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ITIL V4 Question
Terms in this set (56)
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Start where you are v
Which practice has a purpose that includes ensuring that risks have been properly assessed?
When should a full risk assessment and authorization be carried out for a standard change?
When the procedure for the standard change is needed
Which statement about emergency changes is CORRECT?
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Which practice coordinates the classification, ownership, and communication of service requests and incidents?
What is a warranty?
Assurance that a product or service will meet agreed requirements.
What is part of service provision?
The management of resources configured to deliver the service.
What is a statement that defines 'continual improvement register'?
It should be re-prioritized as ideas are documented.
What are 'engage, plan, and improve' examples of?
Service value chain activities
Which statement about outcomes is correct?
An outcome can be enabled by more than one output.
Which statement about service desks is correct?
The service desk should work in close collaboration with support and development teams.
Which practice updates information relating to symptoms and business impact?
Which is included in the purpose of the 'design and transition' value chain activity?
Continually meeting stakeholder expectations for costs.
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Service request management
What is not a component of the service value system?
The four dimensions of service management.
What statement defines the steps to fulfill a service request?
They should be brief and simple
What is defined as a cause, or potential cause, of one or more incidents?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Keep it simple and practical
What should the effectiveness of a problem workaround be assessed?
Whenever a workaround is used
Finish the sentence:
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on <blank>.
Which dimension considers how knowledge assets should be protected?
Information and Technology
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
The management of information security incidents usually requires <blank>.
A separate process
What are the ITIL guiding principles used for?
To help an organization make good decisions
What is the correct approach for managing a large improvement initiative as smaller intentions?
Each iteration should be continually re-evaluated based on feedback.
What is the purpose of the 'deployment management' practice?
To move new or changed components to live environments.
What is an example of a service request?
Requesting information about how to create a document.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their <blank> are managed appropriately to support the seamless provision of quality products and services.
What is the recommendation of the "focus on value" guiding principle?
Focus on value at every step of the improvement.
Which guiding principle recommends standardizing and streamlining manual tasks?
Optimize and automate
Which describes a set of defined steps for implementing improvements?
The 'continual improvement model'
Which is a key requirement for a successful service level agreement?
It should be simply written and easy to understand
When planning 'continual improvement', which approach for assessing the current state of a service is a good approach?
An organization should always develop competencies in methodologies and techniques that will me their needs.
How does a service consumer contribute to the reduction of risk?
By communicating constraints
What helps diagnose and resolve a simple incident?
The use of scripts
Which ITIL practice has a purpose that included reducing the likelihood of incidents?
Which service level metrics are best for measuring user experience?
Metrics linked to defined outcome such
What are the most important skills required by service desk staff?
Incident analysis skills
What is true about an organizations culture?
It is created from shared value based on how it carries out its work. And it should be based on the objectives of the organization.
When should a change request be submitted to resolve a problem?
As soon as the analysis of cost, risks, and benefits justifies the change.
Which guiding principle helps to ensure that better information is available for decision making?
Collaborate and promote visibility
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Monitoring and event management
Which describes a standard?
A change that is typically implemented as a service request?
How does information about problems and known errors contribute to 'incident management'?
It enables quick and efficient diagnosis of incidents.
Which practice owns and manages issues, queries, and requests from users?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which stakeholders co-create value in a service relationship?
Consumer and provider
Which describes normal changes?
Changes that need to be assessed following a process.
What is the expected outcome from using a service value chain?
What can define an outcome?
Service providers help service consumers achieve outcomes.
Which skill is an essential part of the 'service level management' practice?
What are the three phases of problem management?
Problem identification, problem control, and error control
What is a purpose of the 'engage' value chain activity?
Providing transparency and good relationships
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the <blank> that support them, is available when and where is it needed?
What is described by the service value system?
How all the components and activities of the organization work together as a system to enable value creation.
What practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
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