Once designed, Value Streams should.
A) Not improved until the next full audit review
B) Only improved if an issue is identified.
C) Improved continually.
D) Not improved at all
Which statement is true of Continual Improvement? It must ….
A) be embedded into every role
B) be embodied in a single team
C) be embodied in a single person
D) be embedded into a single improvement technique
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
The purpose of Service Level Management includes …?
A) The setting of clear business-based targets for service performance
B) The setting of clear technically-based targets for service performance
C) The setting of stretching targets that are very difficult to achieve
D) The setting of targets that can always be achieved
Match the following roles with the correct description
1) User
2) Service Consumer
3) Sponsor
4) Customer
W) What is described as a “generic role that is used to simplify the definition and description of the structure of service relationships”.
X) Who is defined as a “person who authorizes budget for service consumption.”
Y) Who is defined as a “person who defines the requirements for a service”.
Z) Who is defined a “person who uses services.”
A. 1Y, 2X, 3Z, 4W
B. 1Y, 2W, 3Y, 4X
C. 1Z, 2W, 3X, 4Y
D. 1Z, 2X, 3Y, 4W
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’’
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
A CIR is a …?
A) Continual Improvement Resource
B) Continual Integration Resource
C) Continual Improvement Register
D) Continuous Integration Register
The purpose of the ______________ practice is to make new and changed services and features available for use.
A) Information Security Management Practice
B) Project Management Practice
C) Monitoring & Event Management Practice
D) Release Management Practice
Why are Incidents Categorised?
A) Because priority needs to be determined
B) Because root cause needs to be determined
C) To identify the correct team to escalate to
D) To enable impact to be determined
Which statement about the relationship of Change Control and Incident Management is true?
A) Every Incident has occurred because something has changed, therefore formal Changes always cause Incidents
B) Incidents are planned outages, therefore formal Changes always cause Incidents
C) Incidents are unplanned outages, therefore formal Changes are not the same thing as Incidents
D) The resolution of Incidents cannot involve formal Change Control, as that would make them Problems
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
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
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.
Service Consumption is defined as?
A) Activities performed by an organization to provide services
B) Activities performed by an organization to construct services
C) Activities performed by an organization to consume services
D) Activities performed by an organization to produce services
Guiding Principles are?
A) Ubiquitous and endangering
B) Utility and enduring
C) Universal and enduring
D) Utility and endangering
Which of the following statements about Incident Management is true?
A) Every Incident must be resolved immediately
B) Every Incident must have its cause determined
C) Every Incident must be resolved in less than the target time
D) Every Incident must be managed in line with agreed, realistic targets
What of the following is NOT an element of the Service Value System?
A) Start where you are
B) Guiding principles
C) Governance
D) Service value chain
"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
What is this a definition of?
“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
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”
"The perceived benefits, usefulness and importance of something.”
A) Costs
B) Risks
C) Value
D) Governance
The purpose of the _____________ practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.
A) Incident Management Practice
B) Problem Management Practice
C) Service Request Management Practice
D) Deployment Management Practice
How are Value Streams created?
A) Value Streams are created by specific combinations of Value Chain activities & Practices
B) Value Streams are created by a combination of Assets & Capabilities.
C) Value Streams are created by a combination of Incidents & Problems.
D) Value Streams are created by a combination of defined inputs & outputs.
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
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
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
What are the three phases of Problem Management?
A) Problem Resolution, Problem Solving, Problem Eradication
B) Problem Identification, Problem Control, Error Control
C) Problem Resistance, Problem Recovery, Problem Fixing
D) Problem Review, Problem identification, Problem analysis
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
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
What kind of model is the Service Value Chain (SVC)?
A) Organisational
B) Operational
C) Outsourced
D) Original
What is defined as the “ability of an IT service or other configuration item to perform its agreed function when required?”
A) Performance
B) Availability
C) Security
D) IT Asset
What document should be ‘widely published and produced’ so everyone is aware of changes that have been logged, and are coming up for discussion?
A) Project Plan
B) Release Plan
C) Deployment Plan
D) Change Schedule
What is the best definition of Utility?
A) The functionality offered by a product or service to meet a particular need
B) The amount of capacity available
C) The network bandwidth available
D) A company that supplies gas or electricity
What is this a description of?
"A tangible or intangible deliverable of an activity”.
A) Outcome
B) Output
C) Utility
D) Warranty
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.
Service Requests should …?
A) Not be automated, as they are all different
B) Should all be automated
C) Be automated to the greatest degree possible
D) Should be automated only if they trigger other processes, such as Change Control
The Purpose of the Service Desk ...?
A) “is to capture demand for incident resolution and problems"
B) “is to capture demand for incident resolution and service requests"
C) “is to capture demand for incident resolution and changes"
D) “is to capture demand for changes and problems"
"A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.”
A) A Team
B) A Function
C) A Process
D) An Organisation
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
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