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.
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
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
Analysing causes is an activity of which phase of Problem management?
A) Problem Identification
B) Problem Mitigation
C) Error Control
D) Problem Control
What are the 5 components of the SVS?
A) Processes, functions, teams, organisations, partners.
B) Guiding principles, governance, service value chain, practices, continual improvement.
C) Problem, incident, event management, request management, access management.
D) Availability, reliability, resilience, continuity, mean time to restore service.
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
What is this a definition of?
"A cause, or potential cause, of one or more incidents.”
A) A Service Disruption
B) A Service Interruption
C) An Incident
D) A Problem
"The perceived benefits, usefulness and importance of something.”
What is the output of the SVS?
A) System Validation
C) Return On Investment
D) Restoration Of Service
“Activities performed by an organization to consume services."
A) Resource Utilization
B) Resource Allocation
C) Relationship Management
D) Service Consumption
"A result for a stakeholder enabled by one or more outputs”.
A) Service Achievement
D) Service Offering
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"
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
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
Which word is missing from the following purpose of a practice?
“minimize the negative impact of [...] by restoring normal service operation as quickly as possible”
Which phrase is missing from the following statement?
“The purpose of the [...] practice is to protect the information needed by the organization to conduct its business”
A) Service configuration management
C) IT asset management
D) Information security management
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
Who can close an Incident record?
A) Senior Management
B) Technical Team Leaders
C) The Consumer
D) The Service Desk
What is defined as the “ability of an IT service or other configuration item to perform its agreed function when required?”
D) IT Asset
The practice that is responsible for management of interactions with Suppliers is named?
A) Relationship Management
B) Stakeholder Management
C) Supplier Management
D) Service Configuration Management
Which of the following are outputs of Obtain/Build?
1. Service components for deliver and support
2. Service components for design and transition
3. Knowledge and information about new and changed service components to all value chain activities
4. Improvement status reports from improve
A) Items 1, 2 and 4
B) Items 2, 3 and 4
C) Items 1, 2 and 4
D) Items 1, 2 and 3
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 factors that can affect multiple dimensions?
A) Positional, equitable, sociable, testable, legal, essential
B) Political, economical, social, technological, legal, environmental
C) Practical, ergonomically, social, technological, lethal, essential
D) Problematical, economical, societal, traceable, legitimate, environmental.
"The amount of money spent on a specific activity or resource”.
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
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 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 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
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
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 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
What type of model is the Service Value System (SVS)?
A) Sense-Making Model
B) Operational Model
C) Organisational Model
D) Resource Model
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
"A co-operation between a service provider and service consumer."
A) A Friendship
B) An Understanding
D) A Service Relationship
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
"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
Which of the following is a correct name of one of the Guiding Principles?
A) Start where you arrive
B) Progress iteratively with feedback
C) Collaborate and predict visibility
D) Keep it simple and precise
A CIR is a …?
A) Continual Improvement Resource
B) Continual Integration Resource
C) Continual Improvement Register
D) Continuous Integration Register
What is this a purpose of?
"To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.”
A) Service relationship management
B) Service Design practice
C) Service offerings
D) Service request management practice
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