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
A) Items 1, 2 and 3
B) Items 1, 2 and 4
C) Items 1, 3 and 4
D) Items 2, 3 and 4
Guiding Principles are?
A) Ubiquitous and endangering
B) Utility and enduring
C) Universal and enduring
D) Utility and endangering
What is this a definition of?
"A possible event that could cause harm or loss or make it more difficult to achieve objectives".
A) Event Management
B) Risks
C) Outcomes
D) Result
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
What is true of the Guiding Principle “Collaborate and promote visibility”?
A) Everyone must agree with the next course of action
B) Every stakeholder must agree the next course of action
C) Collaboration does not mean consensus
D) Collaboration does mean consensus with everyone
Analysing causes is an activity of which phase of Problem management?
A) Problem Identification
B) Problem Mitigation
C) Error Control
D) Problem Control
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
C) Items 2, 3 and 4
D) Items 1, 3 and 4
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
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
"A cause, or potential cause, of one or more incidents.”
A) A Service Disruption
B) A Service Interruption
C) An Incident
D) A Problem
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 assurance that a product or service will meet agreed requirements."
A) Utility
B) Warranty
C) Service offering
D) IT Asset Management
“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
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.
"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
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
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
Dealing with stakeholders outside the organisation’s Value Chain always involves which activity?
A) Plan
B) Improve
C) Obtain & Build
D) Engage
What is this a description of?
"A tangible or intangible deliverable of an activity”.
A) Outcome
B) Output
C) Utility
D) Warranty
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 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
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
Risks …?
A) Cannot be avoided
B) Should be avoided
C) Are always negative
D) Can represent the possibility of something good happening
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
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
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
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 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
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 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
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
"A co-operation between a service provider and service consumer."
A) A Friendship
B) An Understanding
C) Outsourcing
D) A Service Relationship
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 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
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
Who can close an Incident record?
A) Senior Management
B) Technical Team Leaders
C) The Consumer
D) The Service Desk
"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 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
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 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
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