Which is a purpose of release management?

C. To make new and changed services available for use

A. To protect the organization's information

B. To handle user-initiated service requests

D. To move hardware and software to live environments

What is recommended by the guiding principle 'progress iteratively with feedback'?

C. An improvement initiative that is broken into a number of manageable sections

A. A current state assessment that is carried out at the start of an improvement initiative

B. The identification of all interested parts at the start of an improvement initiative

D. An assessment of how all the parts of an organization will affect an improvement initiative

Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility

D. Keep it simple and practical

Which statement about the 'change enablement' practice is CORRECT?

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

A. Service requests are usually normal changes that can be implemented quickly without authorization

B. Emergency changes are changes that must be fully tested and fully documented prior to implementation

C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

When is the earliest that a workaround can be documented in "˜problem management'?

A. After the problem has been logged

B. After the problem has been prioritized

C. After the problem has been analyzed

D. After the problem has been resolved

What does 'change enablement' PRIMARILY focus on?

B. Changes to products and services

C. Changes to organizational structure

D. Changes to skills and competencies

Which is handled as a service request?

B. A compliment about an IT support team

A. An investigation to identify the cause of an incident

C. The failure of an IT service

D. An emergency change to implement a security patch

Which is a key requirement for a successful service level agreement (SLA)?

B. Using bundled metrics to relate performance to outcomes

A. Using individual metrics that relate to the service catalogue

C. Using single-system-based metrics that relate to outputs

D. Using an agreement between the service provider and service supplier

Which is considered by the 'partners and suppliers' dimension?

D. Working with an integrator to manage relationships

A. Using artificial intelligence

B. Defining controls and procedures

C. Using formal roles and responsibilities

Which practice would help a user gain access to an application that they need to use?

A. Service configuration management

What is used to link activities within the service value chain?

B. Inputs, outputs and triggers

C. Opportunity, demand and value

Which two practices use workarounds?

C. Problem management and incident management

A. Change enablement and continual improvement

B. Change enablement and problem management

D. Incident management and continual improvement

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

D. Providing services to agreed specifications

A. Meeting stakeholder expectations for time to market

B. Understanding the organization's service vision

C. Understanding stakeholder needs

Which are elements of the service value system?

B. Governance, service value chain, practices

A. Service provision, service consumption, service relationship management

D. Customer value, stakeholder value, organization

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

A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs

C. A possible future event that could cause harm

What is the PRIMARY use of a change schedule?

C. To plan changes and help avoid conflicts

A. To support the 'incident management' practice and improvement planning

Which guiding principle focuses on reducing costs and human errors?

B. Collaborate and promote visibility

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

C. Progress iteratively with feedback

B. Collaborate and promote visibility

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

D. Evaluate measurements and metrics

B. Perform baseline assessments

What is important for a 'continual improvement register' (CIR)?

A. Improvement ideas are documented, assessed and prioritized

B. Improvement ideas from many sources are kept in a single CIR

C. Improvement ideas that are not being actioned immediately are removed from the CIR

D. Improvement ideas are tested, funded and agreed

Which is a purpose of the 'service level management' practice?

D. To set clear business-based targets for service levels

A. To establish and nurture the links between the organization and its stakeholders

B. To ensure that the organization's suppliers and their performance are managed appropriately

C. To support the agreed quality of a service by handling all agreed, user-initiated service requests

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

C. Training should be provided to those involved in continual improvement

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

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

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

Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences

C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

B. 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 possible event that could cause harm or loss, or make it more difficult to achieve objectives

C. A tangible or intangible deliverable of an activity

D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

ITIL4 Part3

Authored by Ada Burcan

Professional Development

University

Used 4+ times

AI Actions

Add similar questions

Adjust reading levels

Convert to real-world scenario

Translate activity

More...

Content View

Student View

40 questions

Show all answers

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which dimension considers data security and privacy?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which term relates to service levels aligned with the needs of service consumers?

A. Service management

B. Warranty

C. Cost

D. Utility

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which directly assists with the diagnosis and resolution of simple incidents?

A. Scripts for collecting user information

B. Use of shift working patterns

C. Fulfilment of service requests

D. Creation of a temporary team

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are guiding principles?

A. A set of interconnected activities that help an organization deliver a valuable service

B. A description of one or more services that help address the needs of a target consumer group

C. A set of specialized organizational capabilities for enabling value for customers

D. Recommendations that help an organization when adopting a service management approach

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A. Only add controls and metrics when they are needed

B. Design controls and metrics first, then remove those not adding value

C. Design controls and metrics and add them individually until all are implemented

D. Only add controls and metrics that are required for compliance

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the purpose of the 'problem management' practice?

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

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which practice forms a link between the service provider and the users of services?

A. Change enablement

B. Service level management

C. Problem management

D. Service desk

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Continue with Google

Continue with Email

Continue with Microsoft

or continue with

Facebook

Apple

Others

Already have an account?

Similar Resources on Wayground

43 questions

Reasoning Aptitude

Quiz

•

University - Professi...

40 questions

Manajemen Proses Bisnis

Quiz

•

University

35 questions

Instrumentos de Medición

Quiz

•

University

40 questions

UAS HUKUM DAGANG 2021 - M.HADYAN YUNHAS

Quiz

•

University

39 questions

pedagogik 4abc

Quiz

•

5th Grade - University

37 questions

La stampa

Quiz

•

KG - Professional Dev...

42 questions

UJI KOMPETENSI GURU 1

Quiz

•

University

40 questions

HGT12 czerwiec 2022

Quiz

•

9th Grade - University

Popular Resources on Wayground

24 questions

PBIS-HGMS Day 10

Quiz

•

6th - 8th Grade

10 questions

HCS SCI 03 Summer School Review 3

Quiz

•

3rd Grade

11 questions

Home Scope

Quiz

•

7th - 8th Grade

15 questions

HCS SCI 05 Summer School Assessment 3 Review

Quiz

•

5th Grade

35 questions

Lufkin Road Middle School Student Handbook & Policies Assessment

Quiz

•

7th Grade

18 questions

Geo 11.3 Area of Circles and Sectors

Quiz

•

9th - 11th Grade