How are target resolution times used in the 'incident management' practice?
Ans - They are agreed, documented, and communicated to help set user expectations
Why should some service requests be fulfilled with no additional approvals?
Ans - To streamline the fulfilment workflow
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Ans - Service management
Which gives a user access to a system?
Ans - Service provision
Which statement about managing incidents is CORRECT?
Ans - Low impact incidents should be resolved efficiently so the resource required is reduced
Which statement about the service value chain is CORRECT?
Ans - Each value chain activity uses different combinations of practices to convert inputs into outputs
What describes how components and activities work together to facilitate value creation?
Ans - The ITIL service value system
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Ans - Problem management
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
Ans - It should always be used to support direct observation
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Ans - Service level management
What should be considered as part of the 'partners and suppliers' dimension?
Ans - The level of integration and formality involved in the relationships between organizations
Which practice makes new services available for use?
Ans - Release management
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
Ans - Performing baseline assessments
Which guiding principle considers the importance of customer loyalty?
Ans - Focus on value
Which is a recommendation of the guiding principle 'think and work holistically'?
Ans - Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Which statement about 'continual improvement' is CORRECT?
Ans - Everyone in the organization is responsible for some aspects of 'continual improvement'
What impact does automation have on a service desk?
Ans - Less low level work and a greater ability to focus on user experience
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.Ans - Service provider
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Ans - Customer engagement
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
Ans - The ability to discover and respond to failure earlier
What can be used to determine if a service is 'fit for purpose'?
Ans - Utility
In service relationships, what is a benefit of identifying consumer roles?
Ans - It enables effective stakeholder management
Which is an external input to the service value chain?
Ans - Customer requirements
What term is used to describe whether a service will meet availability, capacity and security requirements?
Ans - Warranty
What is the purpose of the 'incident management' practice?
Ans - To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
What is defined as an unplanned interruption or reduction in the quality of a service?
Ans - An incident
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Ans - Relationship management
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
Ans - Increasing collaboration and visibility for the improvement
What varies in size and complexity, and uses functions to achieve its objectives?
Ans - An organization
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Ans - Change control
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Ans - Information Security Management
Which will help solve incidents more quickly?
Ans - Collaboration between teams
When is the earliest that a workaround can be documented in 'problem management'?
Ans - After the problem has been logged
Which is an activity of the 'problem management' practice?
Ans - Prioritization of problems based on risk that they pose
Which practice is MOST likely to benefit from the use of chatbots?
Ans - Service Desk
Where are the details of the required performance outcomes of a service defined?
Ans - Service level agreement
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Ans - Plan
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?
Ans - Supplier management
Which two practices interact the MOST with the service desk practice?
Ans - Incident management and Service request management
Which is an activity of the 'incident management' practice?
Ans - Providing good quality updates when expected
Identify the missing words in the following sentence:
A user is [?] that uses services.Ans - A Role
Which is included in the purpose of the 'change enablement' practice?
Ans - Ensure that risks has been properly assessed
Which activity is part of the 'continual improvement' practice?
Ans - Making business cases for improvement action.
In which step of the 'continual improvement model' is an improvement plan implemented?
Ans - Take Action
Which is the BEST example of a standard change?
Ans - Installation of software application in response to service request.
Which statement about the automation of service requests is CORRECT?
Ans - Service request and their fulfilment should be automated as much as possible.
Which can act as an operating model for an organization?
Ans - Service Value Chain
Which practice recommends the use of event-based surveys to gather feedback from customers?
Ans - Service level management
Which statement about change authorities is CORRECT?
Ans - 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?
Ans - Incident management
Which will NOT be handled as a service request?
Ans - The degradation of service
A service offering may include goods, access to resources, and service actions.
Which is an example of a service action?Ans - Service desk agent supports user
Which describes a CORRECT approach to change authorization?
Ans - Normal changes should be assessed and authorized before they are deployed.
Which statement about a service value stream is CORRECT?
Ans - Integrates practices for a specific scenario
Which statement about outputs is CORRECT?
Ans - contribute to achievement to outcomes
Which is an example of a business related measurement?
Ans - the number of passengers checked in
Which BEST describes the purpose of the 'improve' value chain activity?
Ans - To continually improve all products and services across all value chain activities
Which includes governance, management practices, and continual improvement?
Ans - Service value system
What is the definition of a problem?
Ans - A cause or a potential cause of one or more incidents
Which practice provides a communications point for users to report operational issues, queries and requests?
Ans - Service Desk
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
Ans - Organization and people
An organization asks a stakeholder to review a planned change.
Which guiding principle does this demonstrate?Ans - Collaborate and promote visibility
Which practice has a strong influence on the user experience and perception of the service provider?
Ans - Service Desk
Which statement about service requests is CORRECT?
Ans - Service request are usually formalized using standard procedure for initiation, approval and fulfillment
Which practice is responsible for moving new or changed components to live or other environments?
Ans - Deployment Management
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Ans - Partners and Suppliers
Which of these activities is carried out as part of 'problem management'?
Ans - Trend analysis of incident record
What must always be done before an activity is automated?
Ans - Check that the activity has already been optimized
What is a change schedule PRIMARILY used for?
Ans - To help manage normal changes
Which role approves the cost of services?
Ans - Sponsor
What actions does a service desk take for all issues, queries and requests that are reported to them?
Ans - Acknowledge, classify own
Which describes the utility of a service?
Ans - A service that supports the performance of the customer
Which is included in the purpose of the 'service level management' practice?
Ans - To set clear business targets for service levels
Which usually requires a team of representatives from many stakeholder groups?
Ans - Investigating major incident
Which value chain activity ensures that service components meet agreed specifications?
Ans - Obtain/Build
What includes governance as a component?
Ans - Service Value System
Which practice needs people who understand complex systems and have creative and analytical skills?
Ans - Problem Management
What is the definition of a known error?
Ans - A problem that has been analysed and not resolved
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Ans - Think and work holistically
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Ans - Events
Which dimension considers data security and privacy?
Ans - Information and Technology
Which term relates to service levels aligned with the needs of service consumers?
Ans - Warranty
Which directly assists with the diagnosis and resolution of simple incidents?
Ans - Scripts for collecting user information
What are guiding principles?
Ans - 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'?
Ans - Only add controls and metrics when they are needed
What is the purpose of the 'problem management' practice?
Ans - To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known error
Which practice forms a link between the service provider and the users of services?
Ans - Service Desk
Which is a purpose of release management?
Ans - To make new and changed services available for use
What is recommended by the guiding principle 'progress iteratively with feedback'?
Ans - An improvement initiative that is broken into number of manageable section.
Which guiding principle considers customer and user experience?
Ans - Focus on Value
Which statement about the 'change enablement' practice is CORRECT?
Ans - Emergency changes are changes that must be implemented asap and therefore authorization is expedited
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
Ans - Evaluate measurements and metrics
What can a service remove from the consumer and impose on the consumer?
Ans - Cost
What does 'change enablement' PRIMARILY focus on?
Ans - Changes to products and services
Which is handled as a service request?
Ans - A compliment of an IT support team
Which is a key requirement for a successful service level agreement (SLA)?
Ans - Using bundled metrics to relate performance to outcomes
Which is considered by the 'partners and suppliers' dimension?
Ans - Working with an integrator to manage relationship
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Ans - Incident management
Which practice would help a user gain access to an application that they need to use?
Ans - Service Request Management
What is used to link activities within the service value chain?
Ans - Input, output and triggers