Name _____________________ ___/14

ITIL SMALL TEST 3

1. Which of the following is a management practice to provide an understanding of all different

elements that make up an organization and how those ones interrelate to achieve its current
& future objectives?
A. Portfolio Management Practice
B. Strategy Management Practice
C. Architecture Management Practice
D. Organizational Change Management Practice

2. In Continual Improvement Practice, it is advised to constantly use a database or structured

document called _______________ to track and manage improvement ideas from
identification to final action. New improvement initiatives are captured, documented,
assessed, prioritized, and appropriately acted upon to make things visible and ensure the
organization and its service are always being improved.
A. Continual Improvement Register
B. SWOT Analysis
C. Change Checklist
D. Continual Improvement Record

3. Information Security Management is to ensure the protection of the information of an

organization throughout the information lifecycle so that the organization’s information is
safeguarded from unauthorized access and misuse. This include understanding & managing
risks to the confidentiality, integrity and availability of information, as well as authentication
and non-repudiation. The required security is established by means of policies, processes,
behaviors, risk management and controls, which must maintain a balance between:
____________: Ensure security incidents don’t occur;
____________: Rapidly and reliably detecting incidents that can’t be prevented;
____________: Recover from incidents after they are detected.
A. Verification – Testing - Improvement
B. Risk Analysis – Control - Restructure
 C. Assurance – Vulnerability Scanning – Restore
D. Prevention – Detection – Correction

4. Which of the following is NOT CORRECT about the purpose of Knowledge Management?
A. To ensure the maintenance and improvement of information and knowledge
effectively and efficiently for the convenient usage of the information and
knowledge throughout the organization.
B. To provide a structured approach to define, build, re-use and share knowledge.
C. To support good decision-making and continual improvement by decreasing the
level of uncertainty through the collection and valid assessment of relevant data
on various managed objects.
D. To ensure that stakeholders get the right know-how, in the proper format, at the
right level, at the correct time according to their access level and relevant policies.

5. Measurement and Reporting Practice is an essential need for all types of organizations
irrespective of their size and complexities. Critical Success Factor CSF and Key Performance
Indicator KPI can be defined to evaluate the success in meeting high level goal and related
objectives. Then data collected as metrics is presented in the form of report or dashboard
answering 02 main questions: how far are we from the target & what bottleneck prevent us
from achieving better results?
1. ??? 2. ??? 3. ???

Secure 25 changes in the pipeline Make change efficiently & effectively

Gain 20 changes implemented Sustain 80% change efficiency rate

Sustain 5 failed changes Ensure 75% change success rate

A. Metric – KPIs - CSF

B. KPIs – Metric - CSF
C. CSF – KPIs - Metric
D. KPIs – CSF - Metric

6. Organizational Change Management Practice is to managing the human aspects of an

organization while introducing, managing, modifying a service or a product. This needs an
effective change management (for required transformation) of organization to achieve the
 lasting benefits through smooth and successful implementation of changes. The key activities
of effective organizational change management are:
Activity Outcome
??? Clear & Relevant Objectives
Stakeholder Management Willing & Committed Participants
Sponsor Management Strong & Committed Leadership
Communication Willing & Prepared Participants
Empowerment Prepared Participants
Resistance Management Willing Participants
Reinforcement Sustained Improvement

A. Providing training, awareness.

B. Reducing resistance to the change.
C. Creating sense of urgency.
D. Ensuring successful transition to the changed state.

7. To ensure that the organization has the right mix of programs, projects, products, and
services to execute the organization’s strategy within its funding and resource constraints,
Portfolio management focuses on defining, analyzing, approving and
and services introduced, monitored, managed, etc. The portfolio management can be
defined as the coordinated collection of strategic decisions that together enable the most
effective balance of organizational change and business as usual. Portfolio management
achieves this through:
 Developing and applying a systematic framework
 Clearly defining products and services and__________ them to the achievement of agreed
outcomes.
 Evaluating and _________incoming product, service, or project proposals and other change
initiatives.
 Implementing a strategic investment appraisal and decision-making process
 Analysing and __________ investments based on the value of products,services, programmes,
and projects to the organization and its customers.
 Monitoring the performance of the overall portfolio and proposing adjustments in response to
any changes in organizational priorities.
 _________ the portfolios in terms of progress, outcomes, costs, risk, benefits, and strategic
contribution.
 A. Reviewing – Tracking – Prioritizing – Linking
B. Linking – Prioritizing – Tracking – Reviewing
C. Tracking – Reviewing – Linking – Prioritizing
D. Prioritizing – Linking – Reviewing – Tracking

8. ______________ can be defined as a temporary organization formed to produce results &

accomplish the outcomes which are unique and create value. This requires the involvement
of initiating, planning, delegating, executing, monitoring and controlling all the aspects of the
project. There are different approaches to the way in which ____________ are delivered,
with the predictive one (Waterfall) and adaptive one (Agile) methods being the most
common.
A. Software Development
B. Project
C. Business Continuity Management
D. Release Management

9. An organization should always focus on creating high stakeholder value, by:

 facilitating value creation for service consumers,
 prioritizing the products and services as per the needs of the stakeholders,
 mediating the conflicting stakeholder requirements,
 effective handling of any stakeholder complaints and escalations.
Which of the following is described above?
A. Communication Management
B. Expectation Management
C. Relationship Management
D. Value Co-creation Management

10. _______ Management Practice is to ensure the efficient and effective handling of _______
of an organization throughout the service value chain and the entire lifecycle of the
services/products and business. The term, _______ refers to the uncertainty of outcomes
which are both positive and negative. The positive_______ are called opportunities and
negative ______ are called as threats. The interesting part is that generally the negative
______ are mostly considered by organizations ignoring the existence of positive _______.
Missing or ignoring to consider the positive _______ may result in bigger _______ as
organizations may fail to take advantage of the positive effects of opportunities.
 A. Cost
B. Strength
C. Weakness
D. Risk

11. Service Financial Management is to ensure that all the financial investments and resources
are effectively used and support the strategy and plans of an organization, mainly focus on:
 ___________ refers to the predicting and approving financial resources for the service &
products & their management throughout their lifecycles. The approximation of the financial
resources and analysis will be done before allocating and approving the budget.
 Accounting refers to the activity which focuses on monitoring, managing and controlling the
financial resources like comparing the actual transaction with forecasted. It would involve
accounting of systems, ledgers, journals, chart of accounts etc.
 Charging refers to the charges claimed to the consumer for the services and products which
would involve invoicing. This can be an optional practice.
A. Budgeting
B. journalizing
C. Auditing
D. Closing

12. Which of the following is NOT CORRECT about Strategy Management Practice?
A. The purpose of Strategy Management Practices is to formulate the organization’s
direction, focused effort, to define and clarify priorities, to adopt the course of
action, allocation of resources necessary and to provide consistency in response to
the environment;
B. The strategy must stay rigid and unchanged, rather than being more fluid to keep
pace with environmental changes;
C. The strategy can serve as guiding direction which establishes criteria, mechanism
that help to decide how to best prioritize resources, capabilities, investment to
achieve the desired outcome;
D. The strategy must be translated into and implemented through execution of
tactical and operational plans for each organization unit.

13. The Supplier Management Practices, sometimes called the Sourcing Management is to
ensure that the organization leverage the contribution of its suppliers appropriately in the
achievement of its overall service management, to support the seamless provisioning of
 quality products and services. Further, _____________ has to be performed by orchestrating
all the suppliers involved in developing and delivering the products and services. This involves
Supplier Planning, evaluation and of supplier contracts, supplier categorization, contract
management, performance management, contract renewal or termination. Various different
type of supplier’s relationship exist based on the supplier strategy. That is:
 Insourcing – refers to the supply of the services which are developed and provisioned internally
within the organization.
 Outsourcing – refers to the supply of the services which are developed and provisioned external
to the organization
 Single Source of Partnership – refers to the procurement of services or products from the single
supplier or partner
 Multi sourcing – refers to the procurement of services or products from more than one supplier
or partner
A. Procurement Bidding
B. Supplier Selection
C. Service relationship management
D. Service Integration

14. The workforce and talent management practices involve the activities which focuses on
engagement of people and employees of the organization, enabling them to perform with
continued motivation and knowledge, and ensuring the availability of the right set of
capabilities in the organization.
 Workforce management – refers to the translating strategies of organization to desired
capabilities of organization.
 Recruitment – refers to identification and selection of right set of people resources with
right set of skills and capabilities.
 Performance measurement – refers to continual monitoring and measurement of the
performance, based on the skills, competencies required to assigned role.
 Personal development – refers to continual development of individual skills and
capabilities suitable for assigned job role.
 ______________ – refers to the targeted education & experiential learning adopted by an
organization to enable employees of organization with specific area of expertise and
specialization.
 Mentoring & succession planning – refers to the plan and activities applied for formal
mentoring, engaging and enhancing the ability of leadership capabilities.
A. Learning & Development
B. Leadership Opportunity
C. Job Rotation
D. Performance Appraisal