TEST B

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?. Focus on value. Start where you are. Think and work holistically. Optimize and automate.

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?. Service desk. Continual improvement. Problem management. Incident management.

What is a problem that has been analyzed but has not been resolved?. Workaround. Incident. Known error. Risk.

Which is described by the 'organizations and people' dimension of service management?. Workflows and controls. Communication and collaboration. Inputs and outputs. Contracts and agreements.

Which facilitates outcomes that customers want to achieve?. Service. Warranty. Organization. IT asset.

Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?. Incident management. Continual improvement. Service request management. Change enablement.

Which ITIL concept helps an organization to make good decisions?. Four dimensions of service management. Guiding principles. Service value chain. Practices.

Which is a recommendation applying the guiding principle 'keep it simple and practical'?. Communicate in a way the audience can hear. Sometimes nothing from the current state can be re-used. If a practice is easier to follow it is more likely to be adopted. Fast does not mean incomplete.

Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?. Incident management. Service request management. Monitoring and event management. Change enablement.

What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?. Service level manager. Service desk agent. Change authority. Problem analyst.

Which practice nurtures links with stakeholders at strategic and tactical levels?. Supplier management. Relationship management. Continual improvement. Service level management.

Which is a way of applying the guiding principle 'focus on value'?. Understanding how service consumers use services. Comprehending the whole, but doing something. Recognizing the complexity of systems. Doing fewer things, but doing them better.

Which of the following is NOT recommended by the guiding principle 'start where you are'?. Asking questions that appear to be stupid. Identifying what is available to be leveraged. Building something completely new. Collecting data directly from the source.

Which is a use of a continual improvement register?. Planning changes, assisting in communication, avoiding conflicts, and assigning resources. Selecting the right method, model or technique for identifying improvements. Tracking and managing improvement ideas from identification through to final action. Describing the services designed to meet the needs of a consumer group.

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?. Incident management. Service level management. Problem management. Service request management.

Which TWO of the following are considerations of change enablement? 1. Managing the people aspects of change 2. Ensuring that organizational transformations are successful 3. Maximizing the number of successful service changes 4. Ensuring that changes are properly assessed. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

How can a service consumer contribute to the reduction of risk?. By providing the service in accordance with requirements. By ensuring that the service provider's resources are correctly configured. By fully understanding their own requirements for the service. By managing the detailed level of risk on behalf of the service provider.

In which case would a problem be logged as part of the problem identification?. When the cause is identified but not resolved. After receiving of error information from a supplier. When a user reports an unplanned service interruption. After a workaround is identified and documented.

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 configuration of [?], and the CIs that support them, is available when and where it is needed. organizations. outcomes. IT assets. services.

Which practice helps to ensure that the services delivered to customers are aligned with their needs?. Service level management. Change enablement. Problem management. Service request management.

Which service request management decisions require that policies are established?. Deciding how degradations of service are resolved. Deciding how to handle service requests where the steps are unknown. Deciding which service requests require approval. Deciding when workarounds should be used.

Which dimension of service management considers how activities are coordinated?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?. Incident management. Service level management. Service request management. Change enablement.

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?. Service configuration management. IT asset management. Change enablement. Deployment management.

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?. Service request management. Continual improvement. Problem management. Service desk.

What is the customer of a service responsible for?. Defining the requirements for the service. Provisioning the service. Using the service. Authorizing the budget for the service.

When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now?. Business objectives. Improvement plans. Assessment results. Measurable targets.

Which statement about value streams is CORRECT?. Each value stream must include all six value chain activities. Each value stream must include suppliers or partners. Each value stream must be designed for a specific scenario. Each value stream must include all 34 ITIL practices.

Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?. Optimize and automate. Think and work holistically. Start where you are. Focus on value.

Which is an activity in the 'problem control' phase of problem management?. Re-assessing a known error to manage the ongoing impact. Implementing a technical fix to resolve an issue. Documenting the steps in a workaround. Reviewing incident records to identify trends.

Which practice nurtures links with stakeholders at strategic and tactical levels?. Supplier management. Relationship management. Service desk. Service level management.

Which practice has a purpose that includes managing authentication and non-repudiation?. Information security management. Change enablement. Service configuration management. IT asset management.

Which statement about service offerings is CORRECT?. The same product can be used as a basis for more than one service offering. Service offerings include the transfer of goods from the consumer to the provider. Service offerings describe service actions performed by users. Each service should be described to consumers as a single service offering.

What is a problem that has been analyzed but has not been resolved?. Workaround. Incident. Known error. Event.

What ensures that a service provider and a service consumer continually co-create value?. Service consumption. Service offerings. Service relationship management. Service level management.

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?. Minimum viable product. Feedback loop. Analysis paralysis. Direct observation.

What is the definition of 'service management'?. A result for a stakeholder enabled by one or more outputs. A formal description of one or more services, designed to address the needs of a target consumer group. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation. A set of specialized organizational capabilities for enabling value for customers in the form of services.

Which is a description of service provision?. A way to help create value by facilitating outcomes that service consumers need. Activities that an organization performs to deliver services. A formal description of one or more services, designed to address the needs of a service consumer. Cooperation between two organizations to ensure that a service delivers value.

How is a 'continual improvement register' used?. To provide a structured approach to implementing improvements. To authorize changes to implement improvement initiatives. To organize past, present, and future improvement ideas. To record requests for provision of a resource or service.

Which is an input to the service value system?. A need from consumers for new or changed services. The system of directing and controlling an organization. A model to help meet stakeholders' expectations. Recommendations to help an organization in all aspects of its work.

Which organization delivers outputs or outcomes of a service?. A service consumer delivers outcomes of the service. A service consumer delivers outputs of the service. A service provider delivers outcomes of the service. A service provider delivers outputs of the service.

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?. Service request management. Service desk. Supplier management. Service level management.

What is the cause, or potential cause, of one or more incidents?. A problem. A known error. An event. A change.

Which value chain activity is concerned with the availability of service components?. Obtain/build. Design and transition. Deliver and support. Plan.

Which is the FIRST action when optimizing a service?. Assess the current state. Understand the organizational context. Agree the future state. Implement the improvements.

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?. Service request management. Change enablement. Incident management. Service level management.

Which is a financially valuable component that can contribute to the delivery of a service?. Sponsor. Configuration item. IT asset. Service offering.

Which term is used to describe removing something that could have an effort on a service?. A change. An incident. A problem. An IT asset.

Which TWO BEST describe the guiding principles? 1. Short-term 2. Standards 3. Recommendations 4. Long-term. 1 and 4. 2 and 3. 3 and 4. 1 and 2.

Which BEST describes the focus of the 'think and work holistically' principle?. Breaking down large initiatives into smaller pieces of work. Integrating an organization's activities to deliver value. Eliminating unnecessary steps to deliver valuable outcomes. Considering the existing organizational assets before building something new.