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
What is this a definition of?
"A co-operation between a service provider and service consumer."
A) A Friendship
B) An Understanding
C) Outsourcing
D) A Service Relationship
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.
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
What is the output of the SVS?
A) System Validation
B) Value
C) Return On Investment
D) Restoration Of Service
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
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
Guiding Principles are?
A) Ubiquitous and endangering
B) Utility and enduring
C) Universal and enduring
D) Utility and endangering
Which statement about the relationship of Service Request Management to Value Chain Activities is correct?
A) Service Request Management has no involvement with Obtain/Build
B) Service request Management may contribute Incident causes to Design and Transition
C) Service request Management may contribute Incident causes to Improvement
D) Service Request Management’s involvement with Obtain/Build is that service requests may require acquisition of pre-approved service components
"Activities performed by an organization to provide services."
A) Work Commitments
B) Work Schedule
C) Service Provision
D) Service Commitment
What type of model is the Service Value System (SVS)?
A) Sense-Making Model
B) Operational Model
C) Organisational Model
D) Resource Model
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
Which practice has the purpose of planning and managing the full lifecycle of all IT assets?
A) IT Asset Management
B) Service Configuration Management
C) Plan and Engage
D) Partners and Suppliers
"A set of specialised organisational capabilities for enabling value for customers in the form of services"
A) Service Integration And Management (SIAM)
B) Service Management
C) Service Consumption
D) Service Provision
What is this the definition of?
"A request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery.”
A) Access Management practice
B) Service request
C) Availability management practice
D) Capacity & performance management practice
What is the description of the skill set of the ideal staff member?
A) U-Shaped
B) T-Shaped
C) I-Shaped
D) Ship-Shaped
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
“Activities performed by an organization to consume services."
A) Resource Utilization
B) Resource Allocation
C) Relationship Management
D) Service Consumption
Dealing with stakeholders outside the organisation’s Value Chain always involves which activity?
A) Plan
B) Improve
C) Obtain & Build
D) Engage
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”
A) Problems
B) Incidents
C) CIs
D) Security
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
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
"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
D) Service Continuity Management
“Functionality offered by a product or service to meet a particular need."
A) An assurance that a product or service will meet agreed requirements.
B) Utility
C) Information security management
D) Service relationship management
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 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
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 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”
Which statement about SLA targets is correct?
A) Use of a single target can result in the “watermelon effect”
B) Use of a single target is ideal
C) Use of multiple targets is desirable, the more the better
D) In line with the Guiding Principle “Keep it simple and practical”, SLAs should never have more than one target
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.
"The perceived benefits, usefulness and importance of something.”
A) Costs
B) Risks
C) Value
D) Governance
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.
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 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.
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
"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 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
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
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
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
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