Which describes the nature of the guiding principles? Guiding principles can guide an organisation in all circumstances Each guiding principle mandates specific actions and decisions An organisation will select and adopt only one of the seven guiding principles Guiding principles describe the processes that all organisations must adopt.
Which describes the principle 'think and work holistically'? Conducting a review of existing service management practices and decide what to keep and what to discard Reviewing how an improvement initiative can be organised into smaller, manageable sections that can be completed in a timely manner Reviewing service management practices and removing any unnecessary complexity Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative.
Which should be done first when applying the ‘focus on value’ principle? Identify the outcomes that the service facilitates Identify all suppliers and partners involved in the service Determine who the service consumer is in each situation Determine the cost of providing the service.
Match the guiding principles with one of its considerations [F]ocus on value [S]tart where you are [P]rogress iteratively with feedback [C]ollaborate and promote visibility [T]hink and work holistically [K]eep it simple and practical [O]ptimise and automate.
Which value chain activity creates service components? Improve Engage Obtain/build Deliver and support.
Which value chain activity communicates the current status of all four dimensions of service management? Improve Engage Obtain/build Plan.
Which guiding principle recommends organising work into smaller, manageable sections that can be executed and completed in a timely manner? Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility.
Which value chain activity ensures people understand the organisation's vision? Improve Plan Obtain/build Deliver and support.
Which guiding principle recommends that the four dimensions of service management are considered? Think and work holistically Progress iteratively with feedback Focus on value Start where you are.
Which ITIL concept describes governance? The seven guiding principles The four dimensions of service management The service value chain The service value system.
Which value chain activity includes negotiation of contracts and agreements with suppliers and partners? Engage Design and transition Obtain/build Deliver and support.
Which is a key consideration for the guiding principle 'keep it simple and practical'? Try to create a solution for every exception Understand how each element contributes to value creation Ignore conflicting objectives of different stakeholders Start with a complex solution, then simplify.
Which statement about the value chain activities is CORRECT? Every practice belongs to a specific value chain activity A specific combination of value chain activities and practices forms a service relationship Service value chain activities form a single flow that enables value creation Each value chain activity contributes to the value chain by transforming specific inputs into outputs.
What should be included in every service level agreement? Details of the system-based metrics used A technical description of the service components Clearly defined service outcomes Legal language.
What is the purpose of the ‘supplier management’ practice? To ensure that the organisation‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services To align the organisation's practices and services with changing business needs through the ongoing identification and improvement of services To ensure that the organisation’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling and delivery activities To ensure that accurate and reliable information about the
configuration of suppliers' services is available when and where it is needed.
Which statement about a change authority is CORRECT? A single change authority should be assigned to authorise all types of change and change models A change authority should be assigned for each type of change and change model Normal changes are pre-authorised and do not need a change authority Emergency changes can be implemented without authorisation from a change authority.
Identify the missing word in the following sentence. The purpose of the ‘information security management’ practice is to [?] the organisation’s information. store provide audit protect.
Which practice has the purpose of making new and changed services and features available for use? Change enablement Service request management Release management Deployment management.
What is the definition of change? To add, modify or remove anything that could have a direct or indirect effect on services To ensure that accurate and reliable information about the configuration of services is available To make new and changed services and features available for use To move new or changed hardware, software, or any other component to live environments.
What is a standard change? A change that is well understood, fully documented and pre-authorised A change that needs to be assessed, authorised and scheduled by a change authority A change that doesn’t need a risk assessment because it is required to resolve an incident A change that is assessed, authorised and scheduled as part of ‘continual improvement’.
What is the primary use of a change schedule? To support 'incident management' and improvement planning To manage emergency changes To plan changes and help avoid conflicts To manage standard changes.
Which practice is responsible for moving components to live environments? Change enablement Release management IT asset management Deployment management.
Which is a recommendation of the ‘continual improvement’ practice? There should at least be a small team dedicated to leading ‘continual improvement’ efforts All improvements should be managed as multi-phase projects ‘Continual improvement' should be isolated from other practices External suppliers should be excluded from improvement initiatives.
Which two needs should ‘change enablement’ BALANCE? 1. The need to assess risks and expected benefits
2. The need to manage a change schedule
3. The need to make beneficial changes
4. The need to protect customers and users 1 and 2 2 and 3 3 and 4 1 and 4.
Which is a recommendation of the ‘service desk’ practice? Service desks should avoid the use of automation Service desks should be highly technical Service desks should understand the wider organisation Service desks should be a physical team in a single fixed location.
How does ‘service request management’ contribute to ‘obtain/build’ value chain activity? It analyses data to identify opportunities to provide new service request options It ensures users continue to be productive when they need assistance from the service provider It acquires pre-approved service components to help fulfil service requests It collects user-specific requirements, set sexpectations and provides status updates.
Which is NOT usually included as part of incident management? Scripts for collecting initial information about incidents Formalised procedures for logging incidents Detailed procedures for the diagnosis of incidents The use of specialised knowledge for complicated incidents.
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost- effectively? A change request is submitted to change enablement Problem management restores the service as soon as possible The problem remains in the known error status The problem record is deleted.
Which practice provides a single point of contact for users? Incident management Change enablement Service desk Service request management.
Which role submits service requests? The user, or their authorised representative The customer, or their authorised representative The sponsor, or their authorised representative The supplier, or their authorised representative.
Which would be supported by the ‘service request management’ practice? A request to authorise a change that could have an effect on a service A request from a user for something which is a normal part of service delivery A request to restore service after a service interruption A request to investigate the cause of multiple related incidents.
How should an organisation adopt continual improvement methods? Use a new method for each improvement the organisation handles Select a few key methods for the types of improvement that the organisation handles Build the capability to use as many improvement methods as possible Select a single method for all improvements that the organisation handles.
Which practice includes the classification and ownership of queries and requests from users? Service desk Incident management Change enablement Service level management.
Which practice identifies metrics that reflect the customer’s experience of a service? Continual improvement Service desk Service level management Problem management.
Which is a purpose of the ‘service desk’ practice? To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents To maximise the number of successful IT changes by ensuring risks are properly assessed To capture demand for incident resolution and service requests To set clear business-based targets for service performance.
How does categorisation of incidents assist the ‘incident management’ practice? It helps direct the incident to the correct support area It determines the priority assigned to the incident It ensures that incidents are resolved in timescales agreed with the customer It determines how the service provider is perceived.
What is the definition of an event? Any change of state that has significance for the management of a service or other configuration item. Any component that needs to be managed in order to deliver an IT service. An unplanned interruption to a service or reduction in the quality of a service. Any financially valuable component that can contribute to the delivery of an IT product or service.
Which is a potential benefit of using an IT service management tool to support the 'incident management' practice? It may ensure that the cause of incidents is identified within agreed times It may provide automated matching of incidents to problems or known errors It may ensure that supplier contracts are aligned with the needs of the service provider It may provide automated resolution and closure of complex incidents.
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change enablement 1 & 2 2 & 3 3 & 4 1 & 4.
Which practice is the responsibility of everyone in the organisation? Service level management Change enablement Problem management Continual improvement.
Which describes outcomes? Tangible or intangible deliverables Functionality offered by a product or service Results desired by a stakeholder Configuration of an organisation’s resources.
Which joint activity performed by a service provider and service consumer ensures continual value co-creation? Service provision Service consumption Service offering Service relationship management.
Which service management dimension is focused on activities and how these are coordinated? Organisations and people Information and technology Partners and suppliers Value streams and processes.
What considerations influence the supplier strategy of an organisation? Contracts and agreements Type of cooperation with suppliers Corporate culture of the organisation Level of formality.
Connect the element to the correct dimension Aritficial Intelligence Job descriptions Resource scarcity Trust & Transparency Demand Patterns Objectives Security Compliance Waste.
A service provider describes a package that includes a laptop with software, licenses and support. What is this package an example of? Value An outcome Warranty of a service A service offering.
Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve. the warranty outcomes the utility outputs.
What is the definition of warranty? A tangible or intangible deliverable that is produced by carrying out an activity The assurance that a product or service will meet agreed requirements A possible event that could cause harm or loss, or make it more difficult to achieve objectives A possible event that could cause harm or loss, or make it more difficult to achieve objectives.
What are the two types of cost that a service consumer should evaluate? The price of the service, and the cost of creating the service The costs removed by the service, and the costs imposed by the service The cost of provisioning the service, and the cost of improving the service The cost of software, and the cost of hardware.
Which is NOT a key focus of the ‘information and technology’ dimension? Security and compliance Communication systems and knowledge bases Workflow management and inventory systems Roles and responsibilities.
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