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

A. Keep it simple and practical

B. Collaborate and promote visibility

Identify the missing words in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

A. relationships with suppliers

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

B. Monitoring and event management

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?

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

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

B. Any change of state that has significance for the management of a service

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

Which is a use of the change schedule?

A. Assigning resources to changes

B. Deciding the approval authority for changes

C. Automating the change process

Which statement about the 'incident management' practice is CORRECT?

D. It resolves the highest impact incidents first

A. It identifies the cause of major incidents

B. It authorizes changes to resolve incidents

C. It maintains detailed procedures for diagnosing incidents

How should an organization prioritize incidents?

C. Use an agreed classification which is based on the business impact of the incident

A. Ask the user for their preferred resolution timeframe

B. Assess the availability of the appropriate support team

D. Create an order of incidents based on the dates and times when they were logged

Which is a purpose of the 'relationship management' practice?

D. To identify, analyze, monitor, and continually improve links with stakeholders

A. To systematically observe services and service components

B. To protect the information needed by the organization to conduct its business

C. To be the entry point and single point of contact for the service provider with all of its users

Which statement about problems is CORRECT?

D. Problem prioritization involves risk assessment

A. Problems are not related to incidents

B. Problems must be resolved quickly in order to restore normal business activity

C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis

Which is a risk that might be removed from a service consumer by an IT service?

A. Service provider ceasing to trade

Which is one of the MAIN concerns of the 'design and transition' value chain activity?

C. Meeting stakeholder expectations

A. Understanding the organization's vision

B. Understanding stakeholder needs

D. Ensuring service components are available

Which should be handled by 'service request management'?

B. A request to provide a laptop

A. A request to implement a security patch

C. A request to resolve an error in a service

D. A request to change a target in a service level agreement

Which action is performed by a service provider?

C. Ensuring access to agreed resources

A. Requesting required service actions

B. Authorizing budget for service consumption

D. Receiving of the agreed goods

Which describes a 'change authority'?

B. A person who approves a change

A. A model used to determine who will assess a change

C. A tool used to help plan changes

D. A way to manage the people aspects of change

Which statement about service relationship management is CORRECT?

C. It requires co-operation of both the service provider and service consumer

A. It focuses on the service actions performed by users

B. It requires the service consumer to create resources for the service provider

D. It focuses on the fulfilment of the agreed service actions

What is the MOST important reason for prioritizing incidents?

B. To ensure that incidents with highest impact are resolved first

A. To ensure that user expectations are realistic

C. To help information-sharing and learning

D. To provide links to related changes and known errors

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

B. Understanding the ongoing requirements of customers

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

C. Using complex technical terminology in service level agreements (SLAs)

D. Measuring low-level operational activities

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

B. Service configuration management

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

D. Keep it simple and practical

A. Progress iteratively with feedback

B. Collaborate and promote visibility

What is the purpose of the 'monitoring and event management' practice?

D. To systematically observe services and service components

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

Which statement about the 'continual improvement model' is CORRECT?

B. The flow of the model helps organizations to link improvements to its goals

A. Organizations should work through the steps of the model in the sequence in which they are presented

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?

D. A means of determining whether a service is fit for use

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

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

C. Information security management

D. Service configuration management

itil4 part 4

Quiz

•

Professional Development

•

University

•

Practice Problem

•

Medium

Ada Burcan

Used 11+ times

FREE Resource

40 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is required by all service desk staff?

A. Excellent technical knowledge

B. Root cause analysis skills

C. Demonstration of emotional intelligence

D. Knowledge of telephony technology

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which practice establishes a channel between the service provider and its users?

A. Relationship management

B. Change enablement

C. Supplier management

D. Service desk

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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?

A. Service desk

B. Monitoring and event management

C. Service level management

D. Continual improvement

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

A. Relationship management

B. Change enablement

C. Release management

D. Monitoring and event management

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which practice provides users with a way to get various requests arranged, explained and coordinated?

A. Service level management

B. Relationship management

C. Continual improvement

D. Service desk

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which statement about outcomes is CORRECT?

A. They are deliverables provided to service consumers

B. They allow service consumers to achieve a desired result

C. They provide products to service providers based on outputs

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

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itil4 part 4

40 questions

What is required by all service desk staff?

Which practice establishes a channel between the service provider and its users?

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?

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

Which practice provides users with a way to get various requests arranged, explained and coordinated?

Which helps to streamline the fulfilment of service requests?

Which statement about outcomes is CORRECT?

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

Identify the missing word in the following sentence.The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

Identify the missing words in the following sentence.The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

Access all questions and much more by creating a free account

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Discover more resources for Professional Development

Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

Identify the missing words in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.