ITIL

ITIL 1

1 / 40

Which is NOT a component of the service value system?

The guiding principles

Governance

Practices

The four dimensions of service management

2 / 40

What is the expected outcome from using a service value chain?

Service value streams

Value realization

Customer engagement

The application of practices

3 / 40

Which service level metrics are BEST for measuring user experience?

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

4 / 40

Which is a purpose of the ‘engage’ value chain activity?

Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization’s vision is understood

Providing transparency and good relationships

5 / 40

Which guiding principle helps to ensure that better information is available for decision making?

Keep it simple and practical

Collaborate and promote visibility

Optimize and automate

Think and work holistically

6 / 40

What is described by the service value system?

How to apply the systems approach of the guiding principle think and work holistically

Services based on one or more products, designed to address needs of a target consumer group

How all the components and activities of the organization work together as a system to enable value creation

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

7 / 40

hich practice has a purpose that includes observing a service to report selected changes of state identified as events?

Incident management

Monitoring and event management

Change control

Information security management

8 / 40

Which statement about the steps to fulfill a service request is CORRECT?

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

9 / 40

What is a recommendation of the �focus on value� guiding principle?

Make �focus on value� a responsibility of the management

Focus on the value of new and significant projects first

Focus on value for the service provider first

Focus on value at every step of the improvement

10 / 40

How does information about problems and known errors contribute to ‘incident management’?

It enables the reassessment of known erros

It enables quick and efficient diagnosis of incidents

It removes the need for collaboration during incident resolution

It removes the need for regular customer updates

11 / 40

Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design

Ideation, Design, Develop, Deploy, Test, Operate, Retire

Retire, Test, Operate, Deploy, Ideation, Develop, Design

None of the above

Ideation, Test, Develop, Deploy, Design, Operate, Retire

12 / 40

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Each iteration should be designed before starting the initiative and implemented without feedback

Feedback should only be taken into account when one iteration fails to meet its objective

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Each iteration should be continually re-evaluated based on feedback

13 / 40

Which dimension includes a workflow management system?

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

14 / 40

What are the ITIL guiding principles used for?

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization�s performance continually meets stakeholders� expectations

15 / 40

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.

suppliers

assets

customers

CIs

16 / 40

Which guiding principle recommends standardizing and streamlining manual tasks?

Optimize and automate

Collaborate and promote visibility

Focus on value

Think and work holistically

17 / 40

Which is a key requirement for a successful service level agreement?

It should be written in legal language

It should be simply written and easy to understand

It should be based on the service provider�s view of the service

It should relate to simple operational metrics

18 / 40

What is the purpose of the ‘information security management1 practice?

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To observe services and service components

To protect the information needed by the organization to conduct its business

To plan and manage the full lifecycle of all IT assets

19 / 40

Which practice identifies metrics that reflect a customer experience of a service?

Continual improvement

Service level management

Service desk

Problem management

20 / 40

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Progress iteratively with feedback

Keep is simple and practical

Start where you are

Focus on value

21 / 40

Which is NOT a key focus of the ‘information and technology’ dimension?

Workflow management and inventory systems

Communication systems and knowledge bases

Roles and responsibilities

Security and compliance

22 / 40

What is the purpose of the �deployment management� practice?

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

23 / 40

Which statement about emergency changes is CORRECT?

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

24 / 40

hat should be used to set user expectations for request fulfilment times?

The consumer demand for the service

The time that the customer indicates for service delivery

The service levels of the supplier

The time needed to realistically deliver the service

25 / 40

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Change control

Continual improvement

Problem management

Service desk

26 / 40

When should a change request be submitted to resolve a problem?

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

27 / 40

What are the three phases of ‘problem management’?

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

28 / 40

Which activity is part of the ‘continual improvement’ practice?

Populating and maintaining the asset register

Providing a clear path for users to report issues, queries, and requests

Delivering tactical and operational engagement with customers

Identifying and logging opportunities

29 / 40

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 capture demand for incident resolution and service requests

To set clear business-based targets for service performance

To maximize the number of successful IT changes by ensuring risks are properly assessed

30 / 40

Which is the purpose of the ‘monitoring and event management’ practice?

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To systematically observe services and service components, and record and report selected changes of state

To protect the information needed by the organization to conduct its business

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

31 / 40

When should a full risk assessment and authorization be carried out for a standard change?

Each time the standard change is implemented

When the procedure for the standard change is created

At least once a year

When an emergency change is requested

32 / 40

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

A customer

A user

A configuration item (CI)

An IT asset

33 / 40

Which practice updates information relating to symptoms and business impact?

Service level management

Change control

Service request management

Incident management

34 / 40

Which describes a set of defined steps for implementing improvements?

The �improve� value chain activity

The �continual improvement register�

The �continual improvement model�

The �engage� value chain activity

35 / 40

What should all ‘continual improvement’ decisions be based on?

Accurate and carefully analysed data

Details of how services are measured

A recent maturity assessment

An up-to-date balanced scorecard

36 / 40

What helps diagnose and resolve a simple incident?

Rapid escalation

Formation of a temporary team

The use of scripts

Problem prioritization

37 / 40

major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

As an event

As a problem

As a service request

As a change request

38 / 40

Which is a key consideration for the guiding principle ‘keep it simple and practical’?

Try to create a solution for every exception

Start with a complex solution, then simplify

Understand how each element contributes to value creation

Ignore the conflicting objectives of different stakeholders

39 / 40

What should be done to determine the appropriate metrics for measuring a new service?

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

Using operational data to provide detailed service reports

Asking customers open questions to establish their requirements

40 / 40

How should the workflow for a new service request be designed?

Use a single workflow for all types of service request

Leverage existing workflows whenever possible

Use different workflows for each type of service request

Avoid workflows for simple service requests

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