itil3


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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?

2 / 40

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

3 / 40

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

4 / 40

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

5 / 40

Which is a use of a change schedule?

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?

7 / 40

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

8 / 40

Which dimension of service management considers how activities are coordinated?

9 / 40

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

10 / 40

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

11 / 40

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

12 / 40

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

13 / 40

Which statement about outcomes is CORRECT?

14 / 40

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

15 / 40

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

16 / 40

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

17 / 40

Which statement about managing incidents is CORRECT?

18 / 40

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

19 / 40

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

20 / 40

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

21 / 40

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

22 / 40

Which describe a ‘change authority’?

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.

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

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

26 / 40

Which guiding principle discourages ‘silo activity’?

27 / 40

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

28 / 40

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

29 / 40

Which statement about the service value chain is CORRECT?

30 / 40

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

31 / 40

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

32 / 40

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

33 / 40

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

34 / 40

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

35 / 40

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

36 / 40

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

37 / 40

hat is the MAIN benefit of ‘problem management’?

38 / 40

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

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?

40 / 40

hich statement about change authorities is CORRECT?


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