Miscellaneous

Question 1

Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to respond to change requests
C. The average resolution time for incidents
D. The number of problems resolved

Answer 1

A. The number of passengers checked in

Question 2

What must always be done before an activity is automated?
A. Check that the activity has already been optimized
B. Check that suitable new technology has been purchased
C. Ensure that DevOps has been successfully implemented
D. Ensure the solution removes the need for human intervention

Answer 2

A. Check that the activity has already been optimized

Question 3

Which action is performed by a service provider?
A. Requesting required service actions
B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods

Answer 3

C. Ensuring access to agreed resources

Question 4

Which statement about value creating activities is CORRECT?
A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices
C. A value stream is an operating model for creating value through products and services
D. Organizations should ensure that each value stream is applicable to many scenarios

Answer 4

A. Each value stream should be designed with a specific combination of service value chain activities

Question 5

Which statement about emergency changes is CORRECT?
A. Emergency changes are low risk and well understood
B. Authorization of emergency changes may be deferred until after implementation
C. It is necessary to complete all documentation before an emergency change is implemented
D. Emergency changes are not usually recorded in the change schedule

Answer 5

D. Emergency changes are not usually recorded in the change schedule

Question 6

Which is the definition of an IT asset?
A. Any financially valuable component that contributes to a service
B. Any request from a user that is a normal part of service delivery
C. Any component that needs to be managed to deliver a service
D. Any change of state that has significance for the management of a service

Answer 6

A. Any financially valuable component that contributes to a service

Question 7

Which is an example of a problem control activity?
A. Reviewing incident records to identify trends
B. Implementing a technical fix to resolve an issue
C. Re-assessing a known error to understand the ongoing impact
D. Documenting the steps in a workaround

Answer 7

D. Documenting the steps in a workaround

Question 8

Why should a service level manager carry out regular service reviews?
A. To ensure that agreements are written simply and are easy to understand
B. To collect information about service consumer goals and objectives
C. To capture information about service issues and performance against agreed goals
D. To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Answer 8

C. To capture information about service issues and performance against agreed goals

Question 9

How can a service consumer contribute to the reduction of risk?
A. By providing the service in accordance with requirements
B. By ensuring that the service provider’s resources are correctly configured
C. By fully understanding their own requirements for the service
D. By managing the detailed level of risk on behalf of the service provider

Answer 9

C. By fully understanding their own requirements for the service

Question 10

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
A. Minimum viable product
B. Feedback loop
C. Analysis paralysis
D. Direct observation

Answer 10

B. Feedback loop

Question 11

Which is the FIRST action when optimizing a service?
A. Assess the current state
B. Understand the organizational context
C. Agree the future state
D. Implement the improvements

Answer 11

B. Understand the organizational context

Question 12

Which is a financially valuable component that can contribute to the delivery of a service?
A. Sponsor
B. Configuration item
C. IT asset
D. Service offering

Answer 12

C. IT asset

Question 13

How should a process design allow for exceptional situations?
A. Create rules to handle exceptions generally
B. Remove the option for process exceptions
C. Create an additional process for each exception
D. Include all exception steps in the main process

Answer 13

A. Create rules to handle exceptions generally

Question 14

How can service consumers contribute to risk mitigation?
A. Through the provision of services according to predefined needs
B. By ensuring that the service provider has configured correctly its resources
C. By being fully aware of their own requirements for the service
D. By controlling the specific level of risk on the service provider’s behalf

Answer 14

C. By being fully aware of their own requirements for the service