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
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?
“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 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.
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
Which of the following are correct Dimensions of Service Management?
1. Information and people
2. Information and technology
3. Value streams and people
4. Value streams and processes
A) Items 1 & 2
B) Items 2 & 3
C) Items 1 & 4
D) Items 2 & 4
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
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 type of model is the Service Value System (SVS)?
A) Sense-Making Model
B) Operational Model
C) Organisational Model
D) Resource Model
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 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 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
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.
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 three types of change referred to by ITIL?
A) Standard – Retrospective – Emergency
B) Normal – Retrospective – Emergency
C) Standard – Normal – Emergency
D) Emergency – Planned - Normal
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
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 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
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.
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
Who can close an Incident record?
A) Senior Management
B) Technical Team Leaders
C) The Consumer
D) The Service Desk
A CIR is a …?
A) Continual Improvement Resource
B) Continual Integration Resource
C) Continual Improvement Register
D) Continuous Integration Register
"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
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
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.
What is this a description of?
"A tangible or intangible deliverable of an activity”.
A) Outcome
B) Output
C) Utility
D) Warranty
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
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
"The assurance that a product or service will meet agreed requirements."
A) Utility
B) Warranty
C) Service offering
D) IT Asset Management
"The amount of money spent on a specific activity or resource”.
A) Outgoings
B) Income
C) Costs
D) Value
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
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 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
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
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
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
The statement "the addition, modification, or removal of anything that could have a direct or indirect effect on services" is…?
A) The purpose of Change Control
B) The definition of a Change
C) The purpose of Release Management
D) The definition of a Release
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”?
A) Plan
B) Improve
C) Engage
D) Design and transition
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