How does categorization of incidents assist incident management?
It helps direct the incident to the correct support area
Which value chain activity creates service components?
Obtain/build
What is the definition of warranty?
The assurance that a product or service will meet agreed requirements
Which two needs should ‘change control’ BALANCE? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users
3 & 4
Identify the missing word in the following sentence: The purpose of the information security management practice is to [?] the organization's information.
protect
Identify the missing word(s) in the following sentence: A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
outcomes
Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?
Engage
Which is a purpose of the ‘service desk’ practice?
To capture demand for incident resolution and service requests
Which ITIL concept describes governance?
The service value system
Which practice is the responsibility of everyone in the organization?
Continual improvement
How does ‘service request management’ contribute to ‘obtain/build’ value chain activity?
It acquires pre-approved service components to help fulfil service requests
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
A service offering
What are the two types of cost that a service consumer should evaluate?
The costs removed by the service, and the costs imposed by the service
Which is a benefit of using an IT service management tool to support incident management?
It can provide automated matching of incidents to problems or known errors
What should be included in every service level agreement?
Clearly defined service outcomes
What is the first step of the guiding principle 'focus on value'?
Determine who the service consumer is in each situation
Which practice provides a single point of contact for users?
Service desk
What is a standard change?
A change that doesnt need risk assessment because the procedure has been pre-authorized
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Progress iteratively with feedback
What is the purpose of ‘supplier management’?
To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and service
Which describes the nature of the guiding principles?
A guiding principle can guide an organization in all circumstances
Which is NOT a key focus of the ‘information and technology’ dimension?
Roles and responsibilities
Which statement about a change authority is CORRECT?
A change authority should be assigned for each type of change and change model
Which describes outcomes?
Results for a stakeholder
Which is a recommendation of the ‘continual improvement’ practice?
There should be a small team dedicated to leading continual improvement efforts
Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control
1 and 4
Which service management dimension is focused on activities and how these are coordinated?
Value streams and processes
Which is a recommendation of the ‘service desk’ practice?
Service desks should have a practical understanding of the wider business
How should an organization adopt ‘continual improvement’ methods?
Select a few key methods to suit the types of improvement that the organization handles
Which value chain activity includes presenting workarounds to users via a service portal?
Which practice has the purpose of making new and changed services and features available for use?
Release management
How does ‘service request management’ contribute to ‘design and transition’ activity?
By initiating standard changes to fulfil service requests
Which value chain activity ensures people understand the organization's vision?
Plan
What is the definition of an event?
Any change of state that has significance for the management of a configuration item or IT service
What is defined as the ability of a configuration item to perform its agreed function when required?
Availability
Which statement about the value chain activities is CORRECT?
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which describes the principle 'think and work holistically'?
Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Which practice is responsible for moving components to live environments?
Deployment management
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Understand how each element contributes to value creation
Which is NOT usually included as part of ‘incident management’?
Detailed procedures for the diagnosis of incidents
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