ITILFND : ITIL 4 Foundation : Part 14
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A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
- A mobile phone enables a user to work remotely
- A password allows a user connect to a WiFi network.
- A license allows a user to install a software product
- A service desk agent provides support to a user
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Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
- utility
- warranty
- outcomes
- outputs
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Which statement about a service value stream is CORRECT?
- It uses inputs and outputs prescribed by ITIL
- It is a service value chain activity
- It integrates practices for a specific scenario
- It provides an operating model for service providers
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What term is used to describe whether a service will meet availability, capacity and security requirements?
- Outcomes
- Value
- Utility
- Warranty
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Which is a low risk change that has been pre-approved so that no additional authorization is needed?
- A standard change
- A change model
- An emergency change
- A normal change
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Which describes the ‘plan’ value chain activity?
- It ensures a shared understanding of the current status and vision for all products and services across the organization
- It ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations
- It ensures that service components are available when and where they are needed, and meet agreed specifications
- It ensures continual improvement of products, services, and practices across all value chain activities
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Which practice has the purpose of ensuring that the organization’s suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
- Release management
- Supplier management
- Service management
- Relationship management
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Which includes governance, management practices, and continual improvement?
- The service value system
- The ‘deliver and support’ value chain activity
- The ‘focus on value’ guiding principle
- The ‘value stream and processes’ dimension
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Which phase of problem management includes analysing incidents to look for patterns and trends?
- Problem identification
- Problem control
- Error control
- Post-implementation review
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Which statement about the ‘optimize and automate’ guiding principle is CORRECT?
- Activities should be automated before they are optimized
- Automation is best applied to non-standard tasks
- Technology eliminates the need for human intervention
- Automation frees human resources for more complex activities
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What is defined as any financially valuable component that can contribute to the delivery of a service?
- Configuration item
- Product
- IT asset
- Event
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Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
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Which statement about service requests is CORRECT?
- Complex service requests should be dealt with as normal changes
- Service requests that require simple workflows should be dealt with as incidents
- Service requests require workflows that should use manual procedures and avoid automation
- Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
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Which MOST helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances?
- Continual improvement
- Service value chain
- Practices
- Guiding principles
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What is the MAIN benefit of ‘problem management’?
- Restoring normal service as quickly as possible
- Reducing the number and impact of incidents
- Maximizing the number of successful changes
- Managing workarounds and known errors
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Which guiding principle discourages ‘silo activity’?
- Focus on value
- Start where you are
- Collaborate and promote visibility
- Keep it simple and practical
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Which will help solve incidents more quickly?
- Target resolution times
- Escalating all incidents to support teams
- Collaboration between teams
- Detailed procedural steps for incident investigation
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What varies in size and complexity, and uses functions to achieve its objectives?
- A risk
- An organization
- A practice
- An outcome
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Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
- Service level management
- Relationship management
- Service desk
- Monitoring and event management
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Which dimension considers the application of artificial intelligence to service management?
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
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