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
Dealing with stakeholders outside the organisation’s Value Chain always involves which activity?
A) Plan
B) Improve
C) Obtain & Build
D) Engage
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
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
What type of model is the Service Value System (SVS)?
A) Sense-Making Model
B) Operational Model
C) Organisational Model
D) Resource Model
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 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
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
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
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
Risks …?
A) Cannot be avoided
B) Should be avoided
C) Are always negative
D) Can represent the possibility of something good happening
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’’
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 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 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
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
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.
"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
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
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 kind of model is the Service Value Chain (SVC)?
A) Organisational
B) Operational
C) Outsourced
D) Original
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 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
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 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
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.
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"
"The perceived benefits, usefulness and importance of something.”
A) Costs
C) Value
D) Governance
What is this a definition of
"A problem that has been analysed and has not been resolved.”
A) An Incident
B) Root Cause
C) A Known Error
D) A Release
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
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
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 Value Chain Activity has the purpose of ensuring “a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization”?
C) Engage
D) Design and transition
"Activities performed by an organization to provide services."
A) Work Commitments
B) Work Schedule
C) Service Provision
D) Service Commitment
Analysing causes is an activity of which phase of Problem management?
A) Problem Identification
B) Problem Mitigation
C) Error Control
D) Problem Control
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
"A co-operation between a service provider and service consumer."
A) A Friendship
B) An Understanding
C) Outsourcing
D) A Service Relationship
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 Value Chain Activity has an output of “knowledge and information about new and changed products and services to all value chain activities”?
A) Design and Deliver
B) Deliver and Support
C) Design and Transition
D) Transition and Support
A CIR is a …?
A) Continual Improvement Resource
B) Continual Integration Resource
C) Continual Improvement Register
D) Continuous Integration Register
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