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 the description of the skill set of the ideal staff member?
A) U-Shaped
B) T-Shaped
C) I-Shaped
D) Ship-Shaped
Known Errors are?
A) Incidents that have had their cause identified.
B) Problems that are awaiting identification.
C) A problem that has been analysed and has not been resolved.
D) Problems that have had Changes raised against them.
What are the 7 Steps of the Continual Improvement Model?
A) Where are we now, what’s the vision, did we get there, how do we keep the momentum going, take action, how do we get there, where do we want to be.
B) How do we keep the momentum going, what’s the vision, did we get there, how do we get there, where are we now, take action, where do we want to be
C) Did we get there, how do we keep the momentum going, take action, where are we now, how do we get there, what’s the vision, where do we want to be
D) What’s the vision, where are we now, where do we want to be, how do we get there, take action, did we get there, how do we keep the momentum going
What is true of the Guiding Principle “Optimize and automate”
A) Before an activity is automated, it should be simplified and optimized
B) Before an activity is optimized, it should be simplified and automated
C) All activities should be automated
D) All activities with which we have difficulties should be automated
What is the trigger for activities in the SVS?
A) A Service Request
B) A Third-Party Contract
C) Desire For New Functionality
D) Opportunity & Demand
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
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
What is this a definition of?
"The amount of money spent on a specific activity or resource”.
A) Outgoings
B) Income
C) Costs
D) Value
Which is the correct set of statements about the Change Authority?
1. The Change Authority is always the chairperson of the CAB
2. The Change Authority can be embedded into automation
3. The Change Authority should be assigned for each type of Change
4. The Change Authority for each type of Change should be regularly be reviewed
A) Items 1, 2 and 3
B) Items 1, 2 and 4
C) Items 2, 3 and 4
D) Items 1, 3 and 4
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
The purpose of the ______________ practice is to make new and changed services and features available for use.
A) Information Security Management Practice
B) Project Management Practice
C) Monitoring & Event Management Practice
D) Release Management Practice
Risks …?
A) Cannot be avoided
B) Should be avoided
C) Are always negative
D) Can represent the possibility of something good happening
“Functionality offered by a product or service to meet a particular need."
A) An assurance that a product or service will meet agreed requirements.
B) Utility
C) Information security management
D) Service relationship management
What is the output of the SVS?
A) System Validation
B) Value
C) Return On Investment
D) Restoration Of Service
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
What are the three phases of Problem Management?
A) Problem Resolution, Problem Solving, Problem Eradication
B) Problem Identification, Problem Control, Error Control
C) Problem Resistance, Problem Recovery, Problem Fixing
D) Problem Review, Problem identification, Problem analysis
Change control should …?
A) Authorise every change to increase agility
B) Balance the cost of the change against the risk
C) Balance the costs and risks of making the change against the expected business benefits
D) Authorise only those changes that will not fail
Which of these is NOT a guiding principle?
A) Focus On Value
B) Start Where You Are
C) Adopt An Agile Mentality
D) Progress Iteratively With Feedback
The purpose of Service Level Management includes …?
A) The setting of clear business-based targets for service performance
B) The setting of clear technically-based targets for service performance
C) The setting of stretching targets that are very difficult to achieve
D) The setting of targets that can always be achieved
The practice that is responsible for management of interactions with Suppliers is named?
A) Relationship Management
B) Stakeholder Management
C) Supplier Management
D) Service Configuration Management
"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
D) Service Continuity Management
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
Who can close an Incident record?
A) Senior Management
B) Technical Team Leaders
C) The Consumer
D) The Service Desk
What is the best definition of Utility?
A) The functionality offered by a product or service to meet a particular need
B) The amount of capacity available
C) The network bandwidth available
D) A company that supplies gas or electricity
What are the factors that can affect multiple dimensions?
A) Positional, equitable, sociable, testable, legal, essential
B) Political, economical, social, technological, legal, environmental
C) Practical, ergonomically, social, technological, lethal, essential
D) Problematical, economical, societal, traceable, legitimate, environmental.
An organisation has a responsibility for the care and control of its hardware, software, people, and any other element involved in providing and maintaining services. Which practice is responsible for this?
A) IT Asset Management Practice
B) Change Enablement Practice
C) Service Configuration Management Practice
D) Service Portfolio Management Practice
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 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
How are Value Streams created?
A) Value Streams are created by specific combinations of Value Chain activities & Practices
B) Value Streams are created by a combination of Assets & Capabilities.
C) Value Streams are created by a combination of Incidents & Problems.
D) Value Streams are created by a combination of defined inputs & outputs.
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
"A possible event that could cause harm or loss or make it more difficult to achieve objectives".
A) Event Management
B) Risks
C) Outcomes
D) Result
"Activities performed by an organization to provide services."
A) Work Commitments
B) Work Schedule
C) Service Provision
D) Service Commitment
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.
"To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.”
A) Service Strategy Practice
B) Service Level Management Practice
C) Information Security Management Practice
D) Workforce & Talent Management Practice
What kind of model is the Service Value Chain (SVC)?
A) Organisational
B) Operational
C) Outsourced
D) Original
Service Requests should …?
A) Not be automated, as they are all different
B) Should all be automated
C) Be automated to the greatest degree possible
D) Should be automated only if they trigger other processes, such as Change Control
Which of the following are correct Dimensions of Service Management?
1. Information and people
2. Information and technology
3. Value streams and people
4. Value streams and processes
A) Items 1 & 2
B) Items 2 & 3
C) Items 1 & 4
D) Items 2 & 4
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.
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