Which directly assists with the diagnosis and resolution of simple incidents?

A. Scripts for collecting user information

B. Use of shift working patterns

C. Fulfillment of service requests

D. Creation of a temporary team

Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

B. Design controls and metrics first, then remove those not adding value

A. Only add controls and metrics when they are needed

C. Design controls and metrics and add them individually until all are implemented

D. Only add controls and metrics that are required for compliance

Which is a purpose of release management?

C. To make new and changed services available for use

A. To protect the organization’s information

B. To handle user-initiated service requests

D. To move hardware and software to live environments

What is recommended by the guiding principle ‘progress iteratively with feedback’?

C. An improvement initiative that is broken into a number of manageable sections

A. A current state assessment that is carried out at the start of an improvement initiative

B. The identification of all interested parts at the start of an improvement initiative

D. An assessment of how all the parts of an organization will affect an improvement initiative

Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility

D. Keep it simple and practical

Which statement about the ‘change enablement’ practice is CORRECT?

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

A. Service requests are usually normal changes that can be implemented quickly without authorization

B. Emergency changes are changes that must be fully tested and fully documented prior to implementation

C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

Which of these activities is carried out as part of ‘problem management’?

D. Trend analysis of incident records

B. Diagnosing and resolving incidents

C. Escalating incidents to a support team for resolution

Which is handled as a service request?

B. A compliment about an IT support team

A. An investigation to identify the cause of an incident

C. The failure of an IT service

D. An emergency change to implement a security patch

Which is a key requirement for a successful service level agreement (SLA)?

B. Using bundled metrics to relate performance to outcomes

A. Using individual metrics that relate to the service catalogue

C. Using single-system-based metrics that relate to outputs

D. Using an agreement between the service provider and service supplier

Which is considered by the ‘partners and suppliers’ dimension?

D. Working with an integrator to manage relationships

A. Using artificial intelligence

B. Defining controls and procedures

C. Using formal roles and responsibilities

Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities

An SLA is a service level agreement. Which describes the ‘watermelon SLA’ effect?

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

A. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

B. 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 possible event that could cause harm or loss, or make it more difficult to achieve objectives

C. A tangible or intangible deliverable of an activity

D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

What is required by all service desk staff?

C. Demonstration of emotional intelligence

A. Excellent technical knowledge

D. Knowledge of telephony technology

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

B. Monitoring and event management

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

D. Monitoring and event management

Which helps to streamline the fulfilment of service requests?

A. Understanding which service requests can be accomplished with limited approvals

B. Creating new workflows for every service request

C. Separating requests relating to service failures from the degradation of services

D. Eliminating service requests which have complex workflows

Which statement about outcomes is CORRECT?

B. They allow service consumers to achieve a desired result.

A. They are deliverables provided to service consumers.

C. They provide products to service providers based on outputs.

D. The co-create value for service providers by reducing costs and risks.

Which guiding principle says that services and processes should NOT provide a solution for every exception?

A. Keep it simple and practical

D. Collaborate and promote visibility

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?],

A. relationships with suppliers

When should a workaround be created?

C. When a problem cannot be resolved quickly

A. As soon as possible, once the incident is logged

B. After the resolution of a problem

D. When a potential permanent solution has been identified

What is a configuration item?

B. Any component that needs to be managed in order to deliver an IT service

A. Any financially valuable component that can contribute to delivery of an IT product or service

D. A problem that has been analyzed but has not been resolved

ITIL 004

Authored by Thanh Pham

Education

9th - 12th Grade

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41 questions

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MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which usually requires a team of representatives from many stakeholder groups?

A. Fulfilling a service request

B. Authorizing an emergency change

C. Logging a new problem

D. Investigating a major incident

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which value chain activity ensures that service components meet agreed specifications?

A. Plan

B. Design and transition

C. Obtain/build

D. Deliver and support

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A. Supplier management

B. Change enablement

C. Relationship management

D. Service desk

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What includes governance as a component?

A. Practices

B. The service value chain

C. The service value system

D. The guiding principles

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which practice needs people who understand complex systems and have creative and analytical skills?

A. Change enablement

B. Service level management

C. Service request management

D. Problem management

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is the definition of a known error?

A. An unplanned interruption to a service, or reduction in the quality of a service

B. A cause, or potential cause, of one or more incidents

C. A problem that has been analyzed and has not been resolved

D. Any change of state that has significance for the management of a service or other configuration item (CI)

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which will NOT be handled as a service request?

A. The degradation of a service

B. The replacement of a toner cartridge

C. The provision of a laptop

D. A complaint about a support team

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ITIL 004

Which usually requires a team of representatives from many stakeholder groups?

Which value chain activity ensures that service components meet agreed specifications?

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

What includes governance as a component?

Which practice needs people who understand complex systems and have creative and analytical skills?

What is the definition of a known error?

Which will NOT be handled as a service request?

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Which dimension considers data security and privacy?

Which term relates to service levels aligned with the needs of service consumers?

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