed
For information security incidents
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Incident management
Change enablement
Service level management
Continual improvement
Which practice makes use of methods from Lean, Agile and DevOps?
Service desk
Continual improvement
Problem management
Incident management
Which statement about service offerings is CORRECT?
The same product can be used as a basis for more than one service offering
Service offerings include the transfer of goods from the consumer to the provider
Service offerings describe how providers and consumers cooperate to co-create value
Each service should be described to consumers as a single service offering
Which can a change schedule be used for?
Speeding up the planning and authorization of emergency changes
Providing information about deployed changes to help manage incidents and problems
Providing a means of initiating and assessing normal changes
Tracking and managing improvement ideas from identification through to final action
Which is part of the value proposition of a service?
Costs removed from the consumer by the service
Costs imposed on the consumer by the service
Outputs of the service received by the consumer
Risks imposed on the consumer by the service
Why should a service level manager carry out regular service reviews?
To ensure that agreements are written simply and are easy to understand
To collect information about service consumer goals and objectives
To capture information about service issues and performance against agreed goals
To ensure continual improvement of services, so that they meet the evolving needs of service consumers
A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?
Problem
Incident
Event
Known error
Which value chain activity ensures that ongoing service activity meets user expectations?
Plan
Engage
Obtain/build
Deliver and support
Which practice's purpose includes creating closer, more collaborative relationships?
Supplier management
Information security management
Release management
Service configuration management
Which TWO are inputs to the service value system? 1. Demand 2. Products 3. Value 4. Opportunity
1 and 2
2 and 3
3 and 4
1 and 4
What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Service level manager
Service desk agent
Change authority
Problem analyst
Which is the addition, modification or removal of anything that could have an effect on services?
A change
An event
A service request
A problem
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
Focus on value
Start where you are
Think and work holistically
Optimize and automate
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Service desk
Continual improvement
Problem management
Incident management
What is a problem that has been analyzed but has not been resolved?
Workaround
Incident
Known error
Risk
Which is described by the 'organizations and people' dimension of service management?
Workflows and controls
Communication and collaboration
Inputs and outputs
Contracts and agreements
Which facilitates outcomes that customers want to achieve?
Service
Warranty
Organization
IT asset
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Incident management
Continual improvement
Service request management
Change enablement
Which ITIL concept helps an organization to make good decisions?
Four dimensions of service management
Guiding principles
Service value chain
Practices
Which is a recommendation applying the guiding principle 'keep it simple and practical'?
Communicate in a way the audience can hear
Sometimes nothing from the current state can be re-used
If a practice is easier to follow it is more likely to be adopted
Fast does not mean incomplete
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Incident management
Service request management
Monitoring and event management
Change enablement
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
Service level manager
Service desk agent
Change authority
Problem analyst
Which practice nurtures links with stakeholders at strategic and tactical levels?
Supplier management
Relationship management
Continual improvement
Service level management
Which is a way of applying the guiding principle 'focus on value'?
Understanding how service consumers use services
Comprehending the whole, but doing something
Recognizing the complexity of systems
Doing fewer things, but doing them better
Which of the following is NOT recommended by the guiding principle 'start where you are'?
Asking questions that appear to be stupid
Identifying what is available to be leveraged
Building something completely new
Collecting data directly from the source
Which is a use of a continual improvement register?
Planning changes, assisting in communication, avoiding conflicts, and assigning resources
Selecting the right method, model or technique for identifying improvements
Tracking and managing improvement ideas from identification through to final action
Describing the services designed to meet the needs of a consumer group
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Incident management
Service level management
Problem management
Service request management
Which TWO of the following are considerations of change enablement? 1. Managing the people aspects of change 2. Ensuring that organizational transformations are successful 3. Maximizing the number of successful service changes 4. Ensuring that changes are properly assessed
1 and 2
2 and 3
3 and 4
1 and 4
How can a service consumer contribute to the reduction of risk?
By providing the service in accordance with requirements
By ensuring that the service provider's resources are correctly configured
By fully understanding their own requirements for the service
By managing the detailed level of risk on behalf of the service provider
In which case would a problem be logged as part of the problem identification?
When the cause is identified but not resolved
After receiving of error information from a supplier
When a user reports an unplanned service interruption
After a workaround is identified and documented
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [ ? ], and the CIs that support them, is available when and where it is needed.
organizations
outcomes
IT assets
services
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Service level management
Change enablement
Problem management
Service request management
Which service request management decisions require that policies are established?
Deciding how degradations of service are resolved
Deciding how to handle service requests where the steps are unknown
Deciding which service requests require approval
Deciding when workarounds should be used
Which dimension of service management considers how activities are coordinated?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
Incident management
Service level management
Service request management
Change enablement
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Service configuration management
IT asset management
Change enablement
Deployment management
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Service request management
Continual improvement
Problem management
Service desk
What is the customer of a service responsible for?
Defining the requirements for the service
Provisioning the service
Using the service
Authorizing the budget for the service
When using the continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Business objectives
Improvement plans
Assessment results
Measurable targets
Which statement about value streams is correct?
Each value stream must include all six value chain activities
Each value stream must include suppliers or partners
Each value stream must be designed for a specific scenario
Each value stream must include all 34 ITIL practices
Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?
Optimize and automate
Think and work holistically
Start where you are
Focus on value
Which is an activity in the problem control phase of problem management?
Re-assessing a known error to manage the ongoing impact
Implementing a technical fix to resolve an issue
Documenting the steps in a workaround
Reviewing incident records to identify trends
Which practice nurtures links with stakeholders at strategic and tactical levels?
Supplier management
Relationship management
Service desk
Service level management
Which practice has a purpose that includes managing authentication and non-repudiation?
Information security management
Change enablement
Service configuration management
IT asset management
Which statement about service offerings is correct?
The same product can be used as a basis for more than one service offering
Service offerings include the transfer of goods from the consumer to the provider
Service offerings describe service actions performed by users
Each service should be described to consumers as a single service offering
What is a problem that has been analyzed but has not been resolved?
Workaround
Incident
Known error
Event
What ensures that a service provider and a service consumer continually co-create value?
Service consumption
Service offerings
Service relationship management
Service level management
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Minimum viable product
Feedback loop
Analysis paralysis
Direct observation
What is the definition of service management?
A result for a stakeholder enabled by one or more outputs
A formal description of one or more services, designed to address the needs of a target consumer group
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
A set of specialized organizational capabilities for enabling value for customers in the form of services
Which is a description of service provision?
A way to help create value by facilitating outcomes that service consumers need
Activities that an organization performs to deliver services
A formal description of one or more services, designed to address the needs of a service consumer
Cooperation between two organizations to ensure that a service delivers value
How is a continual improvement register used?
To provide a structured approach to implementing improvements
To authorize changes to implement improvement initiatives
To organize past, present, and future improvement ideas
To record requests for provision of a resource or service
Which is an input to the service value system?
A need from consumers for new or changed services
The system of directing and controlling an organization
A model to help meet stakeholders' expectations
Recommendations to help an organization in all aspects of its work
Which organization delivers outputs or outcomes of a service?
A service consumer delivers outcomes of the service
A service consumer delivers outputs of the service
A service provider delivers outcomes of the service
A service provider delivers outputs of the service
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
Service request management
Service desk
Supplier management
Service level management
What is the cause, or potential cause, of one or more incidents?
A problem
A known error
An event
A change
Which is the FIRST action when optimizing a service?
Assess the current state
Understand the organizational context
Agree the future state
Implement the improvements
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Service request management
Change enablement
Incident management
Service level management
Which is a financially valuable component that can contribute to the delivery of a service?
Sponsor
Configuration item
IT asset
Service offering
Which term is used to describe removing something that could have an effort on a service?
A change
An incident
A problem
An IT asset
Which TWO BEST describe the guiding principles? 1. Short-term 2. Standards 3. Recommendations 4. Long-term
1 and 4
2 and 3
3 and 4
1 and 2
Which BEST describes the focus of the 'think and work holistically' principle?
Breaking down large initiatives into smaller pieces of work
Integrating an organization's activities to deliver value
Eliminating unnecessary steps to deliver valuable outcomes
Considering the existing organizational assets before building something new
Which is the FIRST thing to consider when focusing on value?
Defining customer experience and user experience
Understanding what is valuable to the service consumer
Ensuring value is co-created by improvement initiatives
Identifying the service consumer who will receive value
Identify the missing word in the following sentence. An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Discard
Improve
Consider
Re-use
What is the difference between the 'incident management' and 'service desk' practices?
Incident management resolves issues, service desk investigates the underlying causes of issues
Incident management restores service operation, service desk provides communication with users
Incident management manages interruptions to services, service desk monitors achieved service quality
Incident management resolves complex issues, service desk resolves simpler issues
