Which of these is NOT a guiding principle?
A) Focus On Value
B) Start Where You Are
C) Adopt An Agile Mentality
D) Progress Iteratively With Feedback
The ITIL Guiding Principles?
A) Should be used instead of the Agile Manifesto and 12 Guiding Principles
B) Replace the 3 Ways of DevOps
C) Are not needed if you are using Scrum
D) Are in tune with the messages of Agile, DevOps and Scrum
Dealing with stakeholders outside the organisation’s Value Chain always involves which activity?
A) Plan
B) Improve
C) Obtain & Build
D) Engage
What are the three types of change referred to by ITIL?
A) Standard – Retrospective – Emergency
B) Normal – Retrospective – Emergency
C) Standard – Normal – Emergency
D) Emergency – Planned - Normal
Which statement is true of the Service Value Chain?
A) All activities in the SVC always follow the same path
B) Demand and value are activities in the SVC
C) The SVC activities are interconnected
D) The Service Value System is an activity of the SVC
What is this a definition of?
"The assurance that a product or service will meet agreed requirements."
A) Utility
B) Warranty
C) Service offering
D) IT Asset Management
Which is the correct set of statements about the Change Authority?
1. The Change Authority is always the chairperson of the CAB
2. The Change Authority can be embedded into automation
3. The Change Authority should be assigned for each type of Change
4. The Change Authority for each type of Change should be regularly be reviewed
A) Items 1, 2 and 3
B) Items 1, 2 and 4
C) Items 2, 3 and 4
D) Items 1, 3 and 4
"The perceived benefits, usefulness and importance of something.”
A) Costs
B) Risks
C) Value
D) Governance
What are the 7 Steps of the Continual Improvement Model?
A) Where are we now, what’s the vision, did we get there, how do we keep the momentum going, take action, how do we get there, where do we want to be.
B) How do we keep the momentum going, what’s the vision, did we get there, how do we get there, where are we now, take action, where do we want to be
C) Did we get there, how do we keep the momentum going, take action, where are we now, how do we get there, what’s the vision, where do we want to be
D) What’s the vision, where are we now, where do we want to be, how do we get there, take action, did we get there, how do we keep the momentum going
Which of the following are correct Dimensions of Service Management?
1. Information and people
2. Information and technology
3. Value streams and people
4. Value streams and processes
A) Items 1 & 2
B) Items 2 & 3
C) Items 1 & 4
D) Items 2 & 4
"Activities performed by an organization to provide services."
A) Work Commitments
B) Work Schedule
C) Service Provision
D) Service Commitment
What is the definition of an Event?
A) “any change of state that has significance for the management of a service value chain”
B) “any change of state that has significance for the management of a service or other configuration item”
C) “any change of state that has significance for the management of a service value system”
D “any change of state that has significance for the management of a service’s value”
"A possible event that could cause harm or loss or make it more difficult to achieve objectives".
A) Event Management
C) Outcomes
D) Result
What is this a description of?
"A tangible or intangible deliverable of an activity”.
A) Outcome
B) Output
C) Utility
D) Warranty
What is true of the Guiding Principle “Optimize and automate”
A) Before an activity is automated, it should be simplified and optimized
B) Before an activity is optimized, it should be simplified and automated
C) All activities should be automated
D) All activities with which we have difficulties should be automated
What are the six Value Chain Activities?
A) Plan, support, enable, create, deliver, restore
B) Support, repair, restore, enhance, enable, retire
C) Plan, improve, engage, design & transition, obtain & build, deliver & support
D) Strategy, design, transition, operation, continual improvement, enhancement.
An organisation has a responsibility for the care and control of its hardware, software, people, and any other element involved in providing and maintaining services. Which practice is responsible for this?
A) IT Asset Management Practice
B) Change Enablement Practice
C) Service Configuration Management Practice
D) Service Portfolio Management Practice
"To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.”
A) Service Strategy Practice
B) Service Level Management Practice
C) Information Security Management Practice
D) Workforce & Talent Management Practice
Risks …?
A) Cannot be avoided
B) Should be avoided
C) Are always negative
D) Can represent the possibility of something good happening
Service desk staff require training and competency in several areas, especially which customer service skills?
A) Empathy, Incident analysis, Incident prioritization, Effective communications, Emotional intelligence
B) Socialising, categorisation, prioritisation, conflict analysis, root cause analysis
C) Change assessment, major problem reviews, customer service review meetings, supplier management.
D) Metrics analysis, time management skills, negotiation skills, team leadership skills.
Service Offerings may include?
A) Goods, access to resources and service actions
B) Resources, assets, and capabilities
C) Service consumption, service provision, and service relationships
D) Value realisation, value loss and profit realisation
The statement "the addition, modification, or removal of anything that could have a direct or indirect effect on services" is…?
A) The purpose of Change Control
B) The definition of a Change
C) The purpose of Release Management
D) The definition of a Release
“Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.”
A) Cost Realization And Benefit
B) Total Cost Of Ownership (TCO)
C) Value On Investment (VOI)
D) Service Relationship Management
Which of the following statements is correct?
A) Utility is fitness for use
B) Utility is fitness for purpose
C) Utility is both fitness for purpose and fitness for usefulness
D) Utility is fitness for availability
What is the trigger for activities in the SVS?
A) A Service Request
B) A Third-Party Contract
C) Desire For New Functionality
D) Opportunity & Demand
"The amount of money spent on a specific activity or resource”.
A) Outgoings
B) Income
C) Costs
D) Value
The Service Desk should be …?
A) Outsourced whenever possible to save money
B) Adequately resourced, motivated, lead and supported
C) Only outsourced if there are problems with the Service Desk
D) Automated in every case
"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) A Service
B) Service Management
C) Supplier Management
D) Service Continuity Management
How may the Service Desk be delivered?
A) With Full/Part-Time Staff
B) Using A Virtual Approach
C) With Mixed Teams
D) There Is No ‘’Right Way’’
How regularly should Service Review Meetings be held?
A) At least annually
B) At least half-annually
C) At least quarterly
D) No precise time, but these meetings should be held regularly.
Name the Four dimensions of Service Management.
A) Organisations & people, Information & technology, partners & suppliers, value streams & processes.
B) Value streams & processes, organizations & technology, partners & resources, costs & benefits.
C) Value, outcomes, costs & risks.
D) Budgeting, accounting, charging & value on investment
Which is the correct statement?
A) Each Practice is associated with a specific Value Chain activity
B) Only one practice is associated with each Value Chain activity
C) Practices have no input to Value Chain activities
D) Each Practice supports multiple Value Chain activities
"A co-operation between a service provider and service consumer."
A) A Friendship
B) An Understanding
C) Outsourcing
D) A Service Relationship
Which of the following statements is most correct?
A) Value is subjective and is influenced by factors such as financial cost, perceptions, previous experiences, speed, ease of use, safety etc
B) Value is purely objective and can only be measured by money spent and made
C) Value can only be provided by the service provider to the customer
D) Value is the responsibility of the customer to provide to the users
The Problem management practice contributes to the Deliver & Support Value Chain Activity by:
A) preventing incident repetition and supporting timely incident resolution
B) by preventing incident causes and supporting quality incident resolution
C) by preventing all incidents, thereby reducing the importance of the Incident Management practice
D) by preventing all incidents, thereby reducing the importance of the Change Control practice
Change control should …?
A) Authorise every change to increase agility
B) Balance the cost of the change against the risk
C) Balance the costs and risks of making the change against the expected business benefits
D) Authorise only those changes that will not fail
Channels for accessing the Service Desk can include:
1. Telephone systems
2. Corporate social media tools
3. Physical visits to the service desk by users
4. Complaints made directly to a Supplier by a user
C) Items 1, 3 and 4
D) Items 2, 3 and 4
Known Errors are?
A) Incidents that have had their cause identified.
B) Problems that are awaiting identification.
C) A problem that has been analysed and has not been resolved.
D) Problems that have had Changes raised against them.
What type of model is the Service Value System (SVS)?
A) Sense-Making Model
B) Operational Model
C) Organisational Model
D) Resource Model
What is this the Purpose of?
"To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.”
A) Workforce & talent management practice
B) Problem management practice
C) Incident management practice
D) Service desk practice
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