TWIN - I4 - INGL

Which guiding principle uses experience from one improvement activity to improve the next activity?. Start where you are. Progress iteratively with feedback. Keep it simple and practical. Optimize and automate.

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?. Release management. Supplier management. Service management. Relationship management.

Which statement about change authorities is CORRECT?. Change authorities are only required for authorizing emergency changes. Change authorities are assigned when each change is deploy. Change authorities are only required for authorizing normal changes. Change authorities are assigned for each type of change and change model.

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?. Service request management. Service level management. Incident management. Change control.

Which will NOT be handled as a service request?. The degradation of a service. The replacement of a toner cartridge. The provision of a laptop. A complaint about a support team.

Identify the missing words in the following sentence. A user is [?] who uses services. an organizatin. a person. a team. a supplier.

A service offering may include goods, access to resources, and service actions. Which is an example of a service action?. A mobile phone enables a user to work remotely. A password allows a user connect to a WiFi network. A license allows a user to install a software product. A service desk agent provides support to a user.

Which describes a CORRECT approach to change authorization?. Changes included in the change schedule are pre-authorized and do not need additional authorization. Normal changes should be assessed and authorized before they are deployed. Emergency changes should be authorized by as many people as possible to reduce risk. Normal changes are typically implemented as service requests and authorized by the service desk.

Which statement about a service value stream is CORRECT?. It uses prescriptive inputs and outputs. It is a value chain activity. It integrates practices for a specific scenario. It is used to provide governance.

Which statement about outputs is CORRECT?. They consist of several outcomes. They capture customer demand for services. They contribute to the achievement of outcomes. They describe how the service performs.

Which is an example of a business related measurement?. The number of passengers checked in. The average time to respond to change requests. The average resolution time for incidents. The number of problems resolved.

Which practice involves the management of vulnerabilities that have been analysed but not resolved?. Change control. Service request management. Problem management. Service level management.

Which BEST describes the purpose of the 'improve' value chain activity?. To organize a major improvement initiative into several smaller initiatives. To make new and improved services and features available for use. To ensure a shared understanding of the vision and improvement direction for all products and services. To continually improve all products and services across all value chain activities.

Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the [?] with all of its users. Service consumer. Service provider. Customer. Supplier.

Which includes governance, management practices, and continual improvement?. The service value system. The 'deliver and support' value chain activity. The 'focus on value' guiding principle. The 'value stream and processes' dimension.

Which practice is used to confirm customer requirements for services?. Service request management. Service level management. Service desk. Incident management.

What is the definition of a problem?. An unplanned interruption to a service, or reduction in the quality of a service. A cause, or potential cause, of one or more incidents. An incident for which a full resolution is not yet available. Any change of state that has significance for the management of a configuration item (CI).

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?. Only add controls and metrics when they are needed. Design controls and metrics first, then remove those not adding value. Design controls and metrics and add them individually until all are implemented. Only add controls and metrics that are required for compliance.

Which practice provides a communications point for users to report operational issues, queries and requests?. Incident management. Continual improvement. Service desk. Relationship management.

What are typically recognized through notifications created by an IT service, CI or monitoring tool?. Incidents. Problems. Events. Requests.

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

What is utility?. The functionality offered by a service to meet a particular need. Assurance that a service will meet agreed requirements. The amount of money spent on a specific activity or resource. The perceived benefits, usefulness and importance of something.

An organization is notified by a supplier about a defect in a software product that they use. Which practice describes the activities needed to log and manage this?. Incident management. Problem management. Change control. Service desk.

How should the seven guiding principles be combined when an organization is making a decision?. By using all the guiding principles equally when making any decision. By using the one or two guiding principles that are most relevant to the specific decision. By using the 'focus on value' principle and one or two others that are relevant to the specific decision. Review each guiding principle to decide how relevant it is to the specific decision.

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?. Collaborate and promote visibility. Start where you are. Focus on value. Keep it simple and practical.

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?. Supplier management. Change control. Relationship management. Service desk.

Which practice has a strong influence on the user experience and perception of the service provider?. Service desk. Change control. Service level management. Supplier management.

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?. Information security management. Continual improvement. Monitoring and event management. Service level management.

Which principle concentrates on service consumers?. Start where you are. Optimize and automate. Keep it simple. Focus on value.

What must always be done before an activity is automated?. Check that the activity has already been optimized. Check that suitable new technology has been purchased. Ensure that DevOps has been successfully implemented. Ensure the solution removes the need for human intervention.

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?. Executing improvement actions. Performing baseline assessments. Defining the improvement plan. Understanding the business mission.

Which statement about service requests is CORRECT?. Complex service requests should be dealt with as normal changes. Service requests that require simple workflows should be dealt with as incidents. Service requests require workflows that should use manual procedures and avoid automation. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment.

Which statement about 'continual improvement' is CORRECT?. All improvement ideas should be logged in a single 'continual improvement register'. A single team should carry out 'continual improvement' across the organization. 'Continual improvement' should have minimal interaction with other practices. Everyone in the organization is responsible for some aspects of 'continual improvement'.

Which is the BEST description of the value of a service to a customer?. The amount of money the customer pays for using the service. The financial return the customer gets from using the service. The outcomes the customer receives by using the service. The customer's perception of the benefits of using the service.

Why is it important to set target resolution times in 'incident management'?. They determine when an incident becomes a problem. They determine which support team the incident should be escalated to. They enable the management of customer and user expectations. They facilitate information sharing and learning.

Which practice is responsible for moving new or changed components to live or other environments?. Release management. Deployment management. Change control. Supplier management.

Which practice identifies metrics that reflect the customer’s experience of a service?. Continual improvement. Service desk. Service level management. Problem management.

What type of change is MOST likely to be managed as a service request?. A standard change. A normal change. An emergency change. An organizational change.

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

Which of these activities is carried out as part of 'problem management'?. Creating incident records. Diagnosing and resolving incidents. Escalating incidents to a support team for resolution. Trend analysis of incident records.