ITIL 003

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

• A.  Focus on value
• B.  Think and work holistically
• C.  Optimize and automate
• D.  Collaborate and promote

What is the purpose of the ‘problem management’ practice?

• A.  To protect the information needed by the organization to conduct its business
• B.  To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
• C.  To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
• D.  To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Why should some service requests be fulfilled with no additional approvals?

• A.  To ensure that spending is properly accounted for
• B.  To ensure that information security requirements are met
• C.  To streamline the fulfillment workflow
• D.  To set user expectations for fulfillment times

Which is a purpose of the ‘service desk’ practice?

• A.  To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
• B.  To be the entry point and single point of contact for the service provider with all of its users
• C.  To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
• D.  To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Which are elements of the service value system?

• A.  Service provision, service consumption, service relationship management
• B.  Governance, service value chain, practices
• C.  Outcomes, utility, warranty
• D.  Customer value, stakeholder value, organization

What is defined as an unplanned interruption or reduction in the quality of a service?

• A.  An incident
• B.  A problem
• C.  A change
• D.  An event

Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?

• A.  It should always be used to support direct observation
• B.  It should always be used instead of direct observation
• C.  Measured data is always more accurate than direct observation
• D.  The act of measuring always positively impacts results

What is an incident?

• A.  The planned removal of an item that might affect a service
• B.  A result enabled by one or more outputs
• C.  A possible future event that could cause harm
• D.  A service interruption resolved by the use of self-help tools

What is defined as a change of state that has significate for the management of an IT service?

• A.  Event
• B.  Incident
• C.  Problem
• D.  Known error

Which dimension includes the knowledge needed for the management of services?

• A.  Organizations and people
• B.  Value streams and processes
• C.  Information and technology
• D.  Partners and suppliers