Quiz
ITIL4 version 2
Este quiz tem tempo limite, por isso abre no player de sempre.
Perguntas do quiz (40)
1Which guiding principle helps to ensure that better information is available for decision making?
- AKeep it simple and practical
- BThink and work holistically
- COptimize and automate
- DCollaborate and promote visibility
2Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- AInformation security management
- BMonitoring and event management
- CIncident management
- DChange control
3Which describes a standard change?
- AA change that needs to be scheduled, assessed and authorized following a defined process
- BA change that is typically implemented as a service request
- CA high-risk change that needs very thorough assessment
- DA change that must be implemented as soon as possible
4How does information about problems and known errors contribute to 'incident management'?
- AIt enables quick and efficient diagnosis of incidents
- BIt removes the need for regular customer updates
- CIt removes the need for collaboration during incident resolution
- DIt enables the reassessment of known errors
5Which practice owns and manages issues, queries and requests from users?
- AIncident management
- BService desk
- CChange control
- DProblem management
6What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
- AAn IT asset
- BA customer
- CA configuration item (CI)
- DA user
7Which stakeholders co-create value in a service relationship?
- AInvestor and supplier
- BConsumer and provider
- CProvider and supplier
- DInvestor and consumer
8Which describes normal changes?
- AChanges that are low-risk and pre-authorized
- BChanges that need to be scheduled and assessed following a process
- CChanges that are typically initiated as service requests
- DChanges that must be implemented as soon as possible
9What is the expected outcome from using a service value chain?
- AService value streams
- BCustomer engagement
- CValue realization
- DThe application of practices
10Which statement about outcomes is CORRECT?
- AOutcomes are one or more services that fulfill the needs of a service consumer
- BService providers help service consumers achieve outcomes
- COutcomes help service consumers achieve outputs
- DHelping service consumers achieve outcomes reduces service provider costs
11Which skill is an essential part of the 'service level management' practice?
- ATechnical knowledge
- BListening
- CDiagnosis
- DProblem analysis
12What are the three phases of 'problem management'?
- AProblem logging, problem classification, problem resolution
- BIncident management, problem management, change control
- CProblem identification, problem control, error control
- DProblem analysis, error identification, incident resolution
13Which is a purpose of the 'engage' value chain activity?
- AMeeting expectations for quality, costs and time-to-market
- BProviding transparency and good relationships
- CEnsuring the continual improvement of services
- DEnsuring that the organization's vision is understood
14Identify 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.- Asuppliers
- BCIs
- Ccustomers
- Dassets
15What is described by the service value system?
- AHow all the components and activities of the organization work together as a system to enable value creation
- BServices based on one or more products, designed to address needs of a target consumer group
- CJoint activities performed by a service provider and a service consumer to ensure continual value co-creation
- DHow to apply the systems approach of the guiding principle think and work holistically
16Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
- AProblem management
- BSupplier management
- CRelease management
- DService desk
17What is defined as any component that needs to be managed in order to deliver an IT service?
- AA service request
- BA configuration item (CI)
- CAn incident
- DAn IT asset
18Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
- AProgress iteratively with feedback
- BFocus on value
- CThink and work holistically
- DKeep it simple and practical
19Which two statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests- A1 and 2
- B2 and 3
- C3 and 4
- D1 and4
20What is an IT asset?
- AAny financially valuable component that can contribute to delivery of an IT product or service
- BAny component that needs to be managed in order to deliver a service
- CA request from a user mat initiates a service action
- DThe removal of anything that could have a direct or indirect effect on services
21Which dimension includes a workflow management system?
- AOrganizations and people
- BPartners and suppliers
- CInformation and technology
- DValue streams and processes
22Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the
customer having to manage specific [?] and risks.- Ainformation
- Bcosts
- Cutility
- Dwarranty
23Which of these should be logged and managed as a problem?
- AA user requests delivery of a laptop
- BA monitoring tool detects a change of state for a service
- CTrend analysis shows a large number of similar incidents
- D'Continual improvement' needs to prioritize an improvement opportunity
24In which two situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant- A1 and 2
- B2 and 3
- C3 and 4
- D1 and 4
25Which guiding principle recommends coordinating all dimensions of service management?
- AStart where you are
- BProgress iteratively with feedback
- CThink and work holistically
- DKeep it simple and practical
26What is the purpose of the 'relationship management' practice?
- ATo establish and nurture the links between the organization and its stakeholders
- BTo align the organization's practices and services with changing business needs
- CTo set clear business-based targets for service performance
- DTo support the agreed quality of a service handling all agreed, user-initiated service requests
27How should the workflow for a new service request be designed?
- AUse a single workflow for all types of service request
- BUse different workflows for each type of service request
- CAvoid workflows for simple service requests
- DLeverage existing workflows whenever possible
28What is the purpose of the 'information security management' practice?
- ATo protect the information needed by the organization to conduct its business
- BTo observe services and service components
- CTo ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- DTo plan and manage the full lifecycle of all IT assets
29Identify 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.- Ameasurement
- Btools
- Cplans
- Dprocess
30How should automation be implemented?
- ABy replacing human intervention wherever possible
- BBy replacing the existing tools first
- CBy initially concentrating on the most complex tasks
- DBy optimizing as much as possible first
31Which activity is part of the 'continual improvement' practice?
- AIdentifying and logging opportunities
- BDelivering tactical and operational engagement with customers
- CPopulating and maintaining the asset register
- DProviding a clear path for users to report issues, queries, and requests
32Which competencies are required by the 'service level management' practice?
- AProblem investigation and resolution
- BBusiness analysis and commercial management
- CIncident analysis and prioritization
- DBalanced scorecard reviews and maturity assessment
33Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
- AIncident management
- BProblem management
- CContinual improvement
- DService request management
34Which statement about costs is CORRECT?
- ACosts imposed on the consumer are costs of service utility
- BCosts removed from the consumer are part of the value proposition
- CCosts imposed on the consumer are costs of service warranty
- DCosts removed from the consumer are part of service consumption
35What is typically needed to assign complex incidents to support groups?
- AA self-help tool
- BThe incident priority
- CA change schedule
- DThe incident category
36Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
- AService level management
- BService configuration management
- CRelationship management
- DContinual improvement
37A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
- AAs a change request
- BAs a service request
- CAs an event
- DAs a problem
38What should be done to determine the appropriate metrics for measuring a new service?
- AMeasuring the performance over the first six months, and basing a solution on the results
- BAsking customers to provide numerical targets that meet their needs
- CAsking customers open questions to establish their requirements
- DUsing operational data to provide detailed service reports
39Which dimension includes activities and workflows?
- AOrganizations and people
- BInformation and technology
- CPartners and suppliers
- DValue streams and processes
40What should be used to set user expectations for request fulfillment times?
- AThe time that the customer indicates for service delivery
- BThe consumer demand for the service
- CThe time needed to realistically deliver the service
- DThe service levels of the supplier
Informações
- Descrição
- Quiz sobre ITIL4 version 2, criado por Linh Phan Van em 29-11-2019.
- Autor
- Linh Phan Van
- Idioma
- English
- Visualizações
- 1.538
- Etiquetas
- Avaliação
- Ainda sem avaliações Avalie este quiz