Business of IT Flashcards
What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?
Initiating standard changes to fulfill service requests
You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?
Engage
How does ‘service level management’ contribute to the ‘improve’ value chain activity?
Uses feedback from users about the service and requirements from customers to make the service better
How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?
It ensures that users continue to be productive when they need assistance from the service provider
The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?
Known error
What is usually included as part of ‘incident management’?
Scripts for collecting initial information about incidents
Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?
It can provide automated matching of incidents to problems or known errors
You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?
Normal
Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on?
How do we get there
Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?
Collaborate and promote visibility
Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.
Configuration item
What is the definition of an IT asset?
Any valuable component that can contribute to the delivery of an IT product or service
Define “Focus on value”
The functionality offered by a product or service to meet a particular need
Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Outcomes
You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?
Focus on value
What term best describes the perceived benefits, usefulness, and importance of something?
Value
What is problem management?
Problem management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
To ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Overall explanation
What is the purpose of ‘supplier management’?
To ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
What is a normal change?
A change that needs to be assessed, authorized, and scheduled by a change authority
Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?
What is the vision
Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?
Workflow management and inventory systems
Which guiding principle is most affected by the customer experience (CX)?
Focus on value
Which describes the nature of the guiding principles?
Guiding principles are recommendations, not mandates, that offer direction and guidance for organizations in various circumstances, particularly when adopting service management practices, rather than dictating specific actions or procedures
Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
Service desk
How does ‘service request management’ contribute to the ‘improve’ value chain activity?
Service Request Management (SRM) contributes to the improvement of value chain activities by ensuring efficient and effective handling of user requests, leading to increased user satisfaction, streamlined workflows, and ultimately, better resource allocation and overall operational efficiency
What is a normal change?
a normal change is a type of change that goes through the standard change management process. It is not classified as an emergency or a standard change. Normal changes require assessment, authorization, and detailed planning before implementation.
Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?
What is the vision
Which ITIL concept describes the service value chain?
(SVS) -service value system
Which value chain activity includes portfolio decisions for design and transition?
Plan
Which ITIL concept describes the service value chain?
(SVS) - Service Value system
Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.
Service
What is the definition of a service?
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
How does ‘service level management’ contribute to the ‘plan’ value chain activity?
Ensuring that the organization’s service level objectives are aligned with its overall business goals and strategies.
What is a service level agreement used for?
to define and formalize the expected service levels between a service provider and a customer. It serves as a documented agreement that outlines the specific services to be delivered, their agreed performance targets, and the responsibilities of both parties.
Setting Clear Expectations
Measuring Performance
Facilitating Communication
Guiding Improvements
Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
Standardized
How does ‘service request management’ contribute to the ‘improve’ value chain activity?
Supporting continuous enhancement of how service requests are handled. Here’s how it plays a role.
Analyzing Trends
Optimizing Workflows
Gathering Feedback
Enhancing User Experience
According to Information Technology Infrastructure Library (ITIL) practices, how does the service desk contribute to the service value chain?
A.) The service desk focuses on resolving high-level business process failures and strategic issues reported by senior management.
B.) The service desk helps make constant improvements, shares service updates, and manages incidents and requests by monitoring, assessing, and engaging with users.
C.) The service desk develops and implements new technologies and systems to enhance the IT infrastructure and service offerings.
D.) The service desk ensures long-term alignment with business objectives by providing strategic planning and governance for IT services.
Correct: That’s right! The service desk plays a vital role in the service value chain by engaging with users, supporting continual improvement with feedback, participating in the design and transition of services, and ensuring efficient delivery and support of services.
What is the primary function of the service desk within the Information Technology Infrastructure Library (ITIL) framework?
A.) To operate independently of other IT service management processes, focusing on immediate user support without connecting to broader service management tasks
B.) To be the main contact for users, handling their service requests and incident needs efficiently and clearly from start to finish
C.) To serve as the technical team responsible for the deployment and maintenance of IT infrastructure components
D.) To manage and resolve all technical issues directly without the need for escalation to other support teams
Correct: That’s right! The service desk is crucial for ensuring that users have a consistent point of contact with the service provider for all their needs, ranging from incident resolution to service requests, thereby enhancing user experience and service delivery efficiency.
What are the key benefits of leveraging automation within service request management?
A.) It ensures that every service request requires several manual approvals, increasing the security and oversight of the service request management process.
B.)Automation lets users handle some requests, like installing software, on their own, improving efficiency without needing direct help from IT.
C.) Automation restricts the types of service requests that can be submitted, limiting them to only those that can be completely automated from submission to closure.
D.) It exclusively enhances the financial management of IT services by reducing the cost associated with service delivery.
Automation in service request management enables self-service capabilities for certain requests, significantly improving efficiency and user satisfaction by allowing users to quickly fulfill their own needs.
How does service request management ensure effective and user-friendly handling of service requests within the Information Technology Infrastructure Library (ITIL) framework?
A.) By solely focusing on the delivery of new IT services and not on the provision of information or standard changes as part of normal service delivery
B.) By making request processes uniform and automatic, ensuring users know the status and when to expect completion
C.) By requiring manual approval for all service requests, regardless of their complexity or urgency, to ensure governance and control
D.) By treating all user-initiated requests as incidents to streamline the process of request fulfillment
Service request management improves service delivery by standardizing and automating request fulfillment, making processes more efficient and transparent, enhancing user satisfaction through clear communication, and setting expectations for fulfillment times.
How do workarounds contribute to problem management according to Information Technology Infrastructure Library (ITIL) practices?
A.) They are strategic tools used for service-level agreement (SLA) negotiations, ensuring service providers can meet their commitments without resolving the underlying problems.
B.) Workarounds serve as temporary solutions to reduce or eliminate the impact of incidents or problems for which a full resolution is not yet available, thus maintaining service continuity.
C.) Workarounds are used exclusively for financial management, optimizing the costs associated with incident and problem resolution.
D.) They are permanent solutions that address the root causes of problems, preventing future incidents from occurring.
Workarounds are crucial in problem management as they provide immediate, albeit temporary, solutions to incidents arising from known problems, thereby reducing their impact on service delivery and maintaining service continuity until a permanent solution is implemented.
What is the primary goal of problem identification in the Information Technology Infrastructure Library’s (ITIL) problem management practice?
A.) To negotiate and manage service-level agreements (SLAs) with customers and ensure services meet these agreed standards
B.) To identify and fix IT service and infrastructure problems early by analyzing trends, reviewing major incidents, and working with stakeholders to ensure service quality is maintained
C.) To document and manage the financial aspects of IT services, ensuring budget compliance and cost-effectiveness
D.) To provide immediate solutions to incidents as they occur, ensuring minimal disruption to business processes
Problem identification focuses on uncovering and documenting underlying issues that could lead to incidents, using various methods, including trend analysis and feedback from internal and external sources, to improve service quality by addressing these problems proactively.
How does effective problem management contribute to IT service improvement?
1.) By directly negotiating service-level agreements (SLAs) with customers to set realistic expectations for service performance
2.) By reducing the recurrence of incidents, improving service reliability, and enhancing user satisfaction through the identification and resolution of underlying problems
3.) By documenting and tracking service changes to ensure compliance with industry regulations
4.) By increasing the speed at which incidents are resolved without focusing on the underlying causes
Effective problem management leads to fewer incidents over time, improving the reliability and quality of IT services and increasing user and customer satisfaction.
What distinguishes problem management from incident management within the Information Technology Infrastructure Library (ITIL) framework?
1.) Problem management is only activated in response to major incidents, whereas incident management addresses all types of incidents.
2.) Problem management focuses on identifying and removing the root causes of incidents to prevent future occurrences, whereas incident management aims to restore service operation as quickly as possible after an incident.
3.) Incident management involves strategic planning for IT services, while problem management handles the daily operational tasks.
4.) Problem management deals with the financial aspects of IT services, whereas incident management focuses on technical support.
Problem management aims to prevent incidents from happening again by addressing their root causes, while incident management focuses on resolving incidents and restoring services quickly without necessarily solving the underlying issue.
How are incidents prioritized within the Information Technology Infrastructure Library (ITIL) incident management process?
1.) According to the seniority of the person reporting the incident
2.) Based on an agreed classification that considers their impact on the business and urgency, ensuring that incidents with the highest business impact are resolved first
3.) By the financial cost associated with the incident, with more expensive incidents receiving higher priority
4.) Based solely on the chronological order in which they are reported, to ensure fairness
In the ITIL incident management process, incidents are prioritized using a classification system that stakeholders have agreed upon. This system assesses incidents based on their impact on business operations and urgency. Higher impact and more urgent incidents are given precedence to ensure they are resolved first, minimizing potential negative effects on the business.
How does effective incident management contribute to the Information Technology Infrastructure Library (ITIL) service value chain?
1.) By managing the financial aspects of IT services to ensure cost-effectiveness and budget compliance
2.) By ensuring incidents are resolved promptly, supporting the “Deliver and Support” and “Engage” activities of the service value chain, and enhancing overall service quality
3.) By documenting service changes and ensuring they are implemented without disruptions
4.) By providing automated matching of incidents to known errors, facilitating quick diagnosis and recovery
Effective incident management plays a crucial role in the service value chain by ensuring the quick resolution of incidents, directly supporting the “Deliver and Support” activities, and maintaining effective engagement with users and customers by meeting their service expectations.
What is the primary purpose of incident management within the Information Technology Infrastructure Library (ITIL) framework?
1.) To manage the lifecycle of IT services from design to transition and operation
2.) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
3.) To prevent incidents from occurring by identifying and addressing root causes
4.) To document and track all changes to IT services and infrastructure
The main goal of incident management is to rapidly return service to normal operation, minimizing adverse effects on business processes and ensuring high service quality and availability.
How does change enablement contribute to the service value chain?
1.) It acts independently of the service value chain, focusing solely on technical implementation without integrating with other processes.
2.) It provides a structured approach to managing changes across all value chain activities, ensuring alignment with business objectives.
3.) It limits its scope to the planning phase of the service value chain to prepare for potential future changes.
4.) It exclusively focuses on the delivery and support aspects of the service value chain.
Change enablement contributes to all value chain activities, from planning and improvement to engagement, design, transition, and delivery support, ensuring changes align with business goals and add value.
What distinguishes standard changes from normal and emergency changes in the context of change enablement?
1.) Standard changes are the only changes requiring a full risk assessment and authorization process each time they are initiated.
2.) Standard changes are low-risk, pre-authorized changes that do not require additional authorization each time they are implemented.
3.) Standard changes must be implemented as soon as possible, often in response to an incident or critical need.
4.) Standard changes require the highest authorization level, typically from the management board or equivalent.
Standard changes are well understood, documented, and considered low risk, allowing them to be implemented without going through the full authorization process each time.
What is the role of a change authority within the change enablement process?
1.) To perform routine maintenance and updates without the need for further authorization
2.) To implement changes directly within the IT infrastructure
3.) To focus on managing the people aspects of organizational changes
4.) To assess, authorize, and oversee changes to ensure implementation is managed efficiently and effectively
The change authority plays a critical role in assessing the risks and benefits of proposed changes, authorizing them based on this assessment, and ensuring that changes are implemented efficiently, aligning with the organization’s goals.
What is the primary purpose of the service desk function in the Information Technology Infrastructure Library (ITIL)?
To manage the lifecycle of all identified service problems
To act as the primary point of contact between service providers and users for day-to-day activities
To control the entry of new assets into the IT environment
To ensure that the IT infrastructure is available and operational
The service desk is the single point of contact between the users and the service provider for all operational issues, requests, and communication.
The structured practice that ensures all changes are assessed, approved, managed, and implemented in a controlled manner ____
Change control management ensures that all changes to service and service management processes are carried out in a controlled and coordinated manner.
The ongoing activity of enhancing services and processes in alignment with changing business needs and feedback ____
Continual improvement management aims to ensure services and processes provide value by adapting and improving in line with business objectives and feedback.
The process that oversees and implements the movement of new or changed hardware, software, documentation, processes, or any other service component to live environments ____
Deployment management aims to oversee and implement the transition of new or changed service components into live operational use.
What is the primary purpose of service configuration management within the Information Technology Infrastructure Library (ITIL) service management framework?
To design new IT services and make changes and improvements to existing ones
To manage service delivery assets effectively and ensure their details are available when needed
To track changes and prevent unauthorized alterations to software and systems
To manage the technology needed to deliver and support services
The primary purpose of service configuration management is to maintain information about configuration items required to deliver IT services, ensuring they are accurately and properly managed throughout their lifecycle.
What is the primary purpose of release management within the Information Technology Infrastructure Library (ITIL) service management framework?
To protect the live environment and its services through the use of formal procedures and checks
To plan, schedule, and control the movement of releases to test and live environments
To ensure that IT services continue to meet the agreed-upon service levels
To provide a consistent and standardized method for efficient and prompt handling of all changes
The main purpose of release management is the successful deployment of IT service changes and releases, ensuring that they are delivered in a systematic, controlled, and efficient manner.
What is the primary purpose of monitoring and event management within the Information Technology Infrastructure Library (ITIL) service management framework?
To maintain an inventory of all IT assets and manage their utilization
To analyze and document the root cause of interruptions to IT services
To systematically observe services and service components and record and report selected changes of state identified as events
To manage the lifecycle of all identified events throughout the IT infrastructure
Monitoring and event management is primarily concerned with continuous observation and tracking of services and components to detect and report any changes, ensuring operational control and timely intervention.
What is the primary purpose of IT asset management within the Information Technology Infrastructure Library (ITIL) service management framework?
To track and report the performance of IT services to stakeholders
To manage the IT assets across the business units to support the management of the IT infrastructure
To ensure the cost-effective purchasing of all IT-related equipment and services
To maintain a repository of IT procurement contracts
IT asset management is concerned with overseeing the lifecycle of IT assets to ensure that they are utilized efficiently, accounted for, and provide value to the business.
What is the primary purpose of supplier management within the Information Technology Infrastructure Library (ITIL) service management framework?
To negotiate the best price for services from suppliers
To ensure that suppliers and the services they provide are managed to support the seamless provision of quality IT services
To directly manage the performance of services provided by IT
To document and store contracts and service-level agreements with suppliers
Supplier management in ITIL aims to effectively manage suppliers and their services to support the organization’s business outcomes through quality IT services.
What is the primary objective of relationship management within the Information Technology Infrastructure Library (ITIL) service management framework?
To negotiate contracts with third-party vendors for IT services
To document and manage the service levels required by the organization
To manage the portfolio of projects undertaken by the IT department
To establish and maintain a positive relationship between the service provider and the consumer
Relationship management aims to establish and nurture connections with customers to understand their needs and ensure sustained value co-creation.
The process of managing the lifecycle of all problems to minimize the adverse impact of incidents and problems on the business caused by errors within the IT infrastructure ____
Problem management involves managing the lifecycle of problems to prevent incidents and minimize the impact of incidents that cannot be prevented.
The process of managing requests from users that are not incidents, typically for information, advice, or for a standard change ____
Service request management is about processing user requests that are not incidents, such as requests for information or standard changes.
The process of managing the lifecycle of all incidents to ensure that normal service operation is restored as quickly as possible ____
Incident management focuses on rapidly restoring normal service operations following an interruption or degradation of service.
The process of planning, coordinating, drafting, agreeing upon, monitoring, and reporting on service-level agreements and the ongoing management of service quality ____
Service level management involves the negotiation, agreement, monitoring, and reporting of service-level agreements and the quality of service provided.
The ongoing practice of evaluating and enhancing services and processes to ensure they are aligned with changing business needs ____
Continual improvement is about enhancing services and processes.
The process of moving new or changed hardware, software, documentation, processes, or any other service component to live environments ____
Deployment is focused on the practical aspect of introducing service components into production, not on the ongoing enhancement process.
The practice of ensuring standardized methods and procedures are used for efficient and prompt handling of all changes ____
Change control management ensures that changes are introduced in a controlled and coordinated manner.
Any change of state that has significance for the management of an IT service or other configuration item ____
An event is any change of state that has significance for the management of an IT service or other configuration item
Any component that needs to be managed to deliver an IT service ____
A configuration item is any component that must be managed to deliver an IT service.
A problem that has been analyzed but has not been resolved ____
A known error is a problem that has been analyzed but not resolved.
The addition, modification, or removal of anything that could directly or indirectly affect services ____
Change involves adding, modifying, or removing anything that could affect services.
Any valuable component that can contribute to the delivery of an IT product or service ____
An IT asset is any valuable component that can contribute to the delivery of an IT product or service.
Which technical management practice can implement new computer components with the Big Bang approach?
Incident management
Infrastructure and platform management
Capacity and performance management
Deployment management
A big bang approach to deployment is one in which something is rolled out all out once, not in a phased approach.
Which management practice is used when restoring operations back to normal as quickly as possible?
Problem management
Monitoring and event management
Availability management
Incident management
Incident management is about minimizing the impact of incidents by restoring access as quickly as possible.
How do well-defined value streams and processes aid in identifying inefficiencies within IT service management?
By increasing the number of services offered to customers
By ensuring that all IT services are automated
By mapping out each step in the service delivery and management process
By mandating periodic audits of IT services
Mapping out each step allows organizations to see where delays, redundancies, or unnecessary complexities exist, facilitating targeted improvements to enhance efficiency.
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How do value streams and processes contribute to Information Technology Infrastructure Library (ITIL) service management?
By ensuring that IT services are only delivered in-house
By providing a framework for continuous improvement
By guaranteeing a fixed price for all IT services
By reducing the need for customer feedback
Value streams and processes contribute to ITIL service management by providing a structured approach to delivering services that include continuous improvement, ensuring services evolve to meet customer needs and business goals efficiently.
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Why is managing partners and suppliers critical in Information Technology Infrastructure Library (ITIL) service management?
To reduce dependency on internal resources
To enhance the security of IT services
To align external services with organizational goals
To ensure the cost-effectiveness of IT services
Managing partners and suppliers is critical to ensure that external services and products fully align with the organization’s goals, enhancing the overall service value and achieving business objectives.
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Which statement describes the importance of technology in the “information and technology” dimension of Information Technology Infrastructure Library (ITIL) service management?
Technology is used primarily to monitor the performance of external suppliers.
Technology is crucial for ensuring the physical security of organizational assets.
Technology provides the tools and platforms necessary for delivering and managing services.
Technology serves as the primary means of communication between team members.
This option correctly identifies the core importance of technology in the “information and technology” dimension, highlighting its role in enabling the effective delivery and ongoing management of IT services.
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What is a key focus of the “information and technology” dimension in Information Technology Infrastructure Library (ITIL) service management?
Organizing team-building activities
Managing the information and technology that support services
Negotiating contracts with external suppliers
Developing interpersonal skills among IT staff
This dimension emphasizes the importance of effectively managing both the information necessary for decision-making and the technologies that enable IT services. This is the cornerstone for delivering and supporting services aligned with ITIL practices.
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What is the primary goal of defining value streams and processes in Information Technology Infrastructure Library (ITIL) service management?
To centralize control over IT operations
To improve the efficiency of service delivery
To increase the speed of technological innovation
To reduce IT service costs
The primary goal of this dimension is to improve the efficiency and effectiveness of service delivery by clearly defining and optimizing the steps and processes involved in creating and delivering services.
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Which dimension of Information Technology Infrastructure Library (ITIL) service management involves mapping out the steps necessary to deliver services from initiation to delivery?
Information and technology
Organizations and people
Value streams and processes
Partners and suppliers
The “value streams and processes” dimension specifically involves mapping out and optimizing the steps and activities necessary to deliver services effectively, from initiation to delivery.
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What is the main purpose of managing partners and suppliers in Information Technology Infrastructure Library (ITIL) service management?
To centralize IT service management
To ensure quality and consistency in service delivery
To increase the organization’s market share
To develop new IT technologies
Ensuring quality and consistency in service delivery through effective management of partners and suppliers is the main purpose of this dimension, as it directly affects the value delivered to customers.
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Which dimension focuses on the management of relationships with third-party vendors and suppliers?
Value streams and processes
Organizations and people
Partners and suppliers
Information and technology
The “partners and suppliers” dimension specifically addresses how an organization manages its relationships and interactions with external vendors and suppliers to ensure the delivery of high-quality IT services.
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What is the focus of the “information and technology” dimension within Information Technology Infrastructure Library (ITIL) service management?
Defining service management policies
Managing and using information and technology to support services
Developing partnerships with suppliers
Organizing team activities
This dimension focuses on how information and technology are managed and utilized to support and enhance IT services, aligning with the goals of ITIL service management.
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Which dimension of Information Technology Infrastructure Library (ITIL) service management focuses on managing the technological aspects of delivering IT services?
Value streams and processes
Information and technology
Partners and suppliers
Organizations and people
The “information and technology” dimension deals with information management and the technological infrastructures supporting IT services.
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What does the “organizations and people” dimension of service management emphasize?
The development of new IT services
The management of external relationships
The roles and competencies of individuals in an organization
The importance of technology in service delivery
The “organizations and people” dimension emphasizes the roles, competencies, and cultural aspects of how people contribute to effective service management.
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Which dimension of service management focuses on the roles and responsibilities of individuals within an organization?
Partners and suppliers
Organizations and people
Information and technology
Value streams and processes
The “organizations and people” dimension specifically addresses how individuals are organized, their roles, responsibilities, and how they contribute to service management.
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What is the primary role of people in the “organizations and people” dimension of service management?
To ensure compliance with external regulations
To define service management policies and processes
To design and develop new IT services
To monitor and maintain IT infrastructure security
Defining service management policies and processes is essential in the “organizations and people” dimension. People in an organization drive the creation and enforcement of these policies, aligning IT services with business needs.
What is a service offering in the context of IT service management?
The method used by service providers to measure the performance and effectiveness of IT services
The combination of technology, processes, and people that a service provider uses to deliver services to customers
The details of a service’s features, costs, and benefits designed to meet the specific needs of service consumers
The process of monitoring and improving service quality post-delivery to ensure customer satisfaction
The process of monitoring and improving service quality post-delivery to ensure customer satisfaction.
What term best describes a service that is ‘fit for use’?
Warranty is defined as the assurance that a product or service will meet agreed requirements. When a service has warranty, it is referred to as ‘fit for use’.
Warranty is usually concerned with availability, capacity, capability, and security requirements.
What describes outcomes?
Results of a stakeholder
Which of these are a key focus of the ‘value streams and processes’ dimension?
Activities that transform inputs into outputs
During which step of the continual improvement model do you create your objective baseline measurement?
Where are we now
How does ‘service level management’ contribute to the ‘engage’ value chain activity?
Collects and processes feedback from customers and users
Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don’t have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?
Known error
Overall explanation
A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (hard drive is out of space), but not resolved (moving the large files to an external device to free up space), this is a known error.
What does a centralized service desk require?
Knowledge base
Overall explanation
A centralized service desk requires supporting technologies like workflow systems for routing and escalation, workforce management and resource planning systems, a centralized knowledge base, intelligent telephony systems, automatic call distribution, and remote access tools. Automation is wonderful and can provide efficiencies, but it is not required. Also, 24x7 support may not be a business requirement for some organizations. But, if you have a centralized service desk, you will need good remote access tools to be able to support users that are not located at your same location.
What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?
Provide trend, quality, and feedback information about requests
Overall explanation
This is the ‘improve’ activity. Improve includes the analysis of data to identify opportunities to provide new service request options. It also contributes to improvement by providing trend, quality, and feedback information about fulfillment of requests.
How does ‘service request management’ contribute to the ‘engage’ value chain activity?
It ensures that users continue to be productive when they need assistance from the service provider
It collects user-specific requirements, sets expectations, and provides status updates
By initiating standard changes to fulfill service requests
It acquires pre-approved service components to help fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates
Overall explanation
This is the ‘engage’ activity. Engage includes regular communication to collect under-specific requirements, set expectations, and to provide status updates.
What is NOT a phase in problem management?
Problem identification
Error control
Problem control
Incident logging
Incident logging
Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
Service desk
What is usually included as part of ‘incident management’?
Formalized processes for logging incidents
Name the practice that is supports the agreed quality of a service by handling all per-defined user-initiated service requests in a effective and user-friendly manner
Service Request Management Practice
Name the practice with fixed and agreed times of fulfillment
Service Request Management Practice
Name the practice:
Heat map
3 = Engage, Delivery/Support
2 = Design/Transition, Obtain/Build
1 = Improve
Service Request Management Practice
Name the practice:
Heat map
3 = Engage, Delivery/Support
2 = Design/Transition, Improve
1 = Obtain/Build
Service Desk Practice
Name the practice:
Heat map
3 = Plan, Improve, Engage, Delivery/Support
2 = Design/Transition, Obtain/Build, Delivery/Support
Service Level Management Practice
Name that practice that captures demand for incident resolution and service requests.
Service Desk Practice
Name that practice that should be the entry point and single point of contact for the service provider with all of its users.
Service Desk Practice
Name that practice that collects request and adds value and understanding
Service Desk Practice
Name that practice that has a practical understanding of the organization. List of skills are: Empathy, Incident analysis, Effective Communication
Service Desk Practice
Name that practice that sets a clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against the target.
Service Level Management Practice
Name that practice that is a set of tools, data, and information that is used to support service configuration management.
Configuration Management Practice
Name the practice:
Heat map
3 = Design/Transition, Obtain/Build
2 = Improve, Delivery/Support
1 = Plan, Engage
Configuration Management Practice
Name that practice that reduces the likelihood and improper incidents by identifying actual and potential causes and incidents, and managing workarounds and known errors
Problem Management Practice
Name the practice:
Heat map
3 = Improve, Delivery/Support
2 = Engage
1 = Design/Transition, Obtain/Build
Problem Management Practice
Name that practice that minimizes the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident Management Practice
Name that practice that improves incident records
Incident Management Practice
Name that practice that engages incidents so that they are visible to users.
Incident Management Practice
Swarming!!! Until resolved.
Incident Management Practice
Name the practice:
Heat map
3 = Engage, Delivery/Support
2 = Improve, Design/Transition, Obtain/Build
1 = Plan
Incident Management Practice
Name that practice of ensuring that risks are properly assessed.
Change Enablement Practice (Change Control)
Name that practice that authorized a change to process and managing a change schedule in order to maximize the number of successful service and product changes.
Change Enablement Practice (Change Control)
Name the practice:
Heat map
3 = Improve, Design/Transition, Obtain/Build, Deliver/Support
1 = Plan, Engage
Change Enablement Practice (Change Control)
Name that practice of aligning an organization’s practices and source with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
Continual Improvement Practice
Name the practice:
Heat map
3 = Plan, Engage, Improve, Design/Transition, Obtain/Build, Deliver/Support
Continual Improvement Practice
Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?
Deliver and support
Obtain/build
Design and transition
Plan
Design and transition
What is a normal change?
-A change that doesn’t need risk assessment because the procedure has been pre-authorized
-A change that is routine in nature, is fully documented, and the risks are well understood
-A change that doesn’t need risk assessment because it is required to resolve an incident
-A change that is scheduled, assessed, and authorized using a standard process
A change that is scheduled, assessed, and authorized using a standard process
What is usually NOT included as part of ‘incident management’?
Ensure expected performance levels are maintained
Observation of all services and service components to identify any change in state
Detailed procedures for the diagnosis of incidents
Use of specialized knowledge for complicated incidents
Detailed procedures for the diagnosis of incidents
Which practice would include a formalized process for logging unplanned interruptions to a service?
Incident management
Change management
Problem management
Service level management
Incident management
What is NOT a phase in problem management?
Problem identification
Problem control
Incident analysis
Error control
Incident analysis
How does ‘service request management’ contribute to the ‘obtain/build’ value chain activity?
-It analyzes data to identify opportunities to provide new service request options
-It collects user-specific requirements, sets expectations, and provides status updates
-By initiating standard changes to fulfill service requests
-It acquires pre-approved service components to help fulfill service requests
It acquires pre-approved service components to help fulfill service requests
How does ‘service level management’ contribute to the ‘design and transition’ value chain activity?
-Collects feedback during interactions and communicates service performance objectives to the operations and support teams
-Provides feedback from interactions with customers into new or changed services
-Provides information about the actual service performance and trends
-Provides objectives for component and service performance for products and services
Provides feedback from interactions with customers into new or changed services
Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?
Service consumption
Service provision
Service offering
Warranty of a service
Service provision
What is the definition of a configuration item?
-A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
-Any valuable component that can contribute to the delivery of an IT product or service
-A particular set of settings or options on a given piece of equipment
-Any component that needs to be managed in order to deliver an IT service
Any component that needs to be managed in order to deliver an IT service
What is the definition of a user?
-A person who uses services
-A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
-A person who authorizes budget for service consumption
-A person who works for an organization other than the service provider
A person who uses services
Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the ‘Profit and Loss (P&L)’ metrics for the month. What term best describes the P&L report that is produced each month?
Output
Value
Cost
Outcome
Output
Overall explanation
An output is a tangible or intangible deliverable of an activity. For example, a ‘Profit and Loss statement’ being produced might be an output of an accounting program. Since this program has multiple functions, it is unlikely that this one report is the desired outcome of the entire accounting program, therefore, the term output best describes the P&L report that is created by the program.
Which ITIL concept describes guiding principles?
Service value system
Four dimensions of service management
Service value chain
Practices
Service value system
Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services
Requirements
Functions
Capabilities
Products
Capabilities
Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?
Improve
Deliver/Support
Obtain/Build
Design/Transition
Obtain/Build
What should NOT be included in incident management?
-A formal process for logging and managing incidents
-Detailed procedures on how to diagnose, investigate, and resolve incidents
-Techniques for making investigation and diagnosis more efficient
-Scripts for the collection of information during initial contact with a user
Detailed procedures on how to diagnose, investigate, and resolve incidents
Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?
Problem management
Service level management
Change management
Incident management
Incident management
How does ‘service request management’ contribute to ‘design and transition’ activity?
-By collecting user-specific request requirements
-By acquiring pre-approved service components
-It analyzes data to identify opportunities to provide new service request options
-By initiating standard changes to fulfill service requests
By initiating standard changes to fulfill service requests
What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?
-Provide trend, quality, and feedback information about requests
-Initiate and fulfill standard changes
-Communicate with consumers to understand their requirements
-Fulfill the consumer’s service requests through acquisition of service components
Provide trend, quality, and feedback information about requests
What does a centralized service desk require?
Local service desk analysts
Complex automation
24x7 support
Remote access tools
Remote access tools
Your company has three service desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India. What type of service desk model is your company using?
Virtual
Centralized
Follow-the-sun
Local
Follow-the-sun
What is an example of an action a service request management employee would undertake as part of the ‘engage’ activity?
-Provide trend, quality, and feedback information about requests
-Initiate and fulfill standard changes
-Communicate with consumers to understand their requirements
-Fulfill the consumer’s service requests through acquisition of service components
Communicate with consumers to understand their requirements
How should an organization adopt ‘continual improvement’ methods?
-Use a new method for each improvement that the organization handles
-Select a few key methods to suit the types of improvement that the organization handles
-Build the capability to use as many improvement methods as possible
-Select a single method for all improvements that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
What term best describes a service that is ‘fit for purpose’?
Warranty
Output
Utility
Outcomes
Utility
Identify the missing word in the following sentence. [?] management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Availability
Event
Incident
Problem
Problem
Dion Training has outsourced the development of a mobile application to support their students’ learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?
Service offering
Service relationship management
Service provision
Service consumption
Service consumption
Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of ‘optimize and automate’, how should you approach the automation of this existing process?
-Identify all of the steps in the process and create an automated workflow that will route the form electronically to the authorized signatories
-Identify all of the steps in the process and eliminate any unnecessary steps in the process
-Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process
-Create a new process first and then automate it
Create a new process first and then automate it
