ITIL 008

Which is included in the purpose of the ‘design and transition’ value chain activity?

• A.  Ensuring that service components are available when needed
• B.  Providing transparency and good stakeholder relationships
• C.  Supporting services according to specifications
• D.  Continually meeting stakeholder expectations for costs

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

• A.  Change control
• B.  IT asset management
• C.  Service desk
• D.  Service request management

Which statement about the steps to fulfill a service request is CORRECT?

• A.  They should be complex and detailed
• B.  They should be well-known and proven
• C.  They should include incident handling
• D.  They should be brief and simple

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

• A.  Start where you are
• B.  Collaborate and promote visibility
• C.  Keep it simple and practical
• D.  Optimize and automate

When should the effectiveness of a problem workaround be assessed?

• A.  Whenever the workaround is used
• B.  Whenever the problem is resolved
• C.  Whenever the workaround becomes a known error
• D.  Whenever the problem is prioritized

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• A.  Each iteration should be designed before starting the initiative and implemented without feedback
• B.  Feedback should only be taken into account when one iteration fails to meet its objective
• C.  Feedback should be reduced for large improvements as it is unlikely that circumstances will change
• D.  Each iteration should be continually re-evaluated based on feedback

What is a recommendation of the ‘focus on value’ guiding principle?

• A.  Make ‘focus on value’ a responsibility of the management
• B.  Focus on the value of new and significant projects first
• C.  Focus on value for the service provider first
• D.  Focus on value at every step of the improvement

Which is a key requirement for a successful service level agreement?

• A.  It should be written in legal language
• B.  It should be simply written and easy to understand
• C.  It should be based on the service provider’s view of the service
• D.  It should relate to simple operational metrics

When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

• A.  An organization should always use a single technique to ensure metrics are consistent
• B.  An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
• C.  An organization should always develop competencies in methodologies and techniques that will meet their needs
• D.  An organization should always use an approach that combines Lean, Agile and DevOps methodologies

How does a service consumer contribute to the reduction of risk?

• A.  By paying for the service
• B.  By managing server hardware
• C.  By communicating constraints
• D.  By managing staff availability