What are the three types of change referred to by ITIL?
A) Standard – Retrospective – Emergency
B) Normal – Retrospective – Emergency
C) Standard – Normal – Emergency
D) Emergency – Planned - Normal
Once designed, Value Streams should.
A) Not improved until the next full audit review
B) Only improved if an issue is identified.
C) Improved continually.
D) Not improved at all
What kind of model is the Service Value Chain (SVC)?
A) Organisational
B) Operational
C) Outsourced
D) Original
Guiding Principles are?
A) Ubiquitous and endangering
B) Utility and enduring
C) Universal and enduring
D) Utility and endangering
Which statement about the relationship of Change Control and Incident Management is true?
A) Every Incident has occurred because something has changed, therefore formal Changes always cause Incidents
B) Incidents are planned outages, therefore formal Changes always cause Incidents
C) Incidents are unplanned outages, therefore formal Changes are not the same thing as Incidents
D) The resolution of Incidents cannot involve formal Change Control, as that would make them Problems
Analysing causes is an activity of which phase of Problem management?
A) Problem Identification
B) Problem Mitigation
C) Error Control
D) Problem Control
A CIR is a …?
A) Continual Improvement Resource
B) Continual Integration Resource
C) Continual Improvement Register
D) Continuous Integration Register
Which is the correct statement?
A) Each Practice is associated with a specific Value Chain activity
B) Only one practice is associated with each Value Chain activity
C) Practices have no input to Value Chain activities
D) Each Practice supports multiple Value Chain activities
What is this a definition of?
"The perceived benefits, usefulness and importance of something.”
A) Costs
B) Risks
C) Value
D) Governance
What are the six Value Chain Activities?
A) Plan, support, enable, create, deliver, restore
B) Support, repair, restore, enhance, enable, retire
C) Plan, improve, engage, design & transition, obtain & build, deliver & support
D) Strategy, design, transition, operation, continual improvement, enhancement.
Channels for accessing the Service Desk can include:
1. Telephone systems
2. Corporate social media tools
3. Physical visits to the service desk by users
4. Complaints made directly to a Supplier by a user
A) Items 1, 2 and 3
B) Items 1, 2 and 4
C) Items 1, 3 and 4
D) Items 2, 3 and 4
"A result for a stakeholder enabled by one or more outputs”.
A) Service Achievement
B) Warranty
C) Outcome
D) Service Offering
What is this the definition of?
"A request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery.”
A) Access Management practice
B) Service request
C) Availability management practice
D) Capacity & performance management practice
What is this a purpose of?
"To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.”
A) Service relationship management
B) Service Design practice
C) Service offerings
D) Service request management practice
The statement "the addition, modification, or removal of anything that could have a direct or indirect effect on services" is…?
A) The purpose of Change Control
B) The definition of a Change
C) The purpose of Release Management
D) The definition of a Release
The ITIL Guiding Principles?
A) Should be used instead of the Agile Manifesto and 12 Guiding Principles
B) Replace the 3 Ways of DevOps
C) Are not needed if you are using Scrum
D) Are in tune with the messages of Agile, DevOps and Scrum
Name the Four dimensions of Service Management.
A) Organisations & people, Information & technology, partners & suppliers, value streams & processes.
B) Value streams & processes, organizations & technology, partners & resources, costs & benefits.
C) Value, outcomes, costs & risks.
D) Budgeting, accounting, charging & value on investment
What is the output of the SVS?
A) System Validation
B) Value
C) Return On Investment
D) Restoration Of Service
What is true of the Guiding Principle “Collaborate and promote visibility”?
A) Everyone must agree with the next course of action
B) Every stakeholder must agree the next course of action
C) Collaboration does not mean consensus
D) Collaboration does mean consensus with everyone
Which of the following are outputs of Obtain/Build?
1. Service components for deliver and support
2. Service components for design and transition
3. Knowledge and information about new and changed service components to all value chain activities
4. Improvement status reports from improve
A) Items 1, 2 and 4
B) Items 2, 3 and 4
C) Items 1, 2 and 4
D) Items 1, 2 and 3
Which Value Chain Activity has an output of “knowledge and information about new and changed products and services to all value chain activities”?
A) Design and Deliver
B) Deliver and Support
C) Design and Transition
D) Transition and Support
What are the 5 components of the SVS?
A) Processes, functions, teams, organisations, partners.
B) Guiding principles, governance, service value chain, practices, continual improvement.
C) Problem, incident, event management, request management, access management.
D) Availability, reliability, resilience, continuity, mean time to restore service.
What is the definition of an Event?
A) “any change of state that has significance for the management of a service value chain”
B) “any change of state that has significance for the management of a service or other configuration item”
C) “any change of state that has significance for the management of a service value system”
D “any change of state that has significance for the management of a service’s value”
Service desk staff require training and competency in several areas, especially which customer service skills?
A) Empathy, Incident analysis, Incident prioritization, Effective communications, Emotional intelligence
B) Socialising, categorisation, prioritisation, conflict analysis, root cause analysis
C) Change assessment, major problem reviews, customer service review meetings, supplier management.
D) Metrics analysis, time management skills, negotiation skills, team leadership skills.
How may the Service Desk be delivered?
A) With Full/Part-Time Staff
B) Using A Virtual Approach
C) With Mixed Teams
D) There Is No ‘’Right Way’’
Which of the following statements about Incident Management is true?
A) Every Incident must be resolved immediately
B) Every Incident must have its cause determined
C) Every Incident must be resolved in less than the target time
D) Every Incident must be managed in line with agreed, realistic targets
The purpose of the _____________ practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.
A) Incident Management Practice
B) Problem Management Practice
C) Service Request Management Practice
D) Deployment Management Practice
“Activities performed by an organization to consume services."
A) Resource Utilization
B) Resource Allocation
C) Relationship Management
D) Service Consumption
Which word is missing from the following purpose of a practice?
“minimize the negative impact of [...] by restoring normal service operation as quickly as possible”
A) Problems
B) Incidents
C) CIs
D) Security
The Purpose of the Service Desk ...?
A) “is to capture demand for incident resolution and problems"
B) “is to capture demand for incident resolution and service requests"
C) “is to capture demand for incident resolution and changes"
D) “is to capture demand for changes and problems"
Match the following roles with the correct description
1) User
2) Service Consumer
3) Sponsor
4) Customer
W) What is described as a “generic role that is used to simplify the definition and description of the structure of service relationships”.
X) Who is defined as a “person who authorizes budget for service consumption.”
Y) Who is defined as a “person who defines the requirements for a service”.
Z) Who is defined a “person who uses services.”
A. 1Y, 2X, 3Z, 4W
B. 1Y, 2W, 3Y, 4X
C. 1Z, 2W, 3X, 4Y
D. 1Z, 2X, 3Y, 4W
What document should be ‘widely published and produced’ so everyone is aware of changes that have been logged, and are coming up for discussion?
A) Project Plan
B) Release Plan
C) Deployment Plan
D) Change Schedule
What is this the Purpose of?
"To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.”
A) Workforce & talent management practice
B) Problem management practice
C) Incident management practice
D) Service desk practice
Which statement about SLA targets is correct?
A) Use of a single target can result in the “watermelon effect”
B) Use of a single target is ideal
C) Use of multiple targets is desirable, the more the better
D) In line with the Guiding Principle “Keep it simple and practical”, SLAs should never have more than one target
Which practice has the purpose of planning and managing the full lifecycle of all IT assets?
A) IT Asset Management
B) Service Configuration Management
C) Plan and Engage
D) Partners and Suppliers
Service Consumption is defined as?
A) Activities performed by an organization to provide services
B) Activities performed by an organization to construct services
C) Activities performed by an organization to consume services
D) Activities performed by an organization to produce services
Which statement is true of Continual Improvement? It must ….
A) be embedded into every role
B) be embodied in a single team
C) be embodied in a single person
D) be embedded into a single improvement technique
What type of model is the Service Value System (SVS)?
A) Sense-Making Model
B) Operational Model
C) Organisational Model
D) Resource Model
"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) A Service
B) Service Management
C) Supplier Management
D) Service Continuity Management
Oops! You need to select an answer to continue.
