ITIL 007

What varies in size and complexity, and uses functions to achieve its objectives?

• A.  A risk
• B.  An organization
• C.  A practice
• D.  An outcome

Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

• A.  Service level management
• B.  Relationship management
• C.  Service desk
• D.  Monitoring and event management

Which dimension considers the application of artificial intelligence to service management?

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

Which type of change is MOST LIKELY to be initiated as part of the ‘service request management’ practice?

• A.  A normal change
• B.  An emergency change
• C.  A standard change
• D.  A change model

Which benefit is MOST aligned with the guiding principle ‘progress iteratively with feedback’?

• A.  Service providers are able to respond more quickly to customer needs
• B.  Bottlenecks in the service provider’s workflow are identified
• C.  The complexities of the service provider’s IT systems are identified
• D.  The service provider gains a better understanding of the customer experience

What impact does automation have on a service desk?

• A.  Less low level work and a greater ability to focus on user experience
• B.  Increased phone contact and a reduced ability to focus on user experience
• C.  Ability to work from multiple locations, geographically dispersed
• D.  Ability to work from a single centralized location

Which costs are included in the value proposition of a service?

• A.  Additional expense that the service consumer has because they are using the service
• B.  Money that the service consumer no longer needs to spend because they are using the service
• C.  Tangible or intangible results for the service consumer because they are using the service
• D. The benefits, usefulness, and importance of the service that are perceived by the service consumer

Which practice provides a communications point for users to report operational issues, queries and requests?

• A.  Incident management
• B.  Continual improvement
• C.  Service desk
• D.  Relationship management

Which BEST describes the purpose of the ‘improve’ value chain activity?

• A.  To organize a major improvement initiative into several smaller initiatives
• B.  To make new and improved services and features available for use
• C.  To ensure a shared understanding of the vision and improvement direction for all products and services
• D.  To continually improve all products and services across all value chain activities

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

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