Agile for practitioners assessment

1) Which of the following is the least important consideration while forming a

Value Maximization team?

Associate's years of experience ----

Value Log entries selected for the sprint

Potential impact on BAU

Associate's skills

2) Who should be a Product Owner (PO) in a Value Maximization scrum team?

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.

3) Which of the following is an Agile way of working?

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.

4) Which of the following is not a benefit of Visualization of Work?

Reduced inflow of work items ----

Reduced status reporting overhead

Quick identification of blocked work items

Reduced cycle time of work items

5) Survey Q, Non-scoring: What benefits are you experiencing with Agile for CBO?
Select all that apply

I feel more productive ---

I feel better team spirit. ---

l am able to see the big picture of my work ---

I don't see any benefits

I feel more happy and empowered

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. ---

Automation team analyzes work items 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.

I have full freedom to create/update content without any review.

8) Which of the following are useful Visual Radiators?

Wall of fame to recognize the associates.

Key failure points and important rules & regulations on digital display/whiteboard
to keep the associates.

Key events and happenings on digital display/whiteboard to keep the associates

informed aware and alert.

All of the above ---

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.

All of the above ---

10) Which of the following is not a mandatory practice of Value Maximization Scrum?

Burndown Chart ----

Sprint

Value Log

Scrum Team

11) What is the best way to continuously capture and share a team's knowledge?

Continuously updating knowledge into a central repository ----

Conducting knowledge sharing sessions

Sharing knowledge during team meetings

Sharing knowledge through emails

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

Designating a team member to coordinate across locations

Having Daily Coordination Meetings among Location Leads

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

14) Which of the following is not recommended for Change implementation?

Perform multi-tasking while executing Change implementation steps ----

Perform impact analysis and highlight any risks in Change Advisory Board (CAB)
meeting

Follow Maker-Checker practice while executing the Change implementation steps

Review the implementation steps with the Change Requestor and ensure that there is
no ambiguity

15) Who can add entries to Value Log?

Anyone in the team. ---

Performance Improvement (PI) Champion

SMES of the team

Team Lead

16) What is the best approach for a team to keep the stakeholders continuously
updated on the work

status?

Sharing a digital/physical Kanban board that is continuously updated ---

Sending Daily, Weekly, and Monthly Status Reports

Explaining the status in Daily Status Update meetings

Designating a senior team member to keep the stakeholders updated

17) Which of the following is not a characteristic of a good Value Log entry?

An opportunity in which customer sees no value ----

opportunity that can be quickly implemented

An opportunity identified by those performing the BAU work

An opportunity with clear details on expected benefits

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 ---

Team Lead assigns work to team members without consulting them

One of the Senior SMES assigns work to team members without consulting them

Customer 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

False - Value Maximization Scrum must be done to achieve Audit compliance

BAU team should only do BAU work. They should not focus on anything else, including
Value

True Maximization Scrum

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

Both Option 1 and Option 2 ---

Wait for a detailed communication as you received only a brief communication

21) Which of the following is not an intended outcome of Collective Work

Management?

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

A team that is self-organized and a Lead who

A team that collaborates well and a Lead who acts as a servant leader

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RiO - Application Operation Competency

1) Introduction to ITIL

Practice Activity

Which of the following is not a characteristic of ITIL?

Standard for Service Management ----

Which entity owns ITIL now?

Axelos ---

What should a service always deliver to customers?

Value ---

What would you call the group of people who have an interest in the activities,
targets, resources and deliverables from Service Management?

Stakeholders ---

What is the result of carrying out an activity, following a process or delivering

an IT service known as?

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 ---

Which is the current version of ITIL in use?

ITIL v3 2011 ---

Assessment

A set of organizational capabilities to provide value to the customer in the form

of services
ITSM ---

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

Which of the following is an objective of Business Relationship Management (BRM)?

To ensure high levels of customer satisfaction ---

Understanding customer usage of services and how this varies over the business
lifecycle is part of which process?

Demand Management ---

The main purpose of the Service Portfolio is to describe services in terms of?

Business value ---

Which two elements of Financial Management for IT Services (FMITS) are mandatory?

Budgeting and accounting ---

What is another phrase which represents Warranty?

Fit to Use ---

What is In-sourcing?

Utilizing internal organisational resources for all stages in the lifecycle ---

Which one of the following should IT services deliver to customers?

Value ---

Which of the following BEST describes service strategies value to the business?

Enabling the service provider to have a clear understanding of what levels of

service will make their customers successful ----

Which statement about value creation through services is CORRECT?

The customer's perception of the service is an important factor in value creation

---

What is Service Pipeline?

All services that are at a conceptual or development stage, or are undergoing

testing ----
Assessment

This involves identifying assets that may be used as building blocks for the
creation of services

Strategic Asset Development ---

What is the most important key performance indicator (KPI) for business
relationship management?

Customer Satisfaction ---

What are the 4 p's of service strategy

perspective, position, plans, and patterns ---

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3 - Service Design

Practice Activity

Which one of the following is it the responsibility of supplier management to

negotiate and agree?

Third-party contracts ---

Which one of the following is the purpose of Service Level Management?

To ensure that an agreed level of IT service is provided for all current IT

services ---

What is the BEST description of an operational level agreement (OLA)?

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?

People, process, products, partners ---

Which one of the following is an objective of Service Catalogue Management?

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?

The design of market spaces ---

Within service design, what is the key output handed over to service transition?

Service design package ---

Which one of the following is NOT part of the service design stage of the service
lifecycle?

Designing and maintaining all necessary service transition packages ---

Which is the CORRECT list for the three levels of a multi-level Service Level
Agreement (SLA)?

Corporate, Customer, Service ---

Availability management is directly responsible for the availability of which of

the following?

IT services and components ---

Within service design, what is the key output handed over to service transition?

Service design package ---

Assessment
There are three types of option for structuring SLA. One of them is?

Multilevel ---

What is service based SLA?

agreement is established for all customers using the services ----

What are the 4P of design?

People, Processes, Product, Partner ---

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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

Which one of the following is the BEST description of a relationship in Service

Asset and Configuration Management (SACM)?

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?

To design and develop capabilities for Service Management

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

Which one of the following is an objective of service transition?

To ensure that service changes create the expected business value

Who is responsible for defining metrics for Change Management?

The Change Management Process Owner

Which of the following options is a hierarchy that is used in Knowledge Management?

Data - Information - Knowledge - Wisdom

Which of the following is NOT an objective of service transition?

To provide training and certification in Project Management

What is the name of the group that should review changes that must be implemented
faster than the normal change process?

Emergency Change Advisory Board (CAB)

Which one of the following statements BEST describes a Definitive Media Library
(DML)?

A secure library where definitive authorised versions of all media Configuration

Items (Cls) are stored and protected

Assessment

1) How would you most accurately describe a change to a service for which the
approach is pre-authorized?

A Standard Change

2) What is Configuration Baseline -- CI's

Both 1 and 2 is correct

3) Service Transition process focus on which of the following:

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:

If Change Management is implemented without Configuration Management; the result

will be less effective

6) Which of the following is NOT a purpose of Service Asset and Configuration

Management (SACM)?

To identify, control, record, audit, verify and provide reports on service assets
and Configuration Items

5 - Service Operation

Where would you expect incident resolution targets to be documented?

A Service Level Agreement (SLA)

Which of the following is NOT a valid objective of Problem Management?

To restore service to a user

What are the categories of event described in the ITIL service operation book?

Informational, warning, exception

Which of the following BEST describes the purpose of Access Management?

Provides the rights for users to be able to use a service or group of services

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

Which one of the following is the BEST description of a service request?

A request from a user for information, advice or for a standard change

The BEST description of an incident is:

An unplanned interruption to service or a reduction in the quality of service

Which one of the following activities does Application Management perform?

Ensuring that the required functionality is available to achieve the required
business outcome

What is the result of carrying out an activity, following a process or delivering

an IT service known as?
Outcome

Access Management is closely related to which other process?

Information security management

Which one of the following do major incidents require?

Separate procedures

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 of the following is not a source of the inputs of Problem management?

Service Desk --- Access Management

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)

Which of these four conflicting goals do service operations balance?

Internal IT focus versus External IT focus Stability versus Responsiveness Reactive
versus Proactive approach Quality of service versus Cost of Service

Which of the following is NOT a function of technical management?

responsible for managing applications throughout their lifecycle.

How many functions are there in the Service Operation stage?

4

"Compromise of system or server integrity" is

Security Problem --- IT Security Incident

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6 - Continual Service Improvement

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 ---

Which one of the following do technology metrics measures?

Components ---

Assessment

The CSI initiatives are tracked in a database called CSI Register

FALSE

Which is an important practice to be consider, when we plan for service

improvements?
Service improvement targets should be measurable, linked to business objectives and
documented in a plan.

Service improvement must focus on :

All of these

ITIL Final Assessment

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

“Services are a means of delivering value to customers by facilitating the outcomes

customers want to achieve without the ownership of specific costs and risks.” Which
entity owns the risks?
Ans) The service provider

Which of the following statements is correct?

1. All processes should have an owner.
2. A process takes one or more inputs and turns them into defined outputs, such as
process reports and reviews.
3. All processes’ objectives must be defined in measurable terms.
4. All processes must have an objective.
Ans) All of the above

What are the three elements of the Service Portfolio?

Ans) Service Pipeline, Service Catalogue, Retired Services
Which of the following statements BEST describes one of the purposes of Service
Analytics?
Ans) Service Analytics is useful to model existing components and services to the
higher-level business services

Which of the following are generic elements of a process?

1. Process Activities
2. Process policy
3. Process roles
4. Process metrics.
Ans) All of the above.

Which of the following statements is incorrect about patterns of demand generated

by the customer’s business?
Ans) Understanding patterns of business activity is unimportant.

Which of the following would be used to communicate a high-level description of a

major change that involved significant cost and risk to the organization?
Ans) change proposal

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 is the role of the emergency change advisory board (ECAB)?

Ans) To assist the change manager in speeding up the emergency change process so
that no unacceptable delays occur

What guidance does ITIL give on the frequency of production of service reporting?
Ans) Reports should be produced weekly

Which of the following is not a primary concern of Service Strategy?

Ans) Defining a Release Plan

How many phases are there in the Service Lifecycle?

Ans) 5

True or False? A customer’s perceptions, customer’s pre-established preferences,

and actual business outcomes all influence the value of a service.
Ans) True

Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
Ans) All of the above

Which of the following activities is the Service Owner of a specific service

responsible for?
1. Representing the service in Change Advisory Board meetings.
2. Participating in negotiating Service Level Agreements
3. Defining the process strategy
4. Liaising with the appropriate Process Owners
Ans) 1, 2, and 4 only

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

Which of the following are reasons for investing in Service Management?

Statements
1 Increased customer satisfaction
2 Increased levels of availability
3 Reduction in the number of Incidents
4 Increased number of SLA breaches
Ans) 2, 3 and 4 only

For which of the following is the Service Catalogue Manager responsible?

1. Ensuring that information within the Service Pipeline is accurate and up to
date.
2. Ensuring that information in the Service Catalogue is consistent with
information in the Service pipeline.
3.Ensuring that all operational services are recorded in the service catalogue.
4.Ensuring that the information in service catalogue is accurate and backed up.
Ans) 1 and 2 only

Which one of the following statements about a change model is CORRECT?

Ans) Escalation procedures are outside the scope of a change model

Which is the best description of a Service Catalogue?

Ans) A database or structured document with information about all live IT services,
including those available for deployment
Which of the following pieces of data is LEAST useful when diagnosing an Incident?
Ans) The cost of the CI that is affected by the Incident