How can an organization confirm that changes have been carried out in accordance with the agreed requirements for speed and effectiveness?
ABy analysing negative outcomes on the business from change-related incidents
BBy analysing how many changes have been successful during a specific time period
CBy analysing the customer’s satisfaction with the change-related communications
DBy analysing negative outcomes on compliance from change-related incidents
An organization has created a simple IT asset register manually, by walking through datacenters and interviewing staff. The IT asset manager wants to gradually grow the practice by progressing iteratively with feedback.
What should the IT asset manager do to maintain and increase the value of the newly created IT asset register?
AImplement tools to help discover new assets and verify existing assets
BDefine processes and procedures for all stages in the IT asset lifecycle
CPut in place a schedule of IT asset audits to ensure that information is maintained
DImplement policies for asset procurement and disposal
An IT asset manager is using a capability assessment to ensure that the ITAM measurement and reporting system is fit for purpose and that ITAM contributes effectively to other practices.
What capability level corresponds to the IT asset manager’s needs?
ALevel 2
BLevel 3
CLevel 4
DLevel 5
An IT asset manager wants to procure software tools to improve the efficiency of the ITAM practice.
What approach should the manager take to ensure adoption and effective application of the tools by the organization?
AAsk a wide variety of tool vendors to demonstrate the capabilities of their tools
BTalk to the owners of other practices in the organization about their tools and requirements
CDefine detailed functions requirements for the tools based in the ITIL ITAM Practice Guide
DInvite consultants to analyse all of the value streams that IT asset management contributes to
An organization has a large number of laptops that are used by various members of staff. The service desk allocates laptops to users and tracks their usage to ensure they are correctly used and managed.
What IT asset management role is this service desk carrying out?
AIT asset custodian
BIT asset owner
CIT asset consumer
DIT asset manager
An organization has some very expensive test equipment that must remain in a specific building.
What type of tool is the BEST for the organization to use to help achieve this?
ABarcode readers
BGeofencing systems
CDiscovery tools
DProcurement systems
An IT manager is analyzing the value stream for managing incidents. There are a lot of suppliers that are involved in activities to support this value stream, and these suppliers all need access to different types of IT asset data.
What should IT asset management staff do to ensure the correct data is available to these suppliers?
ADefine a common set of IT asset data to be shared with all suppliers and automate its provision
BProvide the suppliers with access to the organization’s IT asset register
CReview security policies that might restrict provision of this IT asset data to suppliers
DReduce the amount of IT asset information that suppliers need by moving activities to an internal team
An organization has a fairy small IT asset register, to ensure that it meets legal, regulatory, and compliance requirements. IT staff collect other IT asset information on demand. This is because it is easy to collect the data using tools when needed, but this data becomes inaccurate very quickly.
How should this organization integrate IT asset management with management of incidents?
AExpand the scope of IT asset management to ensure that data required for incident resolution is in the IT asset register.
BCollect required IT asset data using the incident management practice when it is needed
CIntegrate the IT asset management staff into the incident management team.
DInclude fast collection of required IT asset data in the incident resolution value stream
Some IT asset information needs to be shared with suppliers.
What process activity helps the organization to ensure that this information meets the suppliers’ requirements?
ADefine and agree the ITAM approach, scope, data structure, and lifecycle models
BVerify IT assets and lifecycle models
CAnalyse resources and identify IT assets
DVerify IT asset data
An organization’s IT asset management practice is not well organized. Information about IT assets is collected and maintained, but there is no common approach or well-defined lifecycle models. The organization decided to define a common approach to IT asset management.
Which output of the existing ITAM activities should be used as a valuable input for this work?
ARisk registers
BIT asset records
CIT asset reports
DRequest for change
How can monitoring utilization of IT assets help an organization to reduce costs?
ABy enabling the organization to prove that it is entitled to use IT assets
BBy optimizing procedures for purchasing and stock management
CBy identifying unused software licenses
DBy recording every status change of all IT assets
An IT organization uses a service desk solution that is hosted by a supplier, but operated by the organization’s staff. The IT asset manager knows that this service desk is an important asset and needs to capture information about it.
Which is the CORRECT asset type for this service desk?
AHardware
BSoftware
CCloud Service
DData
How does IT asset management help a service provider meet regulatory requirements?
ABy helping to identify the status and use of software licenses
BBy improving reliability so there are fewer disruptions
CBy optimizing the use of hardware and software assets
DBy providing faster responses to customer requests
An organization is designing its service configuration management practice. It has become apparent that there are many suppliers and partners who would benefit from the organization’s service configuration information, or could provide valuable configuration information to the organization.
Which guiding principle should the organization follow in this situation to ensure effective exchange of the service configuration information?
AStart where you are
BProgress iteratively with feedback
CThink and work holistically
DCollaborate and promote visibility
An organization is aiming to ensure that the costs of providing configuration information are continually optimized.
Which capability criterion helps to assess if this is achieved?
ATechnical specialists follow and like the rules of accessing the configuration information
BThe configuration manager knows who in the organization needs configuration information
CThe organization has appointed a service configuration manager
DProduct configuration information is available to engineers as and when needed
How can suppliers support the development of an organization’s configuration management practice?
ABuild tool interfaces that allow immediate access to the CMS for all new suppliers
BAdvise how the organization should replace their value streams with those of the suppliers
CAdvise about creating policies and the use of multiple tools
DAdvise how the exchange of configuration information with suppliers can be reduced
A trusted supplier has requested access to an organization’s configuration management system (CMS).
What approach should the organization take?
AAgree that the supplier will make ad-hoc requests for information when required
BInform the supplier that access is not provided to external organizations
CAgree with the supplier which information is needed and request authorization from information security manager
DProvide access to the CMS in line with the agreed policies and procedures
An organization is implementing methods of managing its configuration management system (CMS). It has automated the analysis of how stakeholders use the configuration management databases (CMDBs) and it has automated the verification of configuration information.
What else should the organization do?
AIntroduce regular reviews to rationalize unused data
BAcquire tools to check that data about CIs is correct
CUse tools to investigate how teams utilize the CMDBs
DUse manual techniques to identify errors in CMDBs
An organization is setting up service configuration management and wishes to understand the requirements and the types of components to be managed.
Which tools should the organization use?
AClassification and analysis tools
BWork planning and prioritization tools
CConfiguration management system tools
DKnowledge management tools
A consultant has recommended that a configuration management team uses ‘workflow management and collaboration’ tools.
How will these tools support service configuration management and its value for the organization?
ACollect audit information about service components and validate relevant records in the CMDB
BAllow configuration data from spreadsheets and databases to be combined and presented in a consistent manner.
CEnable engineers to access accurate information when performing steps in an incident resolution value stream
DAnalyse configuration information requirements
A large IT service provider that has several sites is designing its service configuration management practice.
Which approach to positioning the practice in the organizational structure should the service provider use?
ACreate a virtual configuration management team composed of technical specialists
BAppoint a temporary configuration management team to set up the approach and policies
CDistribute service configuration management responsibilities to existing staff members
DAppoint a centralized dedicated team and involve configuration coordinators at each site
The configuration manager is working with a team to design a value stream for resolving major incidents and wants to ensure that configuration management activities are included. The team has mapped the steps triggered by a call to the service desk and the subsequent activities and information flows.
What should the team do next?
AIdentify the scope of the value stream analysis
BDefine the purpose of the value stream
CReflect on the value stream map
DCreate a ‘to be’ value stream map
A configuration manager needs a planned approach to ensure the CMDB is complete and suitable to use.
What should the configuration manager use?
AService configuration model
BConfiguration item lifecycle model
CConfiguration audit
DConfiguration inventory
An organization aims to optimize the costs of service configuration management by minimizing the time and effort spent by the staff on the practice activities.
Which aspect of service configuration management should the organization improve to achieve this goal?
AHardware purchased to support the configuration management system (CMS)
BInventory of new and changed configuration items
CTraining required to implement the CMDB and the practice
DSustainability impact associated with the energy consumption of storing large amounts of data
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