Which competencies are required by the 'service level management' practice?
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
What type of change is MOST likely to be managed by the 'service request management' practice?
Which is a purpose of the 'service desk' practice?
Arrange the following steps of software lifecycle in correct order.
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
What is an output?
Which of the following is an example of incident?
How does information about problems and known errors contribute to 'incident management'?
What are ’engage’, ‘plan’ and ‘improve’ examples of?
What should be used to set user expectations for request fulfilment times?
Which dimension considers how knowledge assets should be protected?
Which describes a standard change?
Which is NOT a component of the service value system?
What are the ITIL guiding principles used for?
Why should a service level agreement include bundles of metrics?
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
Which service value chain activity deals with the purchase of new products?
In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Which value chain activity is concerned with the availability of service components?
The Obtain/Build activity is responsible for ensuring that all service components are available when and where needed, and that they meet the agreed specifications.
Which is part of the value proposition of a service?
Costs are the amount of money spent on a specific activity or resource. From the service consumer’s perspective, there are two types of cost involved in service relationships:
What is the difference between the 'incident management' and 'service desk' practices?
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Which practice has a purpose that includes managing authentication and non-repudation?
Nonrepudiation provides an assurance that the sender of data is provided with proof of delivery and the recipient is provided with proof of the sender's identity, so neither can later deny having processed the data. Further, this concept can apply to any activity, not just the sending and receiving of data; in a more general sense, it is a mechanism to prove that an activity was performed and by whom. Nonrepudiation is typically comprised of authentication, auditing/logging, and cryptography services.
What is defined as "the role that uses services?
User: A person who uses services; e.g. the company employees.
Which is a key requirement for successful service level agreements (SLAs)?
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer’s point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
What type of change is often used for resolving incidents or implementing security patches?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
Which is an example of a service request?
What can a change schedule be used for?
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
For which purpose would the continual improvement practice use a SWOT analysis?
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
What is used as a tool to help define and measure performance?
What is the customer of a service responsible for?
Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption;
Which is a key element of the 'think and work holistically' guiding principle?
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
To apply this principle successfully, consider this advice:
Which is described by the ‘organizations and people’ dimension of service management?
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
Which step of the 'continual improvement model' defines measurable targets?
This is one of the most important questions for continual improvement. This question helps to define measurable targets for the IT service provider that will help to reach the vision of the company in the long-term. At this stage, we look at the identified key performance indicators from the previous step and determine what values we want to target for each of these indicators. This decision must be made with the business’s vision in mind, but also with a sense of what is practically possible.
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
What is the PRIMARY use of a change schedule?
Which statement about the 'service desk1 practice is CORRECT?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Which is an important principle of communication in service operation?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which term describes the functionality offered by a service?
Which practice forms a link between the service provider and the users of services?
Why should incidents be prioritized?
Which dimension of service management considers governance, management, and communication?
Which term is used to describe the prediction and control of income and expenditure within an organization?
What is a change schedule PRIMARILY used for?
Which value chain activity ensures the availability of service components?
Which directly assists with the diagnosis and resolution of simple incidents?
Which is an example of a business related measurement?
Which statement about the ‘change enablement’ practice is CORRECT?
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
What is an event?
Why should some service requests be fulfilled with no additional approvals?
What impact does automation have on a service desk?
Which costs are included in the value proposition of a service?
Which is a use of a continual improvement register?
Which describes a ‘change authority’?
Which statement about the ‘continual improvement model’ is CORRECT?
Which should be handled by ‘service request management’?
Which is the BEST example of a standard change?
What can be described as an operating model for the creating and management of products and services?
Which dimension of service management considers the workflows and controls needed to deliver services?
Which is an activity of the 'incident management" practice?
Which activity is part of the 'continual improvement' practice?
Which describes a CORRECT approach to change authorization?
Which is a risk that might be removed from a service consumer by an IT service?
Which statement about a service value stream is CORRECT?
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Which practice's purpose includes creating closer more collaborative relationships?
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?