ITIL

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  • Created by: Tayla
  • Created on: 14-09-21 20:09
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Focus on value
1 of 48
Why should incidents be prioritized?
To ensure that incidents with the highest business impact are resolved first
2 of 48
What is an output?
Sometime created by carrying out an activity
3 of 48
What is the purpose of the relationship management practice?
To establish and nurture the links between the organisation and its stakeholders at strategic and tactical levels
4 of 48
What considerations influence the supplier strategy of an organisation?
Corporate culture of the organisation
5 of 48
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Service configuration management
6 of 48
What does the 'service request management' practice depending on for maximum efficiency?
Processes and procedures
7 of 48
A known error is a problem that has been ? and has not resolved.
analysed
8 of 48
Which statement about change authorisation is correct?
A change authority should be assigned to each type of change and change model
9 of 48
Which practice provides support for managing feedback, compliments and complaints from users?
Service request management
10 of 48
What is the starting point for optimisation?
Understanding the vision and objectives of the organisation
11 of 48
How do all value chain activities transform inputs to outputs?
By using a combination of practices
12 of 48
What is the purpose of the 'monitoring and event management' practice?
To systematically observe services and service components, and record and report selected changes of state
13 of 48
What is the effect of increased automation on the 'service desk' practice?
Greater ability to focus on customer experience when personal contact is needed
14 of 48
What should all 'continual improvement' decisions be based on?
Accurate and carefully analyzed data
15 of 48
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
service value system
16 of 48
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Service relationship management
17 of 48
What type of change is MOST likely to be managed by the 'service request management' practice?
A standard change
18 of 48
What type of change is MOST likely to be managed by the 'change enablement' practice?
A normal change
19 of 48
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A service
20 of 48
Which statement about known errors and problems is CORRECT?
Known error is the status assigned to a problem after it has been analyzed
21 of 48
Which statement about the 'service desk' practice is CORRECT?
It needs a practical understanding of the business processes
22 of 48
What should be done for every problem?
It should be prioritized based on its potential impact and probability
23 of 48
How should an organization include third-party suppliers in the continual improvement of services?
Ensure suppliers include details of their approach to service improvement in contracts
24 of 48
What is a problem?
A cause or potential cause of one or more incidents
25 of 48
Which is intended to help an organization adopt and adapt ITIL guidance?
The guiding principles
26 of 48
What is the reason for using a balanced bundle of service metrics?
It provides an outcome-based view of services
27 of 48
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
IT asset management
28 of 48
What is the purpose of the 'continual improvement' practice?
to align the organisation practices and services with the changes business needs to go through in the ongoing improvement of products, services, practices
29 of 48
What is the purpose of the 'change control' practice?
to maximise the number of successful services and product changes by ensuring that risks have been properly assessed, changes have been authorised to proceed
30 of 48
What is a normal change?
A change that need to be assessed, authorised and scheduled as part of 'continual improvement'
31 of 48
What is the purpose of the 'problem management' practice?
to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, managing workaround and known errors
32 of 48
How can monitoring be performed?
Actively or passively
33 of 48
What stage of problem management documents workarounds and known errors?
Problem Control
34 of 48
What stage of problem management manages known errors and identifying permanent solutions?
Error control
35 of 48
What is the purpose of the 'service level management' practice?
to set clear business-based target for service levels and to ensure that the delivery of services is properly assessed, monitored and managed against these targets
36 of 48
Which practices requires pragmatic focus on the whole service and not simply its constituent parts?
service level management
37 of 48
What is not an example of an operational metric?
Customer feedback
38 of 48
What is a business metric?
any business activity deemed useful or valuable by the customer
39 of 48
What is the purpose of the 'service request management' practice?
to support the agreed quality of a service by handling all pre-defined, user-initiated service requests
40 of 48
Availability is the [?] of an IT service or other configuration item to perform its agreed function when required
ability
41 of 48
What is the definition of 'service management'?
a set of specialised organisational capabilities for enabling value for customers in the form of services
42 of 48
Organisational velocity is the speed, [?] and efficiency with which an organisation operates
effectiveness
43 of 48
Which guiding principle ensures you have identified your stakeholders?
Focus on value
44 of 48
Which guiding principle utilises risk management before proceeding with an improvement initiative?
Start where you are
45 of 48
What guiding principles advises using direct observation as a learning method for an improvement initiative?
Start where you are
46 of 48
Which guiding principles advises you should recognise complexity and apply appropriate methods/rules based on this complexity?
Think and work holistically
47 of 48
Which guiding principle teaches you to use outcome based thinking to produce practical results?
Keep it simple and practical
48 of 48

Other cards in this set

Card 2

Front

Why should incidents be prioritized?

Back

To ensure that incidents with the highest business impact are resolved first

Card 3

Front

What is an output?

Back

Preview of the front of card 3

Card 4

Front

What is the purpose of the relationship management practice?

Back

Preview of the front of card 4

Card 5

Front

What considerations influence the supplier strategy of an organisation?

Back

Preview of the front of card 5
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