ITIL 4 Specialist Plan, Implement and ControlPreview

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?

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?

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?

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?

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?

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?

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?

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?

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?

How can monitoring utilization of IT assets help an organization to reduce costs?

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?

How does IT asset management help a service provider meet regulatory requirements?

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?

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?

How can suppliers support the development of an organization’s configuration management practice?

A trusted supplier has requested access to an organization’s configuration management system (CMS).
What approach should the organization take?

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?

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?

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?

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?

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?

A configuration manager needs a planned approach to ensure the CMDB is complete and suitable to use.
What should the configuration manager use?

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?

A service provider is reviewing its release management practice. It has been found that most releases meet their objectives and are delivered on time. However, teams and organizations using the service provider’s services are complaining that sometimes software updates interrupt their work during peak business hours.
What should the service provider do to improve the release management practice by applying the ‘collaborate and promote visibility’ guiding principle?