itil2

ITIL 2

1 / 40

What is the purpose of problem management?

Reduces the likelihood and impact of incidents

Ensures services are restored as soon as possible

Helps direct the incident to the correct support area

Determines how the service provider is perceived

2 / 40

hich practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Service desk

Monitoring and event management

Service level management

Continual improvement

3 / 40

hich 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 enablement

Relationship management

Service desk

4 / 40

hat happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

The problem record is deleted

The problem remains in the known error status

A change request is submitted to change control

Problem management restores the service as soon as possible

5 / 40

What is a service?

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

A tangible or intangible deliverable of an activity

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

6 / 40

What is the PRIMARY use of a change schedule?

To support the �incident management� practice and improvement planning

To manage emergency changes

To plan changes and help avoid conflicts

To manage standard changes

7 / 40

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

8 / 40

What is a problem?

An addition or modification that could have an effect on services

Any change of state that has significance for the management of a configuration item

A cause or potential cause of one or more incidents

An unplanned reduction in the quality of a service

9 / 40

Which practice recommends using tools for collaboration and the automated matching of symptoms?

Problem management

Service level management

Incident management

Service request management

10 / 40

hich are elements of the service value system?

Service provision, service consumption, service relationship management

Governance, service value chain, practices

Outcomes, utility, warranty

Customer value, stakeholder value, organization

11 / 40

Identify the missing word in the following sentence.
The purpose of the ‘information security management’ practice is to [?] the organization’s information.

protect

store

audit

provide

12 / 40

What is important for a �continual improvement register� (CIR)?

Improvement ideas are documented, assessed and prioritized

Improvement ideas from many sources are kept in a single CIR

Improvement ideas that are not being actioned immediately are removed from the CIR

Improvement ideas are tested, funded and agreed

13 / 40

Which gives a user access to a system?

Service requirement

Service agreement

Service consumption

Service provision

14 / 40

Which is a key activity carried out in the �did we get there?� step of the �continual improvement� model?

Define measurable targets

Perform baseline assessments

Execute improvement actions

Evaluate measurements and metrics

15 / 40

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

Continual improvement

Service desk

Service level management

Problem management

16 / 40

Which statement about the known error database (KEDB) is CORRECT?

It is maintained by the service desk and updated with the details of each new incident

It is a part of the configuration management database (CMDB) and contains workarounds

It is maintained by problem management and is used by the service desk to help resolve incidents

It is maintained by incident management and contains solutions to be implemented by problem management

17 / 40

What is the CORRECT definition of service management?

A set of specialized assets for transitioning services into the live operational environment

A set of specialized organizational capabilities for delivering value to customers in the form of services

The capability of supplier to deliver services to providers in exchange for money

The capability of service providers to minimize their costs without reducing the value of the services

18 / 40

What three elements make up the Service Portfolio?

Customer portfolio, service catalogue and retired services

Customer portfolio, configuration management system and service catalogue

Service pipeline, service catalogue and retired services

Service pipeline, configuration management system and service catalogue

19 / 40

Which is a purpose of release management?

To protect the organization�s information

To handle user-initiated service requests

To make new and changed services available for use

To move hardware and software to live environments

20 / 40

Which service management dimension is focused on activities and how these are coordinated?

Partners and suppliers

Information and technology

Value streams and processes

Organizations and people

21 / 40

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Focus on value

Think and work holistically

Optimize and automate

Collaborate and promote

22 / 40

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

23 / 40

hich guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Start where you are

Collaborate and promote visibility

Progress iteratively with feedback

Think and work holistically

24 / 40

What can a service remove from the consumer and impose on the consumer?

Utility

Asset

Cost

Outcome

25 / 40

What includes governance as a component?

Practices

The service value chain

The service value system

The guiding principles

26 / 40

Which service transition process provides guidance about converting data into information?

Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D

Knowledge management

Service validation and testing

Service asset and configuration management

27 / 40

What is a change schedule used for?

To help plan emergency changes

To help authorize standard changes

To help assign a change authority

To help manage normal changes

28 / 40

What do customer perceptions and business outcomes help to define?

The value of a service

Service metrics

The total cost of a service

Key performance indicators (KPIs)

29 / 40

How do all value chain activities transform inputs to outputs?

By using a combination of practices

By using a single functional team

By determining service demand

By implementing process automation

30 / 40

What is required by all service desk staff?

Excellent technical knowledge

Root cause analysis skills

Demonstration of emotional intelligence

Knowledge of telephony technology

31 / 40

Which is a purpose of the �service desk� practice?

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

To be the entry point and single point of contact for the service provider with all of its users

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

32 / 40

Which is the correct combination of items that makes up an IT service?

Customers, providers and documents

Information technology, people and processes

Information technology, networks and people

People, processes and customers

33 / 40

Which practice makes new services available for use?

Change enablement

Release management

Deployment management

IT asset management

34 / 40

What is the purpose of service level management?

To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

To ensure that all current and planned IT services are delivered to agreed achievable targets.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

35 / 40

Which describes the utility of a service?

A service that is fit for use

A service that meets its service level targets

A service that increases constraints on the consumer

A service that supports the performance of the consumer

36 / 40

Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

37 / 40

Which statement about change management is CORRECT?

It optimizes overall business risk

It optimizes financial exposure

It ensures that all changes are authorized by the change advisory board (CAB)

It ensures that service requests follow the normal change management process

38 / 40

Which term describes the functionality offered by a service?

cost

Utility

Warranty

Risk

39 / 40

hich value chain activity ensures the availability of service components?

Improve

Deliver and support

Engage

Obtain/build

40 / 40

Which two practices use workarounds?

Change enablement and continual improvement

Change enablement and problem management

Problem management and incident management

Incident management and continual improvement

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