Dion’s Notes

Question 1

What is the definition of a service?

Answer 1

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.

Question 2

Utility is the [?] offered by a product or service to meet a particular need.

Answer 2

functionality

Question 3

[?] 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.

Answer 3

Change enablement

Question 4

An event is any change of state that has significance for the management of a(n) [?] or other configuration items.

Answer 4

Event

Question 5

What is the purpose of the ‘information security management’ practice?

Answer 5

the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

Question 6

What is the purpose of the ‘monitoring and event management’ practice?

Answer 6

the practice of systematically observing services and service components and recording and reporting selected changes of state identified as events.

Question 7

What is the purpose of the ‘incident management’ practice?

Answer 7

minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Question 8

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?

Answer 8

Service configuration management

Question 9

The [?] is the practice of capturing demand for incident resolution and service requests.

Answer 9

Service Desk

Question 10

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?

Answer 10

Service Offering

Question 11

What describes outputs?

Answer 11

Tangible or intangible deliverables

Question 12

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?

Answer 12

Organization

Question 13

What describes the nature of the guiding principles?

Answer 13

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.

Question 14

Which guiding principle is most affected by the customer experience (CX)?

Answer 14

Focus on Value

Question 15

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?

Answer 15

Start where you are

Question 16

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?

Answer 16

progress iteratively with feedback

Question 17

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?

Answer 17

Collaborate and promote visibility

Question 18

What is a key focus of the ‘organization and people’ dimension?

Answer 18

Roles and Responsibilities

Question 19

What is NOT a key focus of the ‘partners and suppliers’ dimension

Answer 19

Security and Compliance

Question 20

Which ITIL concept describes the service value chain?

Answer 20

Service Value System

Question 21

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?

Answer 21

Service Value Chain

Question 22

Which value chain activity includes portfolio decisions for design and transition?

Answer 22

Plan

Question 23

Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?

Answer 23

What is the vision

Question 24

When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?

Answer 24

The detailed steps of how to achieve your objectives

Question 25

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?

Answer 25

Where do we want to be

Question 26

What is a normal change?

Answer 26

changes which need to be scheduled, assessed, and authorized following a standard process.

Question 27

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?

Answer 27

Emergency

Question 28

What is a change schedule NOT used for?

Answer 28

Developing features

Question 29

How can you ensure the incidents with the highest business impact are resolved first?

Answer 29

Implement Incident Classification

Question 30

Which incidents should be logged?

Answer 30

Every incident

Question 31

What is NOT a phase in problem management?

Answer 31

Problem Classification

Question 32

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?

Answer 32

Workaround

Question 33

How does 'service request management' contribute to the 'improve' value chain activity?

Answer 33

identify opportunities to provide new service request options.

Question 34

Service requests and their fulfillment should be [?] and automated to the greatest degree possible.

Answer 34

Standardized

Question 35

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?

Answer 35

Service Desk

Question 36

What is a recommendation of the ‘service desk’ practice?

Answer 36

have a practical understanding of the wider organization, the business processes, and the users.

Question 37

What is a service level agreement used for?

Answer 37

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.

Question 38

How does 'service level management' contribute to the 'plan' value chain activity?

Answer 38

supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends.

Question 39

What should be included in every service level agreement?

Answer 39

Clearly defined service outcomes

Question 40

What is the definition of utility?

Answer 40

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

Question 41

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Answer 41

Outcomes

Question 42

What is the definition of an IT asset?

Answer 42

any valuable component that can contribute to the delivery of an IT product or service.

Question 43

A(n) [?] is any component that needs to be managed in order to deliver an IT service.

Answer 43

Configuration Item

Question 44

What is the purpose of the 'relationship management' practice?

Answer 44

the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Question 45

What is the purpose of the 'problem management' practice?

Answer 45

reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Question 46

[?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 46

Incident

Question 47

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?

Answer 47

Continual Improvement

Question 48

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.

Answer 48

Level

Question 49

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?

Answer 49

Service Relationship Management

Question 50

What term best describes the perceived benefits, usefulness, and importance of something?

Answer 50

Value

Question 51

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?

Answer 51

Risks

Question 52

[?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.

Answer 52

Guiding Principles

Question 53

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?

Answer 53

Focus on Value

Question 54

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?

Answer 54

Start where you are

Question 55

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?

Answer 55

Collaborate and promote visibility

Question 56

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?

Answer 56

Keep it simple and practical

Question 57

What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?

Answer 57

Automation

Question 58

Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?

Answer 58

Organizations and People

Question 59

Which service management dimension is focused on the communication systems and knowledge bases used by employees?

Answer 59

Information and Technology

Question 60

Which ITIL concept describes practices?

Answer 60

Service Value System

Question 61

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?

Answer 61

How do we get there

Question 62

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?

Answer 62

Normal

Question 63

What is an emergency change?

Answer 63

change that must be implemented as soon as possible to resolve an incident or security issue.

Question 64

Who is responsible for approving a change within the organization?

Answer 64

Change Authority

Question 65

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?

Answer 65

Incident

Question 66

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?

Answer 66

can provide automated matching of incidents to other incidents, problems, or known errors.

Question 67

What is usually included as part of 'incident management'?

Answer 67

Scripts for collecting initial information about incidents

Question 68

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?

Answer 68

Problem

Question 69

What is a known error?

Answer 69

a problem that has been analyzed but has not been resolved.

Question 70

How does 'service request management' contribute to the 'deliver and support' value chain activity?

Answer 70

It ensures that users continue to be productive when they need assistance from the provider

Question 71

What activity is the main channel for communication and collaboration with users?

Answer 71

Service desk

Question 72

How does 'service level management' contribute to the 'improve' value chain activity?

Answer 72

Uses feedback from the users about the service and requirements from customers to make service better

Question 73

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?

Answer 73

Engage