Process
Process
Associate's skills
Anyone who has a clear vision for the selected Value Log opportunities and who can
validate whether the implementation achieved the expected benefits. ----
Only Performance Improvement (Pl) Champion because he/she has a good understanding
of Six Sigma and Value Stream Mapping.
Only Lead because he/she has a good understanding of the team dynamics.
Only someone from customer's organization because he/she has a good understanding
of the market dynamics.
Team members collectively create plans and take decisions, Team members execute
tasks -----
Senior associates create plans and take decisions, Junior associates execute tasks.
Lead creates plans and takes decisions, Team members execute tasks.
Customer creates plans and takes decisions. Team members execute tasks.
5) Survey Q, Non-scoring: What benefits are you experiencing with Agile for CBO?
Select all that apply
6) What is the most effective way to identify improvement opportunities for Value
Log?
Every team member constantly questions, "Is there a better way to do our work?",
and identifies improvement opportunities. ---
Performance Improvement (Pl) Champion performs Value Stream Mapping and identifies
improvement opportunities.
Team members wait for the management to set up ideation events and then identify
improvement opportunities.
7) Which of the following is not a correct way for you to update the content of a
knowledge portal?
I create/update the content, get it reviewed and add to the knowledge portal. ---
When I create/update the content, I tag it with the relevant key words.
I update the existing content on the topic with the latest knowledge.
Key failure points and important rules & regulations on digital display/whiteboard
to keep the associates.
9) What should you do when you discover an uncommunicated change in your tool
(e.g.Workflow Management Tool, ITSM Tool, etc.)?
As a team, understand the change in detail, and update SOPs, scripts, etc. if
required.
As a team, investigate why the change communication was missed, and take corrective
actions to avoid recurrence.
As a team, analyze whether any past work items were impacted by this change, and
take necessary corrective action if required.
10) Which of the following is not a mandatory practice of Value Maximization Scrum?
Sprint
Value Log
Scrum Team
11) What is the best way to continuously capture and share a team's knowledge?
12) Which of the following is the most practical and Agile approach for achieving
work coordination among a distributed team?
Having a digital Kanban board that is common for all team members across the
locations -----
Relocating all team members into one location to promote face-to-face conversation
13) Which of the following is not true about Value Maximization Scrum?
Scrum team members work full time everyday on Value Log opportunities ---
Composition of scrum team can change for each sprint depending on the Value Log
opportunities selected
for that sprint
BAU remains the top priority and the team works on Value Log opportunities without
impacting BAU
Scrum team members make a little time everyday to work on Value Log opportunities
Perform impact analysis and highlight any risks in Change Advisory Board (CAB)
meeting
Review the implementation steps with the Change Requestor and ensure that there is
no ambiguity
Team Lead
16) What is the best approach for a team to keep the stakeholders continuously
updated on the work
status?
17) Which of the following is not a characteristic of a good Value Log entry?
18) Which of the following is an Agile approach for work allocation in a team?
Team Lead consults team members and assigns work to them ---
One of the Senior SMES assigns work to team members without consulting them
19) A BAU team is already struggling to complete their daily BAU work. So, they
should defer Value Maximization Scrum. True or False?
False - They should start Value Maximization Scrum to identify the pain points and
improve their way of doing the BAU work ----
True - Instead of doing Value Maximization Scrum, they should rather use that time
to complete a few more BAU tasks
BAU team should only do BAU work. They should not focus on anything else, including
Value
20) What should you do when you receive a brief communication that the format of
input files will change from next month?
Understand the change by getting the details of the change as well as a sample
input file in the new format
Align your People (e.g.training), Process (e.g.SO Ps), and Technology (e.g. tool
configuration) in accordance with the Change
A team who makes all the decisions and a Lead who does not monitor the team ----
A team that is empowered & motivated, and a Lead who acts as a mentor
acts as a facilitator
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1) Introduction to ITIL
Practice Activity
Axelos ---
Value ---
What would you call the group of people who have an interest in the activities,
targets, resources and deliverables from Service Management?
Stakeholders ---
Outcome ---
Which one of the following is the best definition of the term Service Management?
A set of specialised organisational capabilities for providing value to customers
in the form of services ----
Which of the following is the best definition of IT Service Management?
The implementation and management of quality IT services that meet business needs
----
Which one of the following would not be defined as part of every process?
Functions ---
Assessment
It provides guidance for creating and managing value for customers through better
strategy, design, transition and operation of services.
ITIL ---
Service Assets consist of resources and capabilities that the organization uses to
deliver the value in the forms of services
True ---
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2) Service Strategy
Practice Activity
The main purpose of the Service Portfolio is to describe services in terms of?
Which two elements of Financial Management for IT Services (FMITS) are mandatory?
What is In-sourcing?
Utilizing internal organisational resources for all stages in the lifecycle ---
Value ---
Which of the following BEST describes service strategies value to the business?
This involves identifying assets that may be used as building blocks for the
creation of services
What is the most important key performance indicator (KPI) for business
relationship management?
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3 - Service Design
Practice Activity
An agreement between the service provider and another part of the same organization
---
Implementation of ITIL service design requires the preparation and planning of the
effective and efficient use of "4Ps". What are these 4Ps?
Ensuring that the service catalogue is made available to those approved to access
it ---
Which of the following is NOT one of the five individual aspects of service design?
Within service design, what is the key output handed over to service transition?
Which one of the following is NOT part of the service design stage of the service
lifecycle?
Which is the CORRECT list for the three levels of a multi-level Service Level
Agreement (SLA)?
Within service design, what is the key output handed over to service transition?
Assessment
There are three types of option for structuring SLA. One of them is?
Multilevel ---
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4 - Service Transition
Which of the following identifies the purpose of Service Transition Planning and
Support?
Provide overall planning for service transitions and co-ordinate the resources they
require
Describes how the Configuration Items (Cls) work together to deliver the services
Which one of the following is NOT a responsibility of the service transition stage
of the service lifecycle?
Which of the following statements BEST describes the aims of Release and Deployment
Management?
To build, test and deliver the capability to provide the services specified by
service design
What is the name of the group that should review changes that must be implemented
faster than the normal change process?
Which one of the following statements BEST describes a Definitive Media Library
(DML)?
Assessment
1) How would you most accurately describe a change to a service for which the
approach is pre-authorized?
A Standard Change
All these
4) Which of the following is the best description of a Configuration Management
System?
A set of tools, processes, procedures, policies and databases that are used to
manage an IT service provider’s configuration data
5) Which of the following statements best describes the relationship between Change
Management and Configuration Management:
To identify, control, record, audit, verify and provide reports on service assets
and Configuration Items
5 - Service Operation
What are the categories of event described in the ITIL service operation book?
What is the BEST description of the purpose of the service operation stage of the
service lifecycle?
To deliver and manage IT services at agreed levels to business users and customers
Which statement BEST represents the guidance on incident logging?
All incidents must be fully logged
Assessment
Which of the stages of service lifecycle manage the technology used to deliver and
support the services and to minimize the impact of outages
Service operation ---
Which one of the following can help determine the level of impact of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
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Which one of the following activities is NOT part of the Deming Cycle?’
Co-ordinate ---
What would be the next step in the CSI model after? 1. What is the vision? 2. Where
are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there?
6. ?
How do we keep the momentum going? ---
What are the three types of metrics that an organization should collect to support
Continual Service Improvement (CSI)?
Technology, Process and Service ---
Which one of the following activities are carried out during the "Where do we want
to be?" step of the Continual Service Improvement (CSI) approach?
Defining measurable targets ---
Assessment
FALSE
Which of the following are goals and objectives for the Service Level Management
process?
1. To provide and improve the relationship and communication with the business and
customers.
2. To produce and maintain an appropriate and up-to date Capacity Plan which
reflects the current and future needs of the business.
3. To ensure that proactive measures to improve the levels of service delivered are
implemented.
4. To support efficient and effective business and Service Management processes by
providing accurate information about assets.
Ans) All of the above
What are the three types of metrics that an organization should collect to support
continual service improvement (CSI)?
Ans) Technology, process and service
Which of the following benefits is NOT primarily the result of good Service Design
practices?
Ans) Increased success rate of changes and releases for the business.
What guidance does ITIL give on the frequency of production of service reporting?
Ans) Reports should be produced weekly
Which process is responsible for recording the current details, status, interfaces
and dependencies of all services that are being run or being prepared to run in the
live environment?
Ans) Service Catalog Management
A known error has been created after diagnosis of a problem was complete but before
a workaround has been found. Is this a valid approach?
Ans) Yes: for information purposes, a known error record can be created at any time
it is prudent to do so
Which one of the following provides the CORRECT list of processes within the
service operation stage of the service lifecycle?
Ans) Event management, incident management, problem management, request fulfilment,
and access management