|Which of the following options correctly defines a known error? A cause, or potential cause, of one or more incidents An unplanned interruption to a service, or reduction in the quality of a service A problem that has been analyzed and has not been resolved Any valuable component that can contribute to the delivery of an IT product or service .
Which of the following statements about service level agreements (SLAs) is correct?
i. An SLA does not relate to an agreement of engagement and discussion between the service provider and consumer
ii. An SLA should relate to defined outcomes for a service Both i and ii are correct Only i is correct Only ii is correct Both i and ii are incorrect.
When might and effective incident workaround become a permanent way of dealing with some problems? When resolving the problem is controlled by a supplier When resolving the incident requires a change in control When resolving the problem is not viable or cost effective When resolving the incident will breach the service level agreement.
Which management practice supports the identification and improvement of services and developing techniques of an improvement culture across the organization? Relationship management Continual improvement Monitoring and event management Knowledge management.
Which of the following statements about incident management is true?
i. Some incidents will be resolved by the user themselves, using shelf-help
ii. Incidents should not be escalated to suppliers or partners to ensure company information is kept confidential
iii. A temporary team may be required for major incidents
iv. Disaster recovery plans may be invoked to resolve incidents All of the given i and ii only i, iii, and iv only i, ii, and iii only .
Which management practice ensures that the availability and performance of a service are maintained at a sufficient level in the event of a disaster? Availability management Incident management Information security management Service continuity management.
What is defined as: 'Any valuable component that can contribute to the delivery of an IT product or service'? An incident A configurable item An IT asset An event.
Which of the following are good examples of requests?
i. A request to provide access to a specific report
ii. A user phone to inquire about the office hours
iii. A user phone to report a printer out of order
iv. A user phone to get access to a printer i and ii only i and iv only i, ii, and iv only All of the given.
Which of the following options assists in communication and aids in avoiding conflicts and assignment resources? Standard change Service level agreement Change communication plan Change schedule.
Which management practice systematically observes services and services components, and records and reports selected changes of state? Incident management Monitoring and event management Problem management Availability management.
What should take place at the 'where are we now' step in the continual improvement model? Keep the momentum going Define measurable targets Baseline assessment Evaluate metrics and KPIs.
Select and option to fill in the blank.
Continual improvement is the responsibility of (the) ___________ in an organization Employees Leaders Dedicated full-time team Everyone.
Select and option to fill in the blank.
The __________ practice is a point of communication for the service provider with all its users Service desk Relation management Service level management Deployment management.
What is defines as: 'Any component that needs to be managed in order to deliver an IT service'? An event A configuration item An IT asset A change request.
Which of the following statements regarding service request is true?
i. A limited number of additional authorizations for requests are preferred
ii. Automation of requests should be encouraged to improve efficiencies
iii. Workflows for service requests should be established and documented
iv. Fulfilment times for every request should be determined upfront and communicated to users i and iii only ii, iii, and iv only i, ii, and iii only All of the given .
What should act as the entry point/single point of contact for the IT or service organization? Service desk Knowledge management Service owner Relationship management .
The technical teams have several ideas on how a particular problem should be fixed, and find the most cost-effective solution. An ITIL 4 it is known as: Problem control Error control Incident management Techinical management .
Select an option to fill in the blank
The service level management provides the _________ visibility of the organization's services Customer's User's Consumer's End to end.
Which of the following statements denotes the purpose of supplier management ? Ensuring that the partners and supplier align with the ongoing identification, improvement, and changes of services Ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services Ensuring that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling and delivery activities Ensuring that the accurate and reliable information about the configuration of supplier's services is available when and where it is needed .
Which of the following options correctly defines an incident? An unplanned interruption to a service or reduction in the quality of a service The ability of an IT service or other configuration item to perform its agreed function when required A cause, or potential cause, of one or more incidents The addition, modification, or removal of anything that could have a direct or indirect effect on services .
Which practices should be used to embed the changes in the organization and to ensure that the improvements and changed behaviors are not at risk of reversion, to support the continual improvement model? Service level management and continual improvement Change control and information security management Organizational change management and knowledge management Change control and knowledge management.
Which step is skipped, if is there a risk that improvements might only be optimized for the people or teams involved rather than the whole organization? Take action Did we get there? What is the vision? Where do we want to be?.
Fill in the blank.
__________ change may require a separate change authority, which includes senior managers who understand business risk Emergency Major Standard Normal.
To plan and manage IT assets, to maximize value, control costs, manage risks, and meet regulatory requirements are a key purpose of which practice? Supplier management IT asset management Change control Incident management.
Which of the following options describes the purpose of the relationship management practice? Observe services and record and report changes of state identified as events Set a clear business-based targets for service performance, so that delivery can be assessed, monitored and managed against these targets Establish and nurture the links between the organization and its stakeholders Suppliers and their performance are managed to support the provision of services .
Select and option to fill in the blank.
A/An ____________ is a problem where initial analysis is complete; it usually means that faulty components have been identified
Known error Workaround Incident Problem.
Select an option to fill in the blank.
Continual improvement contributes ___________ value chain activities To all To some Equally to deliver and support and engage To only planning .
Which management practice protects the information needed by the organization to conduct its business? Supplier management IT asset management Information security management Relationship management.
Which of the following options is the best example of a workaround? Politely requesting the customer to give you some time to troubleshoot Ask the user to work on something else whilst you are troubleshooting Provide an alternative way of connecting to the Internet whilst the main connections is being fixed Inform the customer that they can work again as the problem has been resolved .
Errors that remain unidentified, or unresolved, and may be a risk to live services is known as a/an: Incident Problem Issue Error.
Which of the following options is the best way of handling an incident? Incidents with the highest business impact and urgency should be handled first The service desk has the authority and should allocate resources to incident handling Incidents should be handled on a first come, first serve basis Incidents logged by senior management should always get preferential treatment .
What does the term "swarming" refer to? A cross-functional team collaborated during the initial incident handling until it becomes clear who is best placed to deal with the incident A large number of incidents being reported to the Service Desk at once When a number of users get together to figure out how to resolve an incident The incident is immediately assigned to technical resources who will then "swarm" to deal with it together.
Fill in the blank.
The purpose of the service request management practice is to support the agreed quality, of a service by handling all predefined, user initiated ________ in an effective and user-friendly manner. Changes Problems Service requests Incidents.
Which practice deals with provisioning of infrastructure? Service configuration management Deployment management Monitoring and event management IT asset management .
Which of the following options denotes the purpose of problem management? Ensure that services deliver agreed levels of availability to meet the needs of customers and users Maximize the number of successful IT changes by ensuring that risks have been properly assessed Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents Set clear business-based targets for service performance.
According to ITIL 4, the unidentified or unresolved errors that may be a risk to live services are called: Problems Workarounds Incidents Known errors.
An important service improvement initiative is kicked off at the service desk. Which practice will it engage with for the initiative to be successful? Change control Continual improvement Service level management Configuration management.
Which is a recommendation of the service desk practice? Service desk is mainly about fixing issues and has nothing much explaining and coordinating matters Service desk supports people and business, rather than only providing support for technical issues Service desk has no role to play in service delivery Service desk should always be a physical tam in a single fixes location .
Which of the following statements about continual improvement register (CIR) is correct?
i. The CIR is used as the basis for re-prioritizing improvement ideas, as and when new ideas are documented
ii. The structure of the information captured in a CIR is an important consideration Both i and ii are correct Only i is correct Only ii is correct Both i and ii are incorrect .
Fulfillment of service request may include changes to services or their components; what are these usually managed as? Standard changes Normal changes Service request Incidents.
Fill in the blank
The service desk has a major influence on __________ Relationship management Availability management Service performance User experience .
What are the three phases of problem management? Incident investigation, root cause analysis, and know error reporting Root cause analysis, problem identification and problem control Problem identification, problem control and error control Problem control, error control and continual improvement .
Making new and changed services and features available for use is a key purpose of which practice? Deployment management Configuration Release management Change control .
Service level management includes collating and analyzing information from a number of sources. The sources include:
i. Customer engagement
ii. Customer feedback
iii. Operational metrics
iv. Business metrics i and ii only i, iii, and iv only ii and iv only All of the given .
When is it recommended to carry our a gap analysis as part of the continual improvement model? After step 5 After step 1 After steps 1 and 2 After steps 2 and 3.
Which of the following statement is NOT true? User should be encouraged to resolve their own incidents through self-help Target resolution times for each incident should be negotiated and communicated Only major incidents should be logged as they are the most critical As the incidents move through its cycle information about the incident should be recorded .
Which of the following options denotes the purpose of service configuration management? Plan and manage the full lifecycle of all IT assets Ensure that services deliver agreed levels of availability to meet the needs of customers and users Set clear business-based targets for service performance Ensure that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where is needed .
Which of the following elements is a key to have as part of the service desk?
i. Intelligent telephony system
ii. Workflow systems for routing and escalation
iii. Workforce management and resource planning systems
iv. Knowledge base
v. Remote access tools iii, iv, and v only i, ii, iii, and iv only ii, iv, and v only All of the given .
Which of the following is not an aspect of the service level management practice? Collection and analysis of metrics Service reviews Major incident reviews Reporting on major incidents.
Select an option to fill in the blank.
According to ITIL 4, "Change" is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on __________ Value Streams Consumers Services Processes.
Which is a recommendation of the service request practice? Service request can usually be formalized with a clear, standard procedure for initiation, approval, fulfillment, and management It should not be encourage to completely automate the submission of service request Most service request are simple and do not require involvement from other teams It is difficult to set expectations of users regarding fulfilment times .
Identify the missing word in the following sentence.
The purpose of the information security management practice is to [?] the organization's information store audit provide protect .
Fill in the blank.
Problem control activities include problem analysis and documenting _________ and known errors Incidents Problems Workarounds Changes.
Problem management initiates resolution through ________ and participates in the post implementation review Incident management Risk management Change control Knowledgement management .
According to the continual improvement model, the step "Did we get there?" involves checking and confirming the _______ and ________ for each iteration Progress, metrics Effort, progress Value, effort Progress, value.
In ITIL 4, who should authorize a change, to ensure efficiency and effectiveness? Change authorities should be established for different type of changes The Change Control Manager Anyone in the organization All changes should be authorized by a single change authority .
A change that has limited impact and is well known in the organization is known as: Standard change Low impact change Normal change Minor change.
The CIO receives a complaint from one of the senior business executives that the IT reports always show successful results whilst in reality his entire department is unhappy with the service. The CIO recognizes this as which of the following: Extended warranty effect Over expectation Watermelon effect Inflated service expectation.
Which of the following statements about the service level management practice is correct? Viewing targets from a single server is still an important measurement A good service level management practice helps you be more in solution mode A good service level management practice is about constructive partnership It is good practice to only engage with customer once in a while .