itil3

ITIL 3

1 / 40

hen using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

Business objectives

Improvement plans

Assessment results

KPI reports

2 / 40

service offering may include, access to resources, and service actions, which is an example of a service action?

A mobile phone enables a user to work remotely

A password allows a user connect to a Wifi network

A license allows a user to install a software product

A service desk agent provides support to user.

3 / 40

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

Service request management

Change enablement

Problem management

Service level management

4 / 40

In service relationships, what is a benefit of identifying consumer roles?

It enables effective stakeholder management

It provides shared service expectations

It removes constraints from the customer

It enables a common definition of value

5 / 40

Which is a use of a change schedule?

Speeding up the planning and authorization of emergency changes

Providing information about deployed changes to help manage incidents and problems

Providing a means of initiating and assessing normal changes

Tracking and managing improvement ideas from identification through to final action

6 / 40

flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

Problem

Incident

Event

Known error

7 / 40

hich guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Focus on value

Start where you are

Think and work holistically

Keep it simple and practical

8 / 40

Which dimension of service management considers how activities are coordinated?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

9 / 40

Which is a recommendation for applying the guiding principle ‘keep it simple and practical?

Communicate in a way the audience can hear

Sometimes nothing from the current state can be re used

If a practice is easier to follow it is more likely to be adopted

Fast does not mean incomplete

10 / 40

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Service request management

Service configuration management

Deployment management

Change enablement

11 / 40

hich phase of problem management includes analysing incidents to look for patterns and trends?

Problem identification

Problem control

Error control

Post-implementation review

12 / 40

Which service request management decisions require that policies are established’?

Deciding how degradations of service are resolved

Deciding how to handle service requests where the steps are unknown

Deciding which service requests require approval

Deciding when workarounds should be used

13 / 40

Which statement about outcomes is CORRECT?

Outcomes rely on outputs to deliver results for a stakeholder.

Outcomes use activities to produce tangible or intangible deliverables.

Outcomes gives service consumers assurance of products or services

Outcomes help a service consumers to assess the cost of a specific activity

14 / 40

Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

existing information

new methods

additional measurements

revised processes

15 / 40

Which practice provides a communications point for users to report operational issues, queries and requests?

Incident management

Continual improvement

Service desk

Relationship management

16 / 40

What can be described as an operating model for the creating and management of products and services?

Governance

Service value chain

Guiding principles

Practices

17 / 40

Which statement about managing incidents is CORRECT?

Low impact incidents should be resolved efficiently, making logging unnecessary

The ‘incident management’ practice should use a single process regardless of the impact of the incident

Low impact incidents should be resolved efficiently so the resource required is reduced

Incidents with the lowest impact should be resolved first

18 / 40

Which value chain activity ensures that ongoing service activity meets user expectations?

Plan

Engage

Obtain/build

Deliver and support

19 / 40

Which dimension of service management considers the workflows and controls needed to deliver services?

Organization and people

Information and technology

Partners and suppliers

Value streams and processes

20 / 40

Identify the missing words in the following sentence.
The �incident management� practice should maintain [?] for logging and managing incidents.

a dedicated team

a formal process

detailed procedures

a value chain activity

21 / 40

What can be described as an operating model for the creation and management of products and services?

Governance

Service value chain

Guiding principles

Practices

22 / 40

Which describe a ‘change authority’?

a model used to determine who will assess a change

A person who approves a change

A tool used to help plan changes

A way to manage the people aspects of change

23 / 40

Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

Requirements

Resources

Suppliers

products

24 / 40

Which two are considered part of the �organizations and people� dimension of service management?
1.Systems of authority 2.Culture
3. Relationships between organizations 4.Workflows

1 and 2

2 and 3

3 and 4

1 and 4

25 / 40

Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

problem

risk

change

configuration item

26 / 40

Which guiding principle discourages ‘silo activity’?

Focus on value

Start where you are

Collaborate and promote visibility

Keep it simple and practical

27 / 40

Which statement about the �service request management� practice is CORRECT?

Service requests are fulfilled using simple workflows

A new workflow is created for each type of request

Additional approval is sometimes needed for restoration of service

Financial authorization is sometimes required for service requests

28 / 40

hich practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

Incident management

Service request management

Monitoring and event management

Change enablement

29 / 40

Which statement about the service value chain is CORRECT?

The service value chain converts value into demand

Each value chain activity uses different combinations of practices to convert inputs into outputs

Each value chain activity identifies a requirement for resources from an external supplier

The service value chain uses value streams to describe a combination of consumers and providers

30 / 40

Which statement about the ‘continual improvement model’ is CORRECT?

Organizations should work through the steps of the model in the sequence in which they are presented

The low of the model helps organizations to link improvements to its goals

The model is applicable to only certain parts of the service value system

Organizations should use an additional model or method to link improvements to customer value

31 / 40

What describes how components and activities work together to facilitate value creation?

The ITIL service value system

The ITIL guiding principles

The four dimensions of service management

A service relationship

32 / 40

Which skill is required by the �service level management� practice?

Supplier management

Technical expertise

Event monitoring

Problem management

33 / 40

What can help to reduce resistance to a planned improvement when applying the guiding principle �collaborate and promote visibility�?

Restricting information about the improvement to essential stakeholders only.

Increasing collaboration and visibility for the improvement.

Involving customers after all planning has been completed.

Engaging every stakeholder group in the same way, with the same communication.

34 / 40

What is defined as a change of state that has significance for the management of an IT service?

Event

Incident

Problem

Known error

35 / 40

Which is a purpose of the �relationship management� practice?

To systematically observe services and service components

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

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

To identify, analyze, monitor, and continually improve links with stakeholders

36 / 40

hich practice requires skills and competencies related to business analysis, supplier management and relationship management?

Monitoring and event management

Incident management

Service level management

IT asset management

37 / 40

hat is the MAIN benefit of ‘problem management’?

Restoring normal service as quickly as possible

Reducing the number and impact of incidents

Maximizing the number of successful changes

Managing workarounds and known errors

38 / 40

hich practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Service configuration management

Service desk

Problem management

Deployment management

39 / 40

Which practice has the purpose of ensuring that the organization�s suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?

Release management

Supplier management

Service management

Relationship management

40 / 40

hich statement about change authorities is CORRECT?

Change authorities are only required for authorizing emergency changes

Change authorities are assigned when each change is deployed

Change authorities are only required for authorizing normal changes

Change authorities are assigned for each type of change and change model

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