What is this a purpose of?
"To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.”
A) Service relationship management
B) Service Design practice
C) Service offerings
D) Service request management practice
What are the 5 components of the SVS?
A) Processes, functions, teams, organisations, partners.
B) Guiding principles, governance, service value chain, practices, continual improvement.
C) Problem, incident, event management, request management, access management.
D) Availability, reliability, resilience, continuity, mean time to restore service.
What are the factors that can affect multiple dimensions?
A) Positional, equitable, sociable, testable, legal, essential
B) Political, economical, social, technological, legal, environmental
C) Practical, ergonomically, social, technological, lethal, essential
D) Problematical, economical, societal, traceable, legitimate, environmental.
Why are Incidents Categorised?
A) Because priority needs to be determined
B) Because root cause needs to be determined
C) To identify the correct team to escalate to
D) To enable impact to be determined
What is the output of the SVS?
A) System Validation
B) Value
C) Return On Investment
D) Restoration Of Service
Which statement is true of the Service Value Chain?
A) All activities in the SVC always follow the same path
B) Demand and value are activities in the SVC
C) The SVC activities are interconnected
D) The Service Value System is an activity of the SVC
The Problem management practice contributes to the Deliver & Support Value Chain Activity by:
A) preventing incident repetition and supporting timely incident resolution
B) by preventing incident causes and supporting quality incident resolution
C) by preventing all incidents, thereby reducing the importance of the Incident Management practice
D) by preventing all incidents, thereby reducing the importance of the Change Control practice
Which of these is NOT a guiding principle?
A) Focus On Value
B) Start Where You Are
C) Adopt An Agile Mentality
D) Progress Iteratively With Feedback
Which statement about the relationship of Service Request Management to Value Chain Activities is correct?
A) Service Request Management has no involvement with Obtain/Build
B) Service request Management may contribute Incident causes to Design and Transition
C) Service request Management may contribute Incident causes to Improvement
D) Service Request Management’s involvement with Obtain/Build is that service requests may require acquisition of pre-approved service components
Which of the following are correct Dimensions of Service Management?
1. Information and people
2. Information and technology
3. Value streams and people
4. Value streams and processes
A) Items 1 & 2
B) Items 2 & 3
C) Items 1 & 4
D) Items 2 & 4
Which of the following statements is correct?
A) Utility is fitness for use
B) Utility is fitness for purpose
C) Utility is both fitness for purpose and fitness for usefulness
D) Utility is fitness for availability
Channels for accessing the Service Desk can include:
1. Telephone systems
2. Corporate social media tools
3. Physical visits to the service desk by users
4. Complaints made directly to a Supplier by a user
A) Items 1, 2 and 3
B) Items 1, 2 and 4
C) Items 1, 3 and 4
D) Items 2, 3 and 4
What is true of the Guiding Principle “Optimize and automate”
A) Before an activity is automated, it should be simplified and optimized
B) Before an activity is optimized, it should be simplified and automated
C) All activities should be automated
D) All activities with which we have difficulties should be automated
The purpose of the ______________ practice is to make new and changed services and features available for use.
A) Information Security Management Practice
B) Project Management Practice
C) Monitoring & Event Management Practice
D) Release Management Practice
Which Value Chain Activity has an output of “knowledge and information about new and changed products and services to all value chain activities”?
A) Design and Deliver
B) Deliver and Support
C) Design and Transition
D) Transition and Support
The ITIL Guiding Principles?
A) Should be used instead of the Agile Manifesto and 12 Guiding Principles
B) Replace the 3 Ways of DevOps
C) Are not needed if you are using Scrum
D) Are in tune with the messages of Agile, DevOps and Scrum
The purpose of the _____________ practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.
A) Incident Management Practice
B) Problem Management Practice
C) Service Request Management Practice
D) Deployment Management Practice
What is true of the Guiding Principle “Collaborate and promote visibility”?
A) Everyone must agree with the next course of action
B) Every stakeholder must agree the next course of action
C) Collaboration does not mean consensus
D) Collaboration does mean consensus with everyone
Service Offerings may include?
A) Goods, access to resources and service actions
B) Resources, assets, and capabilities
C) Service consumption, service provision, and service relationships
D) Value realisation, value loss and profit realisation
Which of the following statements is most correct?
A) Value is subjective and is influenced by factors such as financial cost, perceptions, previous experiences, speed, ease of use, safety etc
B) Value is purely objective and can only be measured by money spent and made
C) Value can only be provided by the service provider to the customer
D) Value is the responsibility of the customer to provide to the users
What is this a definition of?
"A set of specialised organisational capabilities for enabling value for customers in the form of services"
A) Service Integration And Management (SIAM)
B) Service Management
C) Service Consumption
D) Service Provision
An organisation has a responsibility for the care and control of its hardware, software, people, and any other element involved in providing and maintaining services. Which practice is responsible for this?
A) IT Asset Management Practice
B) Change Enablement Practice
C) Service Configuration Management Practice
D) Service Portfolio Management Practice
Guiding Principles are?
A) Ubiquitous and endangering
B) Utility and enduring
C) Universal and enduring
D) Utility and endangering
What are the three phases of Problem Management?
A) Problem Resolution, Problem Solving, Problem Eradication
B) Problem Identification, Problem Control, Error Control
C) Problem Resistance, Problem Recovery, Problem Fixing
D) Problem Review, Problem identification, Problem analysis
What of the following is NOT an element of the Service Value System?
A) Start where you are
B) Guiding principles
C) Governance
D) Service value chain
Which practice has the purpose of planning and managing the full lifecycle of all IT assets?
A) IT Asset Management
B) Service Configuration Management
C) Plan and Engage
D) Partners and Suppliers
What are the three types of change referred to by ITIL?
A) Standard – Retrospective – Emergency
B) Normal – Retrospective – Emergency
C) Standard – Normal – Emergency
D) Emergency – Planned - Normal
What are the six Value Chain Activities?
A) Plan, support, enable, create, deliver, restore
B) Support, repair, restore, enhance, enable, retire
C) Plan, improve, engage, design & transition, obtain & build, deliver & support
D) Strategy, design, transition, operation, continual improvement, enhancement.
Service desk staff require training and competency in several areas, especially which customer service skills?
A) Empathy, Incident analysis, Incident prioritization, Effective communications, Emotional intelligence
B) Socialising, categorisation, prioritisation, conflict analysis, root cause analysis
C) Change assessment, major problem reviews, customer service review meetings, supplier management.
D) Metrics analysis, time management skills, negotiation skills, team leadership skills.
Service Consumption is defined as?
A) Activities performed by an organization to provide services
B) Activities performed by an organization to construct services
C) Activities performed by an organization to consume services
D) Activities performed by an organization to produce services
"Activities performed by an organization to provide services."
A) Work Commitments
B) Work Schedule
C) Service Provision
D) Service Commitment
“Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.”
A) Cost Realization And Benefit
B) Total Cost Of Ownership (TCO)
C) Value On Investment (VOI)
D) Service Relationship Management
"A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.”
A) A Team
B) A Function
C) A Process
D) An Organisation
What is this the definition of?
"A request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery.”
A) Access Management practice
B) Service request
C) Availability management practice
D) Capacity & performance management practice
What are the 7 Steps of the Continual Improvement Model?
A) Where are we now, what’s the vision, did we get there, how do we keep the momentum going, take action, how do we get there, where do we want to be.
B) How do we keep the momentum going, what’s the vision, did we get there, how do we get there, where are we now, take action, where do we want to be
C) Did we get there, how do we keep the momentum going, take action, where are we now, how do we get there, what’s the vision, where do we want to be
D) What’s the vision, where are we now, where do we want to be, how do we get there, take action, did we get there, how do we keep the momentum going
What is the best definition of Utility?
A) The functionality offered by a product or service to meet a particular need
B) The amount of capacity available
C) The network bandwidth available
D) A company that supplies gas or electricity
What is this a definition of
"A problem that has been analysed and has not been resolved.”
A) An Incident
B) Root Cause
C) A Known Error
D) A Release
"To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.”
A) Service Strategy Practice
B) Service Level Management Practice
C) Information Security Management Practice
D) Workforce & Talent Management Practice
"The assurance that a product or service will meet agreed requirements."
A) Utility
B) Warranty
C) Service offering
D) IT Asset Management
What kind of model is the Service Value Chain (SVC)?
A) Organisational
B) Operational
C) Outsourced
D) Original
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