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ITIL 4 Foundations
| Question | Answer |
|---|---|
| What is the effect of increased automation on the 'service desk' practice | Greater ability to focus on customer experience when personal contact is needed |
| Which term describes the functionality offered by a service? | Utility |
| What is the purpose of 'monitoring and event management' practice? | To systematically observe services and service components, and record select changes of state |
| What should all 'continual improvement' decisions be based on? | Accurate and carfully analyzed data |
| How do all value chain activities transform inputs to outputs? | By using a combination of practices |
| How does customer engagement contribute to the 'service level management' practice? | 1. It captures information that metrics can be based on. 2. Supports process discussions |
| What is the starting point for optimization? | Understanding the vision and objectives of the organization |
| The purpose of ________ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives. | Service Value System |
| Which practice provides support for managing feedback, compliments and complaints from users? | Service Request management |
| Which joing activity performed by a service provider and service consumer ensures continual value co-creation? | Service Relationship management |
| Which practice may involve the initiation of disaster recovery? | Incident management |
| Which type of change is most likely to be managed by the 'service request management' practice? | Standard Change |
| Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? | Collaborate and promote visibility |
| What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve? | A service |
| A _______ should be assigned to each type of change and change model? | change authority |
| Which dimension of service management considers governance, management, and communication? | Organizations and people |
| A known error is a problem that has been ____ and has not been resolved | analyzed |
| _____ is the status assigned to a problem after it has been analyzed? | Known error |
| What does the 'service request management' practice depend on for maximum efficiency? | Processes and procedures |
| What does 'service desk' need? | practical understanding of the business processes |
| What practice ensures that accurate and reliable information is available about configuration items and the relationship between them? | Service configuration management |
| Which practice has a purpose that includes restoring normal service operations as quickly as possible? | incident management |
| A customer is the role that defines the requirement for a service and takes responsibility for the ____ of service consumption? | outcomes |
| Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options? | Progress iteratively with feedback |
| What should be done for every problem? | prioritized based on its potential impact and probability |
| How should an organization include third-party suppliers in the continual improvement services? | Ensure suppliers incude details of their apporach to service imporvements in contracts |
| What considerations influence the supplier strategy of an organization? | Corporate culture of the organization |
| What is a problem? | A cause or potential cause of one or more incidents |
| What is the purpose of the 'relationship management' practice? | To esablish and nurture links between the organization and its stakeholders at strategic and tactical levels |
| Which is intended to help an organization adopt and adapt ITIL guidance? | The guiding principles |
| What is an output? | something created by carrying out an activity |
| What is the reason for using a balanced bundle of service metrics? | provides an outcome-based view of services |
| Why should incidents be prioritized? | To ensure that incidents with the highest business impact are resolved first |
| Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks? | IT asset management |
| Why should service desk staff detect recurring issues? | To help identify problems |
| Which value chain activity comunicates the current status of all four dimensions of service management | Plan |
| Which guiding principle is Primarily concerned with consumer's revenue and growth? | Focus on value |
| Which practice provides visibility of the organization's services by capturing and resporting on service performance? | Service level management |
| What type of change is this? - 'implementation of a security patch to a critical software application'? | Emergency change |
| Which guiding principle recommends assessing the current state and deciding what can be reused? | Start where you are |
| Which practice is responsible for moving components to live environments? | Deployment Management |
| Which practice includes the classification and ownership of queries and requests from users? | Service Desk |
| Which practice identifies metrics that reflect the customer's experience of a service? | Service level management |
| What is the primary use of a change schedule? | To plan changes and help avoid conflicts |
| Which service management dimension is focused on activities and how these are coordinated? | value stream and processes |
| How does categorization of incidents assist the "incident management' practice? | It helps direct incident to the correct support area |
| A service is a means of enabling value co-creation by facilitating ____ that customers want to achieve | outcomes |
| What is a recommendation of 'continual improvement' practice? | There should be a small team dedicated to leading 'continual improvement' efforts |
| What is a potential benefit of using an IT service management tool to support the 'incident management' practice? | It may provide automated matching of incidents to problems or know errors |
| What role submits service requests? | The user, or their authorized representative |
| Which practice provides a single point of contact for a user? | Service desk |
| Which guiding principle recommends that the four dimensions of service management are considered? | Think and work holistically |
| A request from a user for something which is a normal part of service delivery would be consider what management practice? | 'service request management' practice |
| Which practice is the responsibility of everyone in the organization? | Continual improvement |
| The purpose of the 'information security management' practice is to ____ the organizations inforamtion. | protect |
| Which guiding principle recommends collecting data before deciding what can be re-used? | Start where you are |
| T/F - Detailed procedures for diagnosis of incidents is part of incident management? | False |
| T/F - Guiding principles can guide an organization in all circumstances? | True |
| T/F - A change authority should be assigned for each type of change and change mode? | True |
| What practices has the purpose of making new and changed services and features available for use? | Release management |
| Which value chain activity ensures people understand the organization's vision? | Plan |
| T/F - Each value chain activity contributes to the value chain by transforming specific inputs into outputs | True |
| Which practice is used to ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services | Supplier management practice |
| What are the two types of cost that a service consumer should evaluate? | Costs removed by the service and costs imposed by the service |
| What is the purpose of the 'service desk' practice | To capture demand for incident resolution and service requests |
| How should an organization adopt continual improvement methods? | Select a few key methods for types of improvements that the organization handles |
| Which ITIL concept describes governance? | Service Value SYSTEM |
| T/F - Service desks should understand the wider organization service value chain | true |
| Which guiding principle recommends organizating work into smaller manageable sections that can be executed and completed in a timely manner? | Progress iteratively with feedback |
| What type of change is well understood, fully documented and pre-authorized? | standard change |
| What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? | Problem remains in the known error status |
| What is the definition of change? | To add, modify or remove anything that could have a direct or indriect effect on services |
| What is a definition of event? | A change of state that has significance for the management of service or other configuration item. |
| Describe outcomes? | Results desired by the stakeholder |
| T/F - Roles and responsibilities are key focus' for information technology | False |
| What 2 practices are typically involved in the implementation of problem resolution? | 1. Continual Improvement 2. Change enablement |
| What is a key consideration for the guiding principle 'keep it simple and practical'? | Understand how each element contributes to value creation |
| What should be done first when applying the 'focus on value' guiding principle? | Determine who the service consumer is in each situation |
| A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of? | A service offering |
| What is the definition of warranty? | the assurance that a product or service will meet agreed requirements |
Created by:
lax5