Dion’s Notes Flashcards
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.
Utility is the [?] offered by a product or service to meet a particular need.
functionality
[?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.
Change enablement
An event is any change of state that has significance for the management of a(n) [?] or other configuration items.
Event
What is the purpose of the ‘information security management’ practice?
the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
What is the purpose of the ‘monitoring and event management’ practice?
the practice of systematically observing services and service components and recording and reporting selected changes of state identified as events.
What is the purpose of the ‘incident management’ practice?
minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?
Service configuration management
The [?] is the practice of capturing demand for incident resolution and service requests.
Service Desk
Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?
Service Offering
What describes outputs?
Tangible or intangible deliverables
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?
Organization
What describes the nature of the guiding principles?
a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.
Which guiding principle is most affected by the customer experience (CX)?
Focus on Value
Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?
Start where you are
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?
progress iteratively with feedback
You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?
Collaborate and promote visibility
What is a key focus of the ‘organization and people’ dimension?
Roles and Responsibilities
What is NOT a key focus of the ‘partners and suppliers’ dimension
Security and Compliance
Which ITIL concept describes the service value chain?
Service Value System
What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?
Service Value Chain
Which value chain activity includes portfolio decisions for design and transition?
Plan
Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?
What is the vision
When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?
The detailed steps of how to achieve your objectives
Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?
Where do we want to be
What is a normal change?
changes which need to be scheduled, assessed, and authorized following a standard process.
Your company’s external router has just malfunctioned and needs to be replaced. The entire organization’s connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?
Emergency
What is a change schedule NOT used for?
Developing features
How can you ensure the incidents with the highest business impact are resolved first?
Implement Incident Classification
Which incidents should be logged?
Every incident
What is NOT a phase in problem management?
Problem Classification
If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?
Workaround
How does ‘service request management’ contribute to the ‘improve’ value chain activity?
identify opportunities to provide new service request options.
Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
Standardized
Your smartphone isn’t working properly. You call the toll-free number for your service provider’s support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?
Service Desk
What is a recommendation of the ‘service desk’ practice?
have a practical understanding of the wider organization, the business processes, and the users.
What is a service level agreement used for?
used to measure the performance of services from a customer’s point of view. They may measure availability and capability, but only from the customer’s point of view.
How does ‘service level management’ contribute to the ‘plan’ value chain activity?
supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends.
What should be included in every service level agreement?
Clearly defined service outcomes
What is the definition of utility?
functionality offered by a product or service to meet a particular need.
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Outcomes
What is the definition of an IT asset?
any valuable component that can contribute to the delivery of an IT product or service.
A(n) [?] is any component that needs to be managed in order to deliver an IT service.
Configuration Item
What is the purpose of the ‘relationship management’ practice?
the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
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.
[?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident
What is defined as the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?
Continual Improvement
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
Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google’s G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training’s students?
Service Relationship Management
What term best describes the perceived benefits, usefulness, and importance of something?
Value
Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won’t be achieved. What term best describes your manager’s concerns?
Risks
[?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.
Guiding Principles
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
Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?
Start where you are
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
During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?
Keep it simple and practical
What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?
Automation
Which service management dimension is focused on the roles and responsibilities of the people involved in a process’ workflow?
Organizations and People
Which service management dimension is focused on the communication systems and knowledge bases used by employees?
Information and Technology
Which ITIL concept describes practices?
Service Value System
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
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
What is an emergency change?
change that must be implemented as soon as possible to resolve an incident or security issue.
Who is responsible for approving a change within the organization?
Change Authority
You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?
Incident
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?
can provide automated matching of incidents to other incidents, problems, or known errors.
What is usually included as part of ‘incident management’?
Scripts for collecting initial information about 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?
Problem
What is a known error?
a problem that has been analyzed but has not been resolved.
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 provider
What activity is the main channel for communication and collaboration with users?
Service desk
How does ‘service level management’ contribute to the ‘improve’ value chain activity?
Uses feedback from the users about the service and requirements from customers to make service better
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
