Dion Practice Tests Missed Flashcards
What is the purpose of the ‘relationship management’ practice?
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Overall explanation
Relationship management is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
Identify the missing word in the following sentence. Service ___________________ management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Level
Overall explanation
Service level management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
What is the purpose of the ‘problem management’ practice?
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Overall explanation
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.
What is the definition of utility?
The functionality offered by a product or service to meet a particular need
Utility is 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
Overall explanation
A customer is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
What is the definition of an IT asset?
Any valuable component that can contribute to the delivery of an IT product or service
Overall explanation
An IT asset is any valuable component that can contribute to the delivery of an IT product or service.
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
Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?
Design and transition
Engage
Obtain/build
Deliver and support
Obtain/build
Overall explanation
The ‘obtain/build’ value chain activity ensures that service components are available when and where they are needed and meet agreed specifications. Configuration of the devices based upon the designs provided would best be classified as an action that occurs during the ‘obtain/build’ value chain activity.
Who is responsible for approving a change within the organization?
Change authority
Overall explanation
The change authority is a person or group responsible for authorizing a change. For a standard change, the change might be pre-authorized for all future changes of the same type. For an emergency change, this might be the IT director. Regardless of their named position, when they are authorizing a change based on the organization’s defined level of authority, they are the change authority.
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
Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors. While the tools may help with resolving incidents faster, they cannot automatically ensure that incidents are resolved within the agreed timeframes from the SLA.
What is usually included as part of ‘incident management’?
Scripts for collecting initial information about incidents
Detailed procedures for the diagnosis of incidents
Authority to implement changes to a system
Observation of all services and service components to identify any change in state
Scripts for collecting initial information about incidents
Overall explanation
This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents.
You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?
Incident
Workaround
Problem
Event
Problem
Overall explanation
A problem is a cause, or potential cause, of one or more incidents. Since you have received 13 calls (13 potential incidents), and the common issue appears to be the domain controller, the domain controller might be the problem.
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
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 ensures that users continue to be productive when they need assistance from the service provider
Overall explanation
This is the ‘deliver and support’ activity. Deliver and support ensures users continue to be productive when they need assistance from the service provider.
You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is ‘green’ (meaning, we are meeting all of the targets). Just then, another executive asks, “If everything is showing as ‘green’, why am I hearing other users complain that the service is always unavailable for use?” What might be the reason for this?
Your supervisor’s data is based on operational metrics
Your supervisor’s data is based on business metrics
Your supervisor’s data is based on availability metrics
Your supervisor’s data is not based on business outcomes
Your supervisor’s data is not based on business outcomes
Overall explanation
Often, service level management reviews show as a ‘watermelon’, all green on the outside and red on the inside. This means that teams are often measuring the wrong things. For example, if you are measuring the uptime of a single server, this isn’t important to the end user or business objective or outcome. Instead, there should be a balanced ‘bundle’ of metrics to properly account for the business objectives as defined by outcomes and not simply operational metrics.
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
Provides feedback from interactions with customers into new or changed services
Provides information about the actual service performance and trends
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Uses feedback from users about the service and requirements from customers to make the service better
Overall explanation
The ‘improve’ activity in the service level management practice uses feedback from users about the service and requirements from customers to make recommendations to improve the service.
Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training’s website. Dion Training is responsible for managing the amount of storage space utilized on the service provider’s server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?
Service consumption
Service provision
Service offering
Warranty of a service
Service Consumption
Overall explanation
Service consumption refers to the activities performed by an organization to consume services, which includes the management of the consumer’s resources needed to use the service, service use actions performed by users, and may include the receiving (acquiring) of goods.
What is the purpose of the ‘service request management’ practice?
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Overall explanation
Service request management is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
What is usually included as part of ‘incident management’?
Detailed procedures for the diagnosis of incidents
Formalized processes for logging incidents
Observation of all services and service components to identify any change in state
Authority to implement changes to a system
Formalized processes for logging incidents
Overall explanation
This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents.
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?
Incident
Workaround
Problem
Known error
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.
How does ‘service level management’ contribute to the ‘engage’ 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
Collects and processes feedback from customers and users
Provides information about the actual service performance and trends
Overall explanation
The ‘engage’ activity in the service level management practice collects and processes feedback from customers and users.
Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?
Where are we now
What is the vision
How do we keep the momentum going
How do we get there
How do we keep the momentum going
Overall explanation
The ‘how do we keep the momentum going’ step of the continual improvement model is used once the improvement has delivered the expected value and the focus is now shifting to increased improvement or to maintain the gains made by the improvement initiative.
Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?
Did we get there
\Where are we now
How do we get there
Take action
Did we get there
Overall explanation
The ‘did we get there’ step is focused on checking the new state of the improvement initiative and comparing it to the original baseline to determine if the desired goal has been reached.
Which of the following is NOT an activity within the service value chain?
Service relationships
Improve
Design and Transition
Obtain/Build
Service relationships
Overall explanation
Service relationships are not an activity in the service value chain. The six activities within the service value chain are plan, improve, engage, design and transition, obtain/build, and deliver and support.
Which ITIL concept describes continual improvement?
Service value system
Four dimensions of service management
Service value chain
Practices
Service value system
Overall explanation
The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement’.
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
Overall explanation
Service provision refers to the activities performed by an organization to provide services, which includes management of resources configured to deliver the service, access to these resources for users, fulfillment of the agreed service actions, service performance management, and continual improvement (and may also include the supply of goods).
