ITIL Readiness

1. What is the end result of the service value system?

2. How does ‘service request management’ contribute to ‘design and transition’ activity?

3. What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?

4. How does ‘service level management’ contribute to the ‘obtain/build’ value chain activity?

5. What is an example of an action a service request management employee would undertake as part of the ‘engage’ activity?

6. What term best describes a service that is ‘fit for purpose’?

7. Identify the missing word(s) in the following sentence. A user is a person who uses [?].

8. What is the purpose of the ‘continual improvement’ practice?

9. What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

10. NTUC has outsourced the development of a mobile application to support their students’ learning while on the go. Instead of paying a fixed-fee for the development though, NTUC has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, NTUC has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by NTUC in this example?

11. What is the definition of service management?

12. Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.

13. Which dimension of service management should be considered when deciding whether or not moving the organization’s web server from an on-premise solution to the cloud is a good decision in terms of compliance and security?

14. NTUC Solutions is an Authorized Training Organization for Axelos. Which service management dimension would be focused on the relationship between NTUC and Axelos in regards to the company’s delivery of ITIL 4 Foundation training to students?

15. Which of the following is NOT an activity within the service value chain?

16. Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?

17. Which ITIL concept describes guiding principles?

18. Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change?

19. Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service provider. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider’s servers instead.

20. Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the ‘Profit and Loss (P&L)’ metrics for the month. What term best describes the P&L report that is produced each month?

21. What is the definition of a user?

22. NTUC has just hired three new staff members. The IT department at NTUC has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?

23. How does ‘service request management’ contribute to the ‘obtain/build’ value chain activity?

24. Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

25. What is the definition of a customer?

26. What term best describes a service that is ‘fit for use’?

27. Which describes the functionality offered by a product or service to meet a particular need?

28. Which describes the functionality offered by a product or service to meet a particular need?

29. Which practice provides self-service logging for users?

30. A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

31.  What are the two types of cost that a service consumer should evaluate?

32. What component within the Service Value System will provide direct measure to address and minimize the risk during the implementation of system upgrade or migration?

33. Which service management dimension is focused on activities and how these are coordinated?

34. What is the definition of a service?

35. Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.

36. What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

37. Which of these are a key focus of the ‘organization and people’ dimension?

38. Which ITIL concept describes the service value chain?

39. What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?

40. Which value chain activity includes portfolio decisions for design and transition?