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Business of IT - Applications > CyberVista > Flashcards

CyberVista Flashcards

1
Q

Which IT management practice provides a list of services available and instructions on how to obtain these services?

A

Request fulfillment

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2
Q

Which type of change is low risk, pre-authorized, and fully documented?

Can be implemented without needing additional authorization and are often initiated as service requests. They can also be operational changes.

A

Standard change

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3
Q

Which of the following service value system components is defined as a system or framework used to control and manage activities in an organization?

One of five service value system components.

A

Governance

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4
Q

Which statement is true of traditional/waterfall environments but NOT true of Agile/DevOps environments?

A

Release management and deployment are a single process.

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4
Q

Which of the following statements are CORRECT about the outcomes of services?

A

They can be a tangible delivery of an activity.

They can be an intangible delivery of an activity.

There can be multiple outputs of a single service.

They are enabled by one or more outputs.

The provider and consumer can work together to understand the desired outcomes.

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5
Q

Which of the following is NOT one of the six value chain activities?

A

Six Value Chain Activities: Plan, Engage, Design and Transition, Obtain/Build, Deliver and support, Improve.

Improvise is the correct answer.

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5
Q

Which set of functions, processes, methods, roles, and activities of a service provider provide value to the customer?

A

Service Management

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5
Q

Which dimension of service management is “concerned with how various parts of an organization work in an integrated and coordinated way to enable value creation through products and services?

A

Value Streams and Processes

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5
Q

7 ITIL Guiding Principles

A

Focus on value.

Start where you are.

Progress iteratively with feedback.

Collaborate and promote visibility.

Think and work holistically.

Keep it simple and practical.

Optimize and automate.

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6
Q

Re-create the Continual improvement model in the correct order.

A

What is the vision?

Where are we now?

Where do we want to be?

How do we get there?

Take action?

Did we get there?

How do we keep the momentum going?

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7
Q

What are the four dimensions of Service Management?

A

Organizations and People

Information and Technology

Partners and Suppliers

Value streams and Processes

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8
Q

Organization and people dimension (4 Dimensions of Service Management)

A

Addresses roles and responsibilities, formal organizational structures, culture, and required staffing and competencies. People are a key element of this dimension, and in addition to skill and competencies, attention should be paid to management and leadership styles, and to communication and collaboration skills.

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9
Q

People

A

Key element of the organization and people dimension.

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10
Q

Information and Technology dimension

A

Addresses both the information created, managed, and used to facilitate value co-creation and deliver a service, as well as the technologies that support and enable that service. A key element of this dimension is how information is exchanged between different services and service components, and optimization of the information architecture of the various services.

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11
Q

Partners and suppliers dimension

A

Addresses an organization’s relationships with other organizations involved in value co-creation and service delivery, including contracts and other agreements. There are many factors that may influence an organization strategy when using suppliers.

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12
Q

Value stream and process dimension

A

Addresses the activities that organizations undertake, and how they are organized to efficiently and effectively enable value co-creation for stakeholders.

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13
Q

Value Stream

A

A series of steps used to create and deliver products and services.

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14
Q

Process

A

A specific set of activities that transforms inputs into outputs.

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15
Q

Information and technology dimension

A

For many services, information management is the primary means of enabling customer value.

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16
Q

Information and technology dimension

A

Key consideration is this dimension is how information is exchanged between different services and service components.

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17
Q

Information and technology dimension

A

Security and regulatory compliance requirements are a focus of this dimension.

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18
Q

Culture

A

May have a significant impact on the technologies it chooses to use.

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19
Q

Partners and Suppliers dimension

A

One method an organization may use to address this dimension is service integration and management.

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20
Q

Value Stream and Processes dimension

A

Dimension to successfully create, deliver, and improve a service.

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21
Q

Value Stream

A

A series of steps used to create and deliver products and services.

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22
Q

Process

A

is a specific set of activities that transforms inputs into outputs.

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23
Q

Which of the following tasks is NOT the responsibility of information security management?

A

Measuring resource and service performance.

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24
Q

Which statement is true regarding the relationship between Problem management activities and Incident management activities?

A

They can both complement or conflict with each other.

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25
Q

Which guiding principle covers considering what is already available to be leveraged before building something new?

A

Start where you are.

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26
Q

Which of the following factors may influence an organization’s strategy when using suppliers?

A

All of the options.

Strategic focus

Corporate culture

Subject matter expertise

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27
Q

Collating and analyzing customer engagement is an important part of Service level management. Which questions should be considered when participating in customer engagement?

A

All of the opttions

What is the best measure of your success?

How could we help you further?

Does technology help, and how?

What are your goals for this year?

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28
Q

Which practice can uncover issues that are managed through Continual Improvement?

A

Problem management

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29
Q

Which of the following statements is/are an example of a service request?

A

Request to access an Instant Messenger (IM) application.

Request to reset a user password.

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30
Q

Which practice is responsible for interfacing with Incident management to evaluate Service Level Agreements (SLAs)?

A

Service level management

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31
Q

Which of the following are inputs to Problem management?

A

All of the options

Incident records

Known errors

CI information from the CMDB

Information from other processes

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32
Q

When applying the Collaborate and promote visibility principle, which advice should be considered?

A

All of the options

Collaboration does not mean consensus.

Communicate in a way the audience can hear.

Decisions can only be made on visible data.

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33
Q

A recent security breach on a single computer at your organization has resulted in the need to deploy a security fix on several computers. You develop a procedure for deploying the fix on the computers and record everything in the Configuration Management System (CMS). Of which of the following items is this example?

A

Change

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34
Q

What is one way that automation, AI, and chatbots could influence Service desks?

A

They provide more self-service logging and resolution.

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35
Q

Which of the following service value system components encompasses the creation of organizational resources to reach an objective or conduct work?

A

Practices

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36
Q

Which of the following statements is/are NOT correct about the service desk staff?

A

The service desk should employ high-level technical staff.

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37
Q

Which of the following terms accurately represent the letters in the acronym used in PESTLE, which are the external factors that influence or constrain service providers?

A

Political, economic, social, technological, legal, environmental.

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38
Q

Which ITIL management practice uses a management tool or agent to indicate when an abnormal operation, such as an incorrect password, has occurred?

A

Monitoring and event management

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39
Q

How should an organization focus on applying the guiding principles?

A

Focus on the relevance of each guiding principle and how they all apply together.

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40
Q

Which of the following statements can be CORRECT regarding the utility of a service?

A

All of these statements are true

It is the functionality offered by a product or service to meet a particular need.

It can be summarized as “what the service does”.

It can be used to determine whether a service is “fit for purpose”.

It can support the performance of the consumer.

It can remove the constraints from the consumer.

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41
Q

Which entity is responsible for paying for a service?

A

Customer

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42
Q

Which value chain activities involve Continual Improvement?

A

All value chain activities

Plan, Improve, and Engage

Plan and Improve

Plan, Improve, and Obtain/Build

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43
Q

Your organization’s IT department has identified a change that is extremely important and must be implemented as soon as possible. What should be implemented?

A

An emergency change.

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44
Q

Which statement regarding IT asset management is INCORRECT?

A

IT asset management develops and manages appropriate Operational Level Agreements (OLAs).

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45
Q

Which statement regarding Service level management is INCORRECT?

A

Service level management provides a single source of consistent information on all of the agreed upon services.

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46
Q

Working in a time-boxed, iterative manner with feedback loops embedded into the process allows for which of the following?

A

All of these options

Greater flexibility

Faster responses to customer and business needs.

The ability to discover and respond to failure earlier.

An overall improvement in quality.

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47
Q

What is the standard whereby a change becomes part of the Service request management practice?

A

Cost and risk are low.

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48
Q

_______ includes application and data architectures that detail physical and logical data assets.

A

Information systems architecture

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49
Q

Which of the following would be a technology required by a centralized Service desk?

A

All of these options.

Remote access tools

Configuration management systems

Workflow systems

Dashboard and monitoring tools

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50
Q

Which of the following is NOT a high-level step on the path to optimization?

A

Inform stakeholders of the optimization after implementation.

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51
Q

Both _____ and _____ could affect the technology an organization chooses to use.

A

Nature, culture

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52
Q

Which of the following examples could be considered the warranty of a cloud service?

A

24/7 uptime

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53
Q

Which of the following options should be eliminated if they do not provide a useful outcome?

A

Process, Service, Action and Metric.

Data should never be eliminated, regardless of outcome.

54
Q

Identify the missing words in the following sentence:

Service relationship management is defined as “joint activities performed by a(n) ____ and a(n) ____ to ensure continual value co-creation based on agreed and available service offerings.”

A

Service Provider, Service Consumer

55
Q

The central element in the SVS is the ____, an operating model which outlines the key activities required to respond to demands and facilitate value realization through the creation and management of products and services.

A

Service value chain

56
Q

Which of the following supplier management activities includes classifying suppliers periodically and after a contract has been newly awarded or updated/revised?

A

Supplier categorization

57
Q

As a service provider, your organization provides services to several organizations. Management is concerned that some of the services are not creating value for the customers.

Which of the following factors do NOT define service value?

Customer preferences, business outcomes, customer perceptions or knowledge level

A

Knowledge level

58
Q

Fill in the missing word(s).

As part of the keep it simple and practical guiding principle, always ask whether ____ when analyzing a practice, process, service, metric, or other improvement target.

A

it contributes to value creation.

59
Q

Which of the following is NOT a step of the Continual Improvement model?

A

Where were we?

60
Q

Which key Service design role is responsible for ensuring that the levels of service quality are agreed on and met?

A

Service Level Manager

61
Q

Which of the following statements is NOT correct regarding outputs of services?

A

They are a result for a stakeholder.

62
Q

Which of the following is a valid reason for monitoring and measuring services?

A

To validate

To direct

To justify

To intervene

63
Q

Which of the following activities does NOT apply to error control?

A

Re-assessment of the effectiveness of workarounds.

64
Q

Which of the following is NOT part of service consumption?

A

The receiving of goods.

65
Q

An IT service organization wants to provide a Service desk facility to its users by recruiting Service desk staff that will provide service support from their homes. Which type of Service desk organizational structure should the IT service organization implement?

A

local Service desk

66
Q

Which role in the Service design practice should ensure that all service definitions are documented and communicated to all relevant parties?

A

Service Catalogue Manager

67
Q

Which IT management practice provides a list of services available and instructions on how to obtain these services?

A

Service request management

68
Q

What term refers to the act of sharing awareness or transferring ownership of an issue or a work item?

A

escalation

69
Q

Which entity is responsible for the outputs of service delivery?

A

Provider

70
Q

Which of the following facets affects the value of a service?

A

All of the options

Customer preferences

Customer perceptions

Business outcomes (Usually the only measurable facet of service value).

71
Q

Which statements are true regarding service management?

A

Services are perishable.

Service management outcomes should meet business needs.

If services are not used, they lose their value.

72
Q

A service offered by your organization is meeting all key business requirements based on a service level agreement. However, the customers are generally dissatisfied with the service, even though all reports are in the green. What is the term for this situation?

A

watermelon SLA effect

73
Q

An incident management technique used by organizations that involves many different stakeholders initially working together until there is clarity about who should help resolve the issue.

A

Swarming

74
Q

Ensures that the business, services, and IT components conform to the capacity and performance management plan. This includes verifying service level agreements (SLAs).

A

Capacity Manager

75
Q

Ensures that the service continuity plans and recovery plans coincide with the business continuity plans. This includes creating a business impact analysis (BIA) and risk analysis.

A

IT Service Continuity Manager

76
Q

Uses a management tool or agent to indicate when an abnormal operation, such as an incorrect password, has occurred. This practice detects and analyzes events and determines the appropriate action to take.

A

Monitoring and Event Management

77
Q

Handles all incidents, including failures and user queries. This practice is responsible for ensuring that an affected service recovers as quickly as possible to minimize its impact on the business.

A

Incident management practice

78
Q

Handles all problems. Problems are the underlying reason behind one or more incidents. This practice is primarily responsible for preventing problems and incidents by eliminating repeat incidents and minimizing the impact on the incidents not prevented.

A

Problem management practice

79
Q

Stakeholders who are responsible for providing services that are used by an organization.

A

Suppliers

80
Q

Defined as a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

A

Customers

81
Q

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.

A

Stakeholder

82
Q

A sudden, unplanned event that causes great damage or loss to an organization. It can prevent an organization from performing critical business functions for an extended amount of time.

A

Disaster

83
Q

Activities performed by an organization to provide services.

A

Service provision

84
Q

A list of minimum requirements that a service of a service component must meet for it to be acceptable to key stakeholders.

A

Acceptance criteria

85
Q

Which ITIL management practice captures and reports on service issues, including performance against defined service levels?

A

Service level management

86
Q

Establishes a shared view of the services and target service levels with customers.

A

Service level management

87
Q

Ensures the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services.

A

Service level management

88
Q

Performs service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers.

A

Service level management

89
Q

A combination of multiple Service desks located in different geographical regions. Each Service desk operates only uring its local business hours and hands over pending cases at the end of the business day to another Service desk that is about to start its business day. During business hours, each Service desk handles its own issues and those handed over by other Service desks.

A

Follow-the-sun Service desk model

90
Q

Implemented when Service desk personnel are located in different geographical regions and use the Internet or other tools to give users the impression that there is a centralized Service desk providing services.

A

virtual Service desk model

91
Q

Implemented when multiple Service desks from different locations are merged into one Service desk at a central location.

A

centralized Service desk

92
Q

Activities that manage known errors and fall under the Problem management practice.

A

Error control

93
Q

The process of having external suppliers provide products and services that were previously provided internally.

A

Outsourcing

94
Q

A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.

A

Feedback loop

95
Q

Which of the following is NOT a cost a consumer needs to consider when assessing the value if a service?

A

Security breaches

96
Q

A possible event that could cause harm or loss or make it more difficult to achieve objectives.

A

Risk

97
Q

Two types of costs involved in service relationships.

A

Costs removed from consumer by the service and costs imposed on the consumer by the service.

98
Q

Which guiding principles should be most closely followed when applying the Optimize and automate guiding principle?

A

Focus on value - Selecting what to optimize and automate and how to do so should be based on what will create the best value for the organization.

Start where you are - The technology already available in the organization may have features or functionalities that are currently untapped or under-utilized. Make use of what is already there to implement opportunities for optimization and automation quickly and economically.

Progress iteratively with feedback - Iterative optimization and automation will make progress visible and increase stakeholder buy-in for future iterations.

Keep it simple and practical - It is possible for something to be simple, but not optimized, so use these two principles together when selecting improvements.

Collaborate and promote visibility and Think and work holistically should not be applied to the Optimize and automate guiding principle.

99
Q

Which role is responsible for processing service requests?

Manages all service desk activities.

Ensures that Service request management activities are being performed according to the documented process.

A

Service desk Manager

There is no seperately defined Service request management Manager role. The Service request management activities are usually owned by the Service desk Manager.

100
Q

Responsible for the effectiveness of Incident management activities.

A

Incident Manager

101
Q

Responsible for the effectiveness of Problem management activities.

A

Problem Manager

102
Q

Gathers updates on the changing business needs.

Identifies and understands the current and future service requirements of customers and then documenting them in Service Level Agreement (SLA) and Service Level Requirement (SLR) documents.

Negotiates and agrees upon levels of service to be delivered with the customer.

Negotiates and agrees on Operational Level Agreements (OLAs).

Contributes to the creation and management of a precise service portfolio, service catalogue, application portfolio, and the corresponding maintenance procedures.

A

Service Level Manager

103
Q

Responsible for the management of underpinning contracts and agreements.

Responsible to ensure that value for monetary investments is achieved from all IT suppliers and underpinning contracts.

Reviews and analyzes risk for all supplies and contracts on a regular basis.

Negotiates and agrees to contracts.

Updates the Supplier and Contract database.

Plans for possible closure, renewal, or extension of contracts.

A

Supplier Manager

104
Q

Responsible for ensuring that the IT security is aligned with the security policy risks and impacts.

Responsible for ensuring that the confidentiality, integrity, and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA).

A

Security Manager

105
Q

Responsible for coordinating and deploying quality solution designs for services and processes.

Ensures that the overall service strategies are reflected in the Service design practice and the service designs that are produced.

Measures the effectiveness and efficiency of Service design and the supporting processes.

Produces quality, secure, and resilient designs for new or imroved services, technology architecture, processes, or measurement systems that meet all the agreed current and future IT requirements of the organization.

A

Service design Manager

106
Q

The five service value system components

A

Governance

Guiding principles

Service value chain

Continual Improvement

Practices

107
Q

Help direct an organization, even through any changes to its management strcuture, work, goals, or other areas.

A

Guiding principles

108
Q

Organizational activities used to implement a service or product to promote value realization.

A

Service value chain

109
Q

Reoccurring organizational activities that help meet stakeholders’ expectations.

A

Continual improvement

110
Q

Organizational resources created to reach an objective or conduct work.

A

Practices

111
Q

What is defined as “a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction?

A

Cloud computing

112
Q

Refer to the recommendations that guide an organization in all circumstances, regardless of changes to its goals, strategies, types of work, or management structure.

A

Guiding principles

113
Q

Refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention.

A

Automation

114
Q

Means to make something as effective and useful as it needs to be.

A

Optimization

115
Q

Which step of the Continual improvement model is most closely linked with the Start where you are guiding principle?

A

Where are we now?

116
Q

Which step of the Continual improvement model is most closely linked with the Take action guiding principle?

A

Focus on value.

Progress iteratively with feedback.

Collaborate and promote visibility.

117
Q

Which step of the Continual improvement model is most closely linked with the What is the vision guiding principle?

A

Focus on value.

Collaborate and promote visibility.

Think and work holistically.

118
Q

Which step of the Continual improvement model is most closely linked with the How do we get there guiding principle?

A

Progress iteratively with feedback.

Collaborate and promote visibility.

Think and work holistically.

Keep it simple and practical.

119
Q

What is the primary use of the Definitive Media Library (DML)?

A

Stores and protects all authorized versions of software and documentation.

Includes both software developed on site and software purchased from software vendors.

A secure library used to store master copies of authorized versions.

Should not be used to store backup software or application data.

120
Q

Used to store the lifecycle and details of an incident.

A

Incident Record

121
Q

Used to store information about all existing IT services, including the ones that are ready and available for deployment.

A

Service catalogue

122
Q

Used to manage applications throughout their lifecycle.

A

Application portfolio

123
Q

Which of the following is NOT one of the three technical management practices modified and adapted from technology management domains by focusing on IT services?

A

Release management

124
Q

The three technical management practices of ITIL Service Value Management

A

Deployment and management

Infrastructure and platform management

Software development and management

125
Q

A(n) ____ is a valuable component that supports the implementation of an IT service or product.

A

IT asset

126
Q

IT asset management

A

Supplying legacy and current reports, support, and data about IT assets.

Defining and managing the content and structure of the asset register, as well as the facilities for assets and media.

Monitoring the asset lifecycle and documenting asset changes.

Auditing media and assets and undertaking corrective actions and improvements.

127
Q

____ is an occurrence that is significant for the management of the IT infrastructure or delivery of services.

A

Event

128
Q

Defined as any asset or component that is under the control of Configuration Management.

A

Configuration item

129
Q

Other items that can be considered CIs

A

Software, network infrastructure, buildings, documentation, and suppliers

130
Q

____ is the addition, modification, or removal of a service or service component and its associated documentation.

A

Change

131
Q

Examples of key outputs include operational, tactical and strategic plans, and architectures and portfolio decisions from Design and transition. They also include but are not limited to: improvement status reports and improvement initiatives for value chain tasks.

A

Plan

132
Q

Examples of key outputs include value chain improvement initiatives and contract agreements for Engage. They also include: improvement status reports for value chain tasks and contract requirements for Engage.

A

Improve

133
Q

Examples of key outputs include service and product requirements for Design and transition and support tasks for Deliver and support. They also include: stakeholder feedback for Improve and project change or initiation requests for Obtain/build.

A

Engage

134
Q

Examples of key outputs include specifications for Obtain/build and changed, new services and products for Deliver and support. They also include: contract requirements for Engage and performance information for Improve.

A

Design and transition

135
Q

Examples of key outputs include service components for Deliver and support, data about changed and new components to value chain tasks. They also include: service elements for Design and transition and contract requirements for Engage.

A

Obtain/build

136
Q

Examples of key outputs include delivery of services to users and customers, change requests for Obtain/build. They also include data on user support task completion for Engage and improvement opportunities for Improve.

A

Deliver and support

Business of IT - Applications (7 decks)

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