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

What can be used to help determine the impact level of a problem?

Definitive media library (DML)

Configuration management system (CMS)

Statement of requirements (SOR)

Standard operating procedures (SOP)

3 / 40

Why should incidents be prioritized?

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

To ensure that incidents with the highest business impact are resolved first

To encourage a high level of collaboration within and between teams

4 / 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

5 / 40

Which statement about the �four Ps� of service design is CORRECT?

Processes refers to skill and training

Partners refers to suppliers and vendors

People refers to technology and tools

Products refers to producers and metrics

6 / 40

What describes the steps needed to create and deliver a specific service to a consumer?

Service management

Practices

A value stream

Service level management

7 / 40

Which is included in the purpose of the �deliver and support� value chain activity?

Meeting stakeholder expectations for time to market

Understanding the organization�s service vision

Understanding stakeholder needs

Providing services to agreed specifications

8 / 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

9 / 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

10 / 40

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

Problem management

Service level management

Incident management

Service request management

11 / 40

Which statement about the ‘service desk1 practice is CORRECT?

It provides a link with stakeholders at strategic and tactical levels

It carries out change assessment and authorization

It investigates the cause of incidents

It needs a practical understanding of the business processes

12 / 40

Which is intended to help an organization adopt and adapt ITIL guidance?

The four dimensions of service

Practices

The service value chain

The guiding principles

13 / 40

Which is an important principle of communication in service operation?

Information should always be communicated

It has an intended purpose or a resultant action D18912E1457D5D1DDCBD40AB3BF70D5D

Meetings are always the best method of communication

It is stored in the configuration management system

14 / 40

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

Continual improvement

Service desk

Service level management

Problem management

15 / 40

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

16 / 40

Which statement about the �continual improvement� practice is CORRECT?

Continual improvement participation should be limited to a small dedicated team.

It is the role of senior management to authorize improvement initiatives.

Training should be provided to those involved in continual improvement.

A single continual improvement register should be maintained by senior management.

17 / 40

Which statement about metrics is CORRECT?

Process metrics can be used to measure end-to-end service performance

Technology metrics can be used to measure component performance and availability

Process metrics can be used to measure the utilization of a supplier�s network

Technology metrics can be used to determine the overall health of a process

18 / 40

Which practice is the responsibility of everyone in the organization?

Change control

Problem management

Service level management

Continual improvement

19 / 40

Identify the missing word in the following sentence.
A user is [?] that uses services.

an organization

a role

a team

a supplier

20 / 40

Which value chain activity ensures that service components meet agreed specifications?

Plan

Design and transition

Obtain/build

Deliver and support

21 / 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

22 / 40

What is an incident?

The planned removal of an item that might affect a service

A result enabled by one or more outputs

A possible future event that could cause harm

A service interruption resolved by the use of self-help tools

23 / 40

What includes governance as a component?

Practices

The service value chain

The service value system

The guiding principles

24 / 40

Why should some service requests be fulfilled with no additional approvals?

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfillment workflow

To set user expectations for fulfillment times

25 / 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

26 / 40

Which practice provides support for managing feedback, compliments and complaints from users?

Change control

Service request management

Problem management

Incident management

27 / 40

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Problem management

Incident management

Deployment management

Supplier management

28 / 40

Which practice ensures that accurate and reliable information is available about configuration items and the
relationships between them?

Service configuration management

Service desk

IT asset management

Monitoring and event management

29 / 40

Which is handled as a service request?

An investigation to identify the cause of an incident

A compliment about an IT support team

The failure of an IT service

An emergency change to implement a security patch

30 / 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

31 / 40

What should a release policy include?

The process owner and process manager for each type of release

The roles and responsibilities for incident and problem resolution

The naming convention and expected frequency of each type of release

The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)

32 / 40

What is a change schedule PRIMARILY used for?

To help plan, authorize and schedule emergency changes

To publish a list of service requests that users can select

To ensure that a single change authority reviews every change

To help plan changes, assist in communication and avoid conflicts

33 / 40

Which is the BEST example of an emergency change?

The implementation of a planned new release of a software application

A low-risk computer upgrade implemented as a service request

The implementation of a security patch to a critical software application

A scheduled major hardware and software implementation

34 / 40

Which value chain activity communicates the current status of all four dimensions of service management?

Improve

Engage

Obtain/build

Plan

35 / 40

Which practice makes new services available for use?

Change enablement

Release management

Deployment management

IT asset management

36 / 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).

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 of the following is an example of workaround?

A defective network switch is replaced with a new one

An email server is restored after an incident is reported

Server memory is increased when the server is unresponsive

A server is restarted to resolve an incident

39 / 40

hich stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Service operation

Service transition

Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D

Service strategy

40 / 40

Which statement about known errors and problems is CORRECT?

Known error is the status assigned to a problem after it has been analysed

A known error is the cause of one or more problems

Known errors cause vulnerabilities, problems cause incidents

Known errors are managed by technical staff, problems are managed by service management staff

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