DION PT1 Flashcards
Wrong answer from pt1
Q: What is NOT a phase in problem management?
A: Problem identification
B: Problem classification
C: Problem control
D: Error control
Problem classification
Explanation:
Problem management involves three distinct phases: problem identification, problem control, and error control. Problem classification is not a phase but a task within the process.
Q: How does ‘service request management’ contribute to the ‘improve’ value chain activity?
A: It ensures that users continue to be productive when they need assistance from the service provider
B: It collects user-specific requirements, sets expectations, and provides status updates
C: It analyzes data to identify opportunities to provide new service request options
D: It acquires pre-approved service components to help fulfill service requests
It analyzes data to identify opportunities to provide new service request options.
Explanation:
The ‘improve’ activity in the value chain involves analyzing data to improve services. In this case, service request management uses data to introduce new options to improve the service experience.
Q: How does ‘service level management’ contribute to the ‘plan’ value chain activity?
A: Uses feedback from users about the service and requirements from customers to make the service better
B: Provides information about the actual service performance and trends
C: Collects and processes feedback from customers and users
D: Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides information about the actual service performance and trends.
Explanation:
In the ‘plan’ activity, service level management provides data on the actual service performance and trends, which supports the planning of services and product portfolios.
Q: What should be included in every service level agreement?
A: Detailed metrics to capture availability of the system
B: Metrics for system response time
C: Clearly defined service outcomes
D: Number of emails sent per hour
Clearly defined service outcomes.
Explanation:
Service level agreements (SLAs) should focus on service outcomes rather than just operational metrics, ensuring that the expectations and service levels are clearly defined.
Q: What practice ensures that accurate and reliable information about the configuration of services and supporting configuration items is available when and where needed?
A: Change enablement
B: IT asset management
C: Service configuration management
D: Service level management
Service configuration management
Explanation:
Service configuration management ensures that accurate and reliable data about the configuration of services and supporting configuration items is available when needed.
Q: What is the practice of capturing demand for incident resolution and service requests?
A: Incident management
B: Service level management
C: Service request management
D: Service desk
Service desk
Explanation:
The service desk is responsible for capturing and managing the demand for incident resolution and service requests, serving as the first point of contact for users.
Q: What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
A: Consumer
B: Service provider
C: Customer
D: Organization
Organization
Explanation:
An organization is defined as a group of people with defined functions, responsibilities, and relationships aimed at achieving specific objectives, whether it’s a company, department, or a small team.
Q: Which guiding principle is most affected by the customer experience (CX)?
A: Progress iteratively with feedback
B: Focus on value
C: Think and work holistically
D: Start where you are
Focus on value
Explanation:
Customer experience (CX) directly impacts the “focus on value” principle. By understanding how customers interact with and perceive services, organizations can optimize the value provided.
Q: Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn’t understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?
A: Focus on value
B: Collaborate and promote visibility
C: Optimize and automate
D: Progress iteratively with feedback
Progress iteratively with feedback
Explanation:
By updating the curriculum based on feedback from the students, Dion Training Solutions demonstrates the “progress iteratively with feedback” principle, continually improving the course based on user experience.
Q: John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user’s inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of ‘think and work holistically’?
A: John should optimize his code to ensure it runs efficiently
B: John should meet with Sally to determine how the digital product fulfillment will occur
C: John should wait until Sally’s portion is complete before beginning his to ensure they work together properly
D: John should tell Sally to wait until his portion is done before starting hers to ensure compatibility
John should meet with Sally to determine how the digital product fulfillment will occur.
eExplanation:
The “think and work holistically” principle requires collaboration across all parts of the service. John needs to understand how Sally’s fulfillment process works to ensure compatibility and efficiency in the overall service.
Q: Which of these is NOT a key focus of the ‘partners and suppliers’ dimension?
A: Roles and responsibilities
B: Contracts and agreements
C: Security and compliance
D: Workflow management and inventory systems
A: Workflow management and inventory systems
Explanation:
The ‘partners and suppliers’ dimension focuses on managing relationships, contracts, and agreements with other organizations. Workflow management and inventory systems are not a primary focus of this dimension.
Q: Which ITIL concept describes the service value chain?
A: Seven guiding principles
B: Four dimensions of service management
C: Service value system
D: Practices
Service value system
Explanation:
The service value system (SVS) is a broader concept that encompasses the service value chain, guiding principles, governance, practices, and continual improvement.
Q: When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure occurs?
A: The high-level direction of the initiative has been understood
B: The detailed steps of how to achieve your objectives
C: What metrics you will use to measure success
D: The current processes being used
The high-level direction of the initiative has been understood.
Explanation:
The first step in the continual improvement model is to establish the high-level vision, focusing on understanding the direction of the improvement initiative. Detailed steps, metrics, and current processes come later.
Q: What is a normal change?
A: A change that doesn’t need risk assessment because the procedure has been pre-authorized
B: A change that needs to be assessed, authorized, and scheduled by a change authority
C: A change that doesn’t need risk assessment because it is required to resolve an incident
D: A change that is routine in nature, is fully documented, and the risks are well understood
A change that needs to be assessed, authorized, and scheduled by a change authority.
Explanation:
Normal changes are planned changes that require assessment, authorization, and scheduling. Unlike standard changes (which are pre-approved), normal changes follow a more controlled process due to their potential impact.
