Which practice balance management of risk with maximizing throughput? Show Options:What is the definition of “service management”? Options:A. A result for a stakeholder enabled by one or more outputs B. A formal description of one or more services, designed to address the needs of a target consumer group C. Join activities performed by a service provider and a service consumer to ensure continual value co-creation D. A set of specialized organizational capabilities for enabling value for customers in the form of services. Which is a key requirement for successful service level agreements (SLAs)? Options: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, 'rom one year to the next to enable uunsisleni service D. They should avoid ambiguous targets such as those relating to user experience For which purpose would the continual improvement practice use a SWOT analysis? Options:A. Understanding the current state B. Defining the future desired state C. Tracking and managing ideas D. Ensuring everyone actively participates Which practice performs reviews to ensure that services continue to meet the needs of the customers? Options:A. Monitoring and event management B. Service level management Which is included in the purpose of the ‘design and transition’ value chain activity? Options:A. Ensuring that service components are available when needed B. Providing transparency and good stakeholder relationships C. Supporting services according to specifications D. Continually meeting stakeholder expectations for costs Which is a purpose of the 'engage' value chain activity? Options:A. Meeting expectations for quality, costs and time-to-market B. Ensuring the continual improvement of services C. Ensuring that the organization's vision is understood D. Providing transparency and good relationships In which TWO situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant Options:When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT? Options:A. An organization should always use a single technique to ensure metrics are consistent B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C. An organization should always develop competencies in methodologies and techniques that will meet their needs D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies Which dimension includes activities and workflows? Options:A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people Which of the following can be used to access service desks? Options:C. Text and social media messaging When should a change request be submitted to resolve a problem? Options:A. As soon as a solution for the problem has been identified B. As soon as a workaround for the problem has been identified C. As soon as the analysis of the frequency and impact of incidents justifies the change D. As soon as the analysis of cost, risks and benefits justifies the change Which is a purpose of the 'service desk' practice? Options:A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents B. To capture demand for incident resolution and service requests C. To set clear business-based targets for service performance D. To maximize the number of successful IT changes by ensuring risks are properly assessed Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? Options:A. Relationship management C. Service configuration management D. Service level management A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? Options: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 [?] are managed appropriately to support the seamless provision of quality products and services. Options: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 services, and the [?] that support them, is available when and where it is needed. Options:Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle. Options:Which practice has a purpose that includes ensuring that risks have been properly assessed? Options:A. Service configuration management C. Service level management What is the starting point for optimization? Options:A. Standardizing practices and services B. Determining where the most positive impact would be C. Securing stakeholder engagement D. Understanding the vision and objectives of the organization Which dimension includes a workflow management system? Options:A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people What is the purpose of the 'relationship management' practice? Options:A. To support the agreed quality of a service handling all agreed, userinitiated service requests B. To set clear business-based targets for service performance C. To establish and nurture the links between the organization and its stakeholders D. To align the organization's practices and services with changing business needs What impact does automation have on a service desk? Options:A. Less low level work and a greater ability to focus on user experience B. Increased phone contact and a reduced ability to focus on user experience C. Ability to work from multiple locations, geographically dispersed D. Ability to work from a single centralised location Which statement about output is correct? Options:A. They consist of several outcomes. B. They capture customer demand for services C. They contribute to the achievement of outcomes D. They describes how the service performs. Which is a way of applying the guiding principle 'focus on value'? Options:A. Understanding how service consumers use services B. Comprehending the whole, but doing something C. Recognizing the complexity of systems D. Doing fewer things, but doing them better In which case would a problem be logged? Options:A. When the cause is identified but not resolved B. After analysis of error information from a supplier C. When a user reports an unplanned service interruption D. Alter a workaround is identified and documented Which practice involves the management of vulnerabilities that were not identified before the service went live? Options:A. Service request management D. Service level management Which activity is part of the ‘continual improvement practice? Options:A. handing compliments and complaints from user to identify improvements. B. Improving relationships with and between stakeholders. C. Prioritizing and creating business cases for improvement initiatives. D. Identifying the cause unplanned interruptions to service. What defines the requirements for a service and takes responsibility for the outcomes of service consumption? Options:C. A configuration item (CI)
What is the expected outcome from using a service value chain? Options:D. The application of practices Which facilitates outcomes that customers want to achieve? Options:Which phase of problem management includes analysing incidents to look for patterns and trends? Options:A. Problem identification D. Post-implementation review Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? Options:A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Which statement about the 'optimize and automate' guiding principle is CORRECT? Options:A. Activities should be automated before they are optimized B. Automation is best applied to non-standard tasks C. Technology eliminates the need for human intervention D. Automation frees human resources for more complex activities Which statement about the ‘continual improvement model’ is CORRECT? Options:A. Organizations should work through the steps of the model in the sequence in which they are presented B. The flow of the model helps organizations to link improvements to its goals C. The model is applicable to only certain parts of the service value system D. Organizations should use an additional model or method to link improvements to customer value
What role would be MOST suitable for someone with tots of experience working in IT and business roles? They also have experience of managing relationships with various stakeholders, including suppliers and business managers. Options:Which is an example o' a service request? Options:A. A request for normal operation to be restored B. A request to implement a security patch C. A request tor access to a file D. A request to investigate the cause of an incident Which statement about standard changes is CORRECT? Options:A. A full assessment should be completed each time the change is implemented B. The change can be implemented with less testing if necessary C. The appropriate change authority should be assigned to each type of change D. The change does not require additional authorization Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated? Options:B. Service level management D. Service request management Which dimension considers the application of artificial intelligence to service management? Options:A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Which guiding principle discourages 'silo activity'? Options:C. Collaborate and promote visibility D. Keep it simple and practical
Which practice helps to ensure that the services delivered to customers are aligned with their needs? Options:A. Service request management D. Service level management Which statement about the 'continual improvement model' is CORRECT? Options:A. Organizations should work through the steps of the model in the sequence in which they are presented B. The low of the model helps organizations to link improvements to its goals C. The model is applicable to only certain parts of the service value system D. Organizations should use an additional model or method to link improvements to customer value Which is an example of a business related measurement? Options:A. The number of passengers checked in B. The average time to response to change requests C. The average resolution time for incidents D. The number of problems resolved What is used to link activities within the service value chain? Options:A. Service level agreements B. Inputs, outputs and triggers C. Opportunity, demand and value Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT? Options:A. It should always be used to support direct observation B. It should always be used instead of direct observation C. Measured data is always more accurate than direct observation D. The act of measuring always positively impacts results
What do customer perceptions and business outcomes help to define? Options:A. The value of a service C. The total cost of a service D. Key performance indicators (KPIs) Which of the following is an example of workaround? Options:A. A defective network switch is replaced with a new one B. An email server is restored after an incident is reported C. Server memory is increased when the server is unresponsive D. A server is restarted to resolve an incident Which statement about change management is CORRECT? Options:A. It optimizes overall business risk B. It optimizes financial exposure C. It ensures that all changes are authorized by the change advisory board (CAB) D. It ensures that service requests follow the normal change management process Which dimension of service management considers governance, management, and communication? Options:A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Which practice recommends using tools for collaboration and the automated matching of symptoms? Options:B. Service level management D. Service request management Which is one of the five aspects of service design? Options:A. Management information systems and tools B. Risk analysis and management approach C. Management policy for business case creation D. Corporate governance and policy What includes governance as a component? Options:B. The service value chain C. The service value system D. The guiding principles Which function is responsible for the management of a data centre? Options:C. Application management What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction? Options:Which is included in the purpose of the ‘service level management’ practice? Options:A. To maximize the number of successful service and product changes B. To ensure accurate information about the configuration of services is available C. To set clear business-based targets for service levels D. To ensure that suppliers and their performance are managed appropriately Which term relates to service levels aligned with the needs of service consumers? Options:Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Options:B. Think and work holistically D. Collaborate and promote Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment Options:Which value chain activity communicates the current status of all four dimensions of service management? Options:Which joint activity performed by a service provider and service consumer ensures continual value co-creation? Options:C. Service relationship management Which statement about the ‘continual improvement’ practice is CORRECT? Options:A. Continual improvement participation should be limited to a small dedicated team. B. It is the role of senior management to authorize improvement initiatives. C. Training should be provided to those involved in continual improvement. D. A single continual improvement register should be maintained by senior management. Which is a description of service provision? Options:A. A formal description of one or more services, designed to address the needs of a service consumer B. Activities that an organization performs to deliver services C. A way to help create value by facilitating outcomes that service consumers need D. Cooperation between two organizations to ensure that a service delivers value When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances? Options:C. Minimum viable product Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds? Options:A. Problem identification Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? Options:
A. Information security management C. Monitoring and event management D. Service level 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? Options:B. Service Request management D. Service request management Which of the following is included in the purpose of the 'continual improvement' practice? Options: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 Which TWO BEST describe the guiding principles?
Options:Which is the FIRST thing to consider when focusing on value? Options:A. Identifying the service customer who will receive value B. Defining customer experience and user experience C. Understanding what is valuable to the service consumer D. Ensuring value is co-created by improvement initiatives. Which is described by the ‘organizations and people’ dimension of service management? Options:A. Communication and collaboration B. Workflows and controls D. Contracts and agreement Which is part of the value proposition of a service? Options:A. Costs removed from the consumer by the service B. Costs imposed on the consumer by the service C. Outputs of the service received by the consumer D. Risks imposed on the consumer by the service Which guiding principle recommends assessing the current state?Which guiding principle recommends assessing the current state and deciding what can be reused? Options are : Focus on value.
Which of these are guiding principles of ITIL?The updated ITIL guiding principles are:. Focus on Value. Everything the organization does should create value for stakeholders. ... . Start where you are. ... . Progress iteratively with feedback. ... . Collaborate and promote visibility. ... . Think and work holistically. ... . Keep it simple and practical. ... . Optimize and automate.. What is the first step of the guiding principle focus on value '?What is the first step of the guiding principle 'focus on value'? Determine who the service consumer is in each situation.
What are the 7 guiding principles?The seven ITIL guiding principles are:. Focus on value.. Start where you are.. Progress iteratively with feedback.. Collaborate and promote visibility.. Think and work holistically.. Keep it simple and practical.. Optimize and automate.. |
