What are the types of asset management?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which skill is an essential part of the 'service level management' practice?
What can be described as an operating model for the creating and management of products and services?
What is the MAIN benefit of 'problem management'?
Which statement about output is correct?
Which practices is MOST associate with the use of empathy to understand users?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which costs are included in the value proposition of a service?
Which action is performed by a service provider?
Which is NOT a component of the service value system?
Why should a service level agreement include bundles of metrics?
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Which is an example are problem control activity?
What is the purpose of the 'information security management1 practice?
Which two are considered part of the ‘organizations and people’ dimension of service management?
1.Systems of authority
3.Relationships between organizations
How should automation be implemented?
What is the purpose of the 'relationship management' practice?
Which practice updates information relating to symptoms and business impact?
Which describes the utility of a service?
Which statement about metrics is CORRECT?
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
Which value chain activity ensures that service components meet agreed specifications?
Which statement about the ‘change enablement’ practice is CORRECT?
Which statement about known errors and problems is CORRECT?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
What does the 'service request management' practice depend on for maximum efficiency?
Which is an input to the service value system?
The key inputs to the SVS are opportunity and demand. The output of the SVS is value delivered by products and services. Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the organization
Which practice balance management of risk with maximizing throughput?
The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Which statement about emergency changes is CORRECT?
Which organization delivers output or outcomes of a service?
When an organization acts as a service provider, it produces outputs that help its consumers to achieve certain outcomes. An output is defined as a tangible or intangible deliverable of an activity; for example, transportation from one location to another.
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users’ perception of the value being received, along with a review of people’s competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
Which practice has a purpose that includes managing authentication and non-repudation?
Nonrepudiation provides an assurance that the sender of data is provided with proof of delivery and the recipient is provided with proof of the sender's identity, so neither can later deny having processed the data. Further, this concept can apply to any activity, not just the sending and receiving of data; in a more general sense, it is a mechanism to prove that an activity was performed and by whom. Nonrepudiation is typically comprised of authentication, auditing/logging, and cryptography services.
Which is a key requirement for successful service level agreements (SLAs)?
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer’s point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
Which is a description of service provision?
The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.
The SVS is made up of specific inputs, elements, and outputs relevant to service management. The key inputs to the SVS are opportunity and demand. The output of the SVS is value delivered by products and services.
Which is described by the ‘organizations and people’ dimension of service management?
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
Which practice handles all pre-defined user-initiated service actions?
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
What ensures that a service provider and a service consumer continually co-create value?
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation.
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
“Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
ITIL® defines a problem as a cause, or potential cause, of one or more incidents. A known error is a problem that has been analyzed but not resolved.
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
For which purpose would the continual improvement practice use a SWOT analysis?
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
What should remain constant within an organization, even when the organization's objectives change?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
What is the primary focus of business capacity management?
What is NOT within the scope of service catalogue management?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which practice makes new services available for use?
Which statement about change authorization is CORRECT?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which is part of the ‘focus on value’ guiding principle?
Which skill is required by the ‘service level management’ practice?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
Which statement about outcomes is CORRECT?
Which step of the continual improvement model includes baseline assessments?
What type of change is MOST likely to be managed as a service request?
What is the reason for using a balanced bundle of service metrics?
What considerations influence the supplier strategy of an organization?
Which of the following is an example of workaround?
Which of these should be logged and managed as a problem?
Which describes outcomes?
Which stakeholders co-create value in a service relationship?
Which activity is part of the 'continual improvement' practice?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
How does a service consumer contribute to the reduction of disk?
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
Which describes a standard change?