Test ITIL Part 6

Which ‘service level management’ activity helps staff to deliver a more business-focused service?

• A.  Creating targets based on the percentage of uptime of a service
• B.  Understanding the ongoing requirements of customers
• C.  Using complex technical terminology in service level agreements (SLAs)
• D.  Measuring low-level operational activities

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

• A.  Progress iteratively with feedback
• B.  Collaborate and promote visibility
• C.  Think and work holistically
• D.  Keep it simple and practical

What is the purpose of the ‘monitoring and event management’ practice?

• A.  To restore normal service operation as quickly as possible
• B.  To manage workarounds and known errors
• C.  To capture demand for incident resolution and service requests
• D.  To systematically observe services and service components

Which statement about outcome is CORRECT?

• A.  Outcomes rely on outputs to deliver results for a stakeholder
• B.  Outcomes use activities to produce tangible or intangible deliverables
• C.  Outcomes give service consumers assurance of products or services
• D.  Outcomes help a service consumer to assess the cost of a specific activity

Which statement about the ‘continual improvement model’ is CORRECT?

• A.  Organizations should work through the steps of the model in the sequence in which they are presented
• B.  The flow of the model helps organizations to link improvements to its goals
• C.  The model is applicable to only certain parts of the service value system
• D.  Organizations should use an additional model or method to link improvements to customer value

What is the definition of warranty?

• A.  A means of identifying events that could cause harm or loss
• B.  A means of determining whether a service is fit for purpose
• C.  A means of identifying a result for a stakeholder
• D.  A means of determining whether a service is fit for use

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

• A.  Information security management
• B.  Change enablement
• C.  Problem management
• D.  Service configuration management

Which statement about value creating activities is CORRECT?

• A.  Each value stream should be designed with a specific combination of service value chain activities
• B.  Service value chain activities have pre-determined dependencies on ITIL practices
• C.  A value stream is an operating model for creating value through products and services
• D.  Organizations should ensure that each value stream is applicable to many scenarios

Which is provided by the ‘engage’ value chain activity?

• A.  Ensuring that stakeholder expectations for quality are met
• B.  Ensuring that stakeholder needs are understood by the organization
• C.  Ensuring that service components are available when needed
• D.  Ensuring that services are operated to meet agreed specifications

Which is part of the ‘focus on value’ guiding principle?

• A.  Understanding what services help the service consumer
• B.  Reducing the number of steps in the customer experience
• C.  Assessing services to identify parts that can be reused
• D.  Identifying activities that can be achieved in smaller iterations