What impact does automation have on a Service Desk? Increased phone contact and reduce ability to focus on user experience Less low level work and and a greater ability to focus on user experience Ability to work from a single centralized location Ability to work from multiple locations, geographically dispersed .
What does change control PRIMARILY focus on? Changes to organizational structure Changes to products and services Changes to service levels Changes to skills and competencies.
Which dimension considers data security and privacy? Partners and suppliers Information and technology Value streams and processed Organizations and people.
Which statement about the change control practice is CORRECT? Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited Standard changes are changes that need to be scheduled, assessed and authorized following a standard process Emergency changes are changes that must be fully tested and fully documented prior to implementation Service request are usually normal changes that can be implemented quickly without authorization .
Which is included in the purpose of the "service level management" practice? To ensure that suppliers To set clear business-based targets to service levels To maximize the number of successful service and product changes To ensure accurate information about the configuration of services is available.
Whats is the purpose of the "Information security management" practice? To observe services and service components To ensure that accurate and reliable information about the configuration of services is available where and when it is needed To plan and manage the full lifecycle of all IT assets To protect the information needed by the organization to conduct its business.
What includes governance as a component? The service value system Practices The service value chain The guiding principles.
Which guiding principle is PRIMARILY concerned with end-to-end service delivery? Focus on value Think and work hollistically Optimize and automate Collaborate and promote visibility .
Whats is recommended by the guiding principle "progress iteratively with feedback"? A current state assessment that is carried out at the start of an improvement initiative The identification of all interested parts at the start of an improvement initiative An improvement initiative that is broken in to a number of manageable sections An assessment of how all the parts of an organization will affect an improvement initiative .
How does a service consumer contribute to the reduction of risk? By communicating constraints By managing server hardware By managing staff availability By paying for the service.
What is the definition of a known error? A problem that has been analyzed and has not been resolved A cause, or potential cause, of one or more incidents Any change of state that has significance for the management of a service or other configuration item (CI) An unplanned interruption to a service, or reduction in the quality of a service .
Which usually required a team of representatives from many stakeholder groups? Investigating a major incident Authorizing an emergency change Fulfilling a service request Logging a new problem.
Which term relates to service levels aligned with the needs of service consumers? Service management Warranty Cost Utility.
Which role approves the cost of services? Customer User Sponsor Change authority.
Which practice has the purpose of ensuring that the organizations suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? Release management Supplier management Service management Relationship management.
What actions does a service desk takes for all issues, queries and requests that are reported to them? Diagnose, investigate and resolve Initiate, approve, fulfill Schedule, asses, authorize Acknowledge, classify, own.
Which practice forms a link between the service provider and the users of services? Service desk Change control Problem management Service level management.
What is an IT asset? A request from a user that initiates a service action Any component that needs to be managed in order to deliver a service Any financially valuable component that can contribute to delivery of an IT product or service The removal of anything that could have a direct or indirect effect on services.
Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the "start where you are" guiding principle? Process Plans Tools Measurement .
Which directly assists with the diagnosis and resolution of simple incidents? Fulfillment of service requests Creation of a temporary team Scripts for collecting user information Use of shifts working patterns.
Which will NOT be handled as a service request? The provision of a laptop The degradation of a service The replacement of a toner cartridge A complaint about a support team.
Which is a key requirement for a successful service level agreement (SLA) Using individual metrics that relate to the service catalogue Using bundled metrics to relate performance to outcomes Using single-system-based metrics that relate to outputs Using an agreement between the service provider and the service supplier.
Which is considered by the "partners and suppliers" dimension? Using artificial intelligence Defining controls and procedures Using formal roles and responsibilities Working with an integrator to manage relationships.
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed. CI's Assets Suppliers Customers.
Which of this activity is carried out as part of "problem management"? Trend analysis of incident records Creating incident records Escalating incidents to a support team for resolution Diagnosing and resolving incidents.
Which approach is CORRECT when applying the guiding principle "keep it simple and practical"? Design controls and metrics and add them individually until all are implemented Only add controls and metrics that are required for compliance Design controls and metrics first, then remove those not adding value Only add controls and metrics when they are needed.
What takes responsibility for the outcomes of service consumption? Organization Customer Sponsor Service provider.
Which value chain activity ensures that service components meet agreed specifications? Plan Design and transition Obtain/Build Deliver and support.
What is a change schedule used for? To help manage normal changes To help authorize standard changes To help assign a change authority To help plan emergency changes.
Which is an external input to the service value chain? The "improve" value chain activity An overall plan Customer requirements Feedback loops.
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews and maturity assessments? Service request management Incident management Problem management Continual Improvement.
Which practice has the purpose to support the quality of the service by handling all agreed user initiated service requests? Change Control IT asset management Service Desk Service request management.
What are guiding principles? A set of interconnected activities that help an organization deliver a valuable service A description of one or more services that help address the needs of a target consumer group A set of specialized organizational capabilities for enabling value for customers Recommendations that help an organization when adopting a service management approach.
Which practice has a purpose that includes aligning the organizations practices and services with changing business needs? Service Level Management Service Configuration Management Relationship Management Continual Improvement.
What should be used to set user expectations for request fulfillment times? The time needed to realistically deliver the service The service levels of the suppliers The consumer demand for the service The time that the costumer indicates for the service delivery.
Which practice recommends using tools for collaboration and the automated matching of symptoms? Problem Management Service Level Management Incident Management Service Request Management .
Which practice needs people who understand complex systems and have creative and analytical skills? Service Level Management Change Control Service Request Management Problem Management .
Which describes the utility of a service? A service that is fit for use A service that meets its service level targets A service that increases constraints on the consumer A service that supports the performance of the consumer.
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? Service Desk Service Level Management Service Configuration Management Service Request Management.
Which guiding principle considers customer and user experience? Collaborate and promote visibility Start where you are Keep it simple and practical Focus on value.
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