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ITIL4 version 2

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Quiz on ITIL4 version 2, created by Linh Phan Van on 29/11/2019.
Linh Phan Van
Quiz by Linh Phan Van, updated more than 1 year ago
Linh Phan Van
Created by Linh Phan Van almost 5 years ago
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Resource summary

Question 1

Question
Which guiding principle helps to ensure that better information is available for decision making?
Answer
  • Keep it simple and practical
  • Think and work holistically
  • Optimize and automate
  • Collaborate and promote visibility

Question 2

Question
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Answer
  • Information security management
  • Monitoring and event management
  • Incident management
  • Change control

Question 3

Question
Which describes a standard change?
Answer
  • A change that needs to be scheduled, assessed and authorized following a defined process
  • A change that is typically implemented as a service request
  • A high-risk change that needs very thorough assessment
  • A change that must be implemented as soon as possible

Question 4

Question
How does information about problems and known errors contribute to 'incident management'?
Answer
  • It enables quick and efficient diagnosis of incidents
  • It removes the need for regular customer updates
  • It removes the need for collaboration during incident resolution
  • It enables the reassessment of known errors

Question 5

Question
Which practice owns and manages issues, queries and requests from users?
Answer
  • Incident management
  • Service desk
  • Change control
  • Problem management

Question 6

Question
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Answer
  • An IT asset
  • A customer
  • A configuration item (CI)
  • A user

Question 7

Question
Which stakeholders co-create value in a service relationship?
Answer
  • Investor and supplier
  • Consumer and provider
  • Provider and supplier
  • Investor and consumer

Question 8

Question
Which describes normal changes?
Answer
  • Changes that are low-risk and pre-authorized
  • Changes that need to be scheduled and assessed following a process
  • Changes that are typically initiated as service requests
  • Changes that must be implemented as soon as possible

Question 9

Question
What is the expected outcome from using a service value chain?
Answer
  • Service value streams
  • Customer engagement
  • Value realization
  • The application of practices

Question 10

Question
Which statement about outcomes is CORRECT?
Answer
  • Outcomes are one or more services that fulfill the needs of a service consumer
  • Service providers help service consumers achieve outcomes
  • Outcomes help service consumers achieve outputs
  • Helping service consumers achieve outcomes reduces service provider costs

Question 11

Question
Which skill is an essential part of the 'service level management' practice?
Answer
  • Technical knowledge
  • Listening
  • Diagnosis
  • Problem analysis

Question 12

Question
What are the three phases of 'problem management'?
Answer
  • Problem logging, problem classification, problem resolution
  • Incident management, problem management, change control
  • Problem identification, problem control, error control
  • Problem analysis, error identification, incident resolution

Question 13

Question
Which is a purpose of the 'engage' value chain activity?
Answer
  • Meeting expectations for quality, costs and time-to-market
  • Providing transparency and good relationships
  • Ensuring the continual improvement of services
  • Ensuring that the organization's vision is understood

Question 14

Question
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 services, and the [?] that support them, is available when and where it is needed.
Answer
  • suppliers
  • CIs
  • customers
  • assets

Question 15

Question
What is described by the service value system?
Answer
  • How all the components and activities of the organization work together as a system to enable value creation
  • Services based on one or more products, designed to address needs of a target consumer group
  • Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
  • How to apply the systems approach of the guiding principle think and work holistically

Question 16

Question
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
Answer
  • Problem management
  • Supplier management
  • Release management
  • Service desk

Question 17

Question
What is defined as any component that needs to be managed in order to deliver an IT service?
Answer
  • A service request
  • A configuration item (CI)
  • An incident
  • An IT asset

Question 18

Question
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Answer
  • Progress iteratively with feedback
  • Focus on value
  • Think and work holistically
  • Keep it simple and practical

Question 19

Question
Which two statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests
Answer
  • 1 and 2
  • 2 and 3
  • 3 and 4
  • 1 and4

Question 20

Question
What is an IT asset?
Answer
  • Any financially valuable component that can contribute to delivery of an IT product or service
  • Any component that needs to be managed in order to deliver a service
  • A request from a user mat initiates a service action
  • The removal of anything that could have a direct or indirect effect on services

Question 21

Question
Which dimension includes a workflow management system?
Answer
  • Organizations and people
  • Partners and suppliers
  • Information and technology
  • Value streams and processes

Question 22

Question
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
Answer
  • information
  • costs
  • utility
  • warranty

Question 23

Question
Which of these should be logged and managed as a problem?
Answer
  • A user requests delivery of a laptop
  • A monitoring tool detects a change of state for a service
  • Trend analysis shows a large number of similar incidents
  • 'Continual improvement' needs to prioritize an improvement opportunity

Question 24

Question
In which two situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant
Answer
  • 1 and 2
  • 2 and 3
  • 3 and 4
  • 1 and 4

Question 25

Question
Which guiding principle recommends coordinating all dimensions of service management?
Answer
  • Start where you are
  • Progress iteratively with feedback
  • Think and work holistically
  • Keep it simple and practical

Question 26

Question
What is the purpose of the 'relationship management' practice?
Answer
  • To establish and nurture the links between the organization and its stakeholders
  • To align the organization's practices and services with changing business needs
  • To set clear business-based targets for service performance
  • To support the agreed quality of a service handling all agreed, user-initiated service requests

Question 27

Question
How should the workflow for a new service request be designed?
Answer
  • Use a single workflow for all types of service request
  • Use different workflows for each type of service request
  • Avoid workflows for simple service requests
  • Leverage existing workflows whenever possible

Question 28

Question
What is the purpose of the 'information security management' practice?
Answer
  • To protect the information needed by the organization to conduct its business
  • To observe services and service components
  • To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
  • To plan and manage the full lifecycle of all IT assets

Question 29

Question
Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
Answer
  • measurement
  • tools
  • plans
  • process

Question 30

Question
How should automation be implemented?
Answer
  • By replacing human intervention wherever possible
  • By replacing the existing tools first
  • By initially concentrating on the most complex tasks
  • By optimizing as much as possible first

Question 31

Question
Which activity is part of the 'continual improvement' practice?
Answer
  • Identifying and logging opportunities
  • Delivering tactical and operational engagement with customers
  • Populating and maintaining the asset register
  • Providing a clear path for users to report issues, queries, and requests

Question 32

Question
Which competencies are required by the 'service level management' practice?
Answer
  • Problem investigation and resolution
  • Business analysis and commercial management
  • Incident analysis and prioritization
  • Balanced scorecard reviews and maturity assessment

Question 33

Question
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Answer
  • Incident management
  • Problem management
  • Continual improvement
  • Service request management

Question 34

Question
Which statement about costs is CORRECT?
Answer
  • Costs imposed on the consumer are costs of service utility
  • Costs removed from the consumer are part of the value proposition
  • Costs imposed on the consumer are costs of service warranty
  • Costs removed from the consumer are part of service consumption

Question 35

Question
What is typically needed to assign complex incidents to support groups?
Answer
  • A self-help tool
  • The incident priority
  • A change schedule
  • The incident category

Question 36

Question
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Answer
  • Service level management
  • Service configuration management
  • Relationship management
  • Continual improvement

Question 37

Question
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Answer
  • As a change request
  • As a service request
  • As an event
  • As a problem

Question 38

Question
What should be done to determine the appropriate metrics for measuring a new service?
Answer
  • Measuring the performance over the first six months, and basing a solution on the results
  • Asking customers to provide numerical targets that meet their needs
  • Asking customers open questions to establish their requirements
  • Using operational data to provide detailed service reports

Question 39

Question
Which dimension includes activities and workflows?
Answer
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

Question 40

Question
What should be used to set user expectations for request fulfillment times?
Answer
  • The time that the customer indicates for service delivery
  • The consumer demand for the service
  • The time needed to realistically deliver the service
  • The service levels of the supplier
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