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AlexTerres > Ex 1 > Flashcards

Ex 1 Flashcards

1
Q

What is service value chain?

SELECT THE CORRECT ANSWER

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers

The means by which an organization is directed and controlled

Recommendations that can guide an organization in all circumstances

Sets of organizational resources designed for performing work or accomplishing an objective

A

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers

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2
Q

How does configuration management support deliver and support of value chain activity?

SELECT THE CORRECT ANSWER

Configuration information is used to support activities of the incident management and problem management practices

Configuration management documents how assets work together to create a service

Configuration records are used to create the code or artefact that is being built

Configuration information is used by consumers

A

Configuration management documents how assets work together to create a service

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3
Q

Which value chain activity communicates the current status of all four dimensions of service management?

SELECT THE CORRECT ANSWER

Improve

Engage

Obtain or build

Plan

A

Plan

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4
Q

Which two needs should change control balance?

  1. The need to assess risks and expected benefits
  2. The need to manage a change schedule
  3. The need to make beneficial changes
  4. The need to protect customers and users

1 and 2
2 and 3
3 and 4
1 and 4

A

3 and 4

  1. The need to make beneficial changes
  2. The need to protect customers and users
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5
Q

Which guiding principle recommends to eliminate anything that is wasteful and use technology wherever possible?

SELECT THE CORRECT ANSWER

Focus on value

Start where you are

Optimize and automate

Collaborate and promote visibility

A

Optimize and automate

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6
Q

Who defines the requirements for a service?

Service provider

Customer

User

Sponso

A

Customer

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7
Q

What is an event?

SELECT THE CORRECT ANSWER

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Any change of state that has significance for the management of a service or other configuration item

Cause of one or more incidents

An unplanned interruption to a service or reduction in the quality of a service

A

Any change of state that has significance for the management of a service or other configuration item

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8
Q

What is service management?

SELECT THE CORRECT ANSWER

The addition, modification, or removal of anything that can have a direct or indirect effect on services

A set of specialized organizational capabilities for enabling value for customers in the form of services

An unplanned interruption to a service or reduction in the quality of a service

Any change of state that has significance for the management of a service or other configuration item (CI)

A

A set of specialized organizational capabilities for enabling value for customers in the form of services

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9
Q

Which of the following statements about the value chain activities is correct?

Every practice belongs to a specific value chain activity

A specific combination of value chain activities and practices forms a service relationship

Service value chain activities form a single flow that enables value creation

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

A

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

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10
Q

Which practice has the purpose of making new and changed services and features available for use?

SELECT THE CORRECT ANSWER

Change control

Service request management

Release management

Deployment management

A

Release management

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11
Q

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

SELECT THE CORRECT ANSWER

Focus on value

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

A

Collaborate and promote visibility

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12
Q

How does service request management contribute to obtain/build value chain activity?

It analyzes data to identify opportunities to provide new service request options

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

It acquires preapproved service components to help fulfill service requests

It collects user-specific requirements, sets expectations, and provides status updates

A

It acquires preapproved service components to help fulfill service requests

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13
Q

When is the ownership of a product transferred to a consumer?

SELECT THE CORRECT ANSWER

When a service provider delivers goods

When an access is granted

When service action is performed by service provider

None of the above

A

When a service provider delivers goods

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14
Q

Which practice is responsible for moving components to live environments?

SELECT THE CORRECT ANSWER

Change control

Release management

IT asset management

Deployment management

A

Deployment management

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15
Q

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

SELECT THE CORRECT ANSWER

A service

An output

A practice

Continual improvement

A

A service

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16
Q

Which of the following is an example of access to resource?

SELECT THE CORRECT ANSWER

Installing a new application on the server

Providing a user access to an application

Rebooting the server

Assigning an asset to employee

A

Providing a user access to an application

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17
Q

How does customer engagement contribute to the service level management practice?

  1. It captures information that metrics can be based on.
  2. It ensures the organization meets defined service levels.
  3. It defines the workflow for service requests.
  4. It supports progress discussions.

SELECT THE CORRECT ANSWER

1 and 2
2 and 3
3 and 4
1 and 4

A

1 and 4

  1. It captures information that metrics can be based on.
  2. It supports progress discussions.
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18
Q

What is an output?

SELECT THE CORRECT ANSWER

A change of state that has significance for the management of a configuration item.

A possible event that could cause harm or loss.

A result for a stakeholder.

A deliverable created by carrying out an activity.

A

A deliverable created by carrying out an activity.

19
Q

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

SELECT THE CORRECT ANSWER

Relationship management

IT asset management

Release management

Service desk

A

IT asset management

20
Q

Which value chain activity ensures the availability of service components?

Improve

Engage

Obtain/build

Deliver and support

A

Obtain/build

21
Q

What provides organizations with a structured approach to implementing improvements?

SELECT THE CORRECT ANSWER

Service improvement plan

Continual improvement model

Organization change management

Lean and agile

A

Continual improvement model

22
Q

Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?

Continual improvement

Relationship management

Change control

Service desk

A

Relationship management

23
Q

Which practices are typically involved in the implementation of a problem resolution?

  1. Continual improvement
  2. Service request management
  3. Service level management
  4. Change control

SELECT THE CORRECT ANSWER

1 and 2
2 and 3
3 and 4
1 and 4

A

1 and 4

  1. Continual improvement
  2. Change control
24
Q

Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?

SELECT THE CORRECT ANSWER

Optimize and automate

Start where you are

Focus on value

Progress iteratively with feedback

A

Progress iteratively with feedback

25
Q

What are the different types of events?

SELECT THE CORRECT ANSWER

Normal, standard, and emergency

Informational, warning, and exception

Normal and standard

Informational, standard, and emergency

A

Informational, warning, and exception

26
Q

How does service request management contribute to design and transition activity?

SELECT THE CORRECT ANSWER

By collecting user-specific request requirements

By acquiring pre-approved service components

By providing service request trend and quality information

By initiating standard changes to fulfill service requests

A

By initiating standard changes to fulfill service requests

27
Q

Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the _____ of service consumption.

SELECT THE CORRECT ANSWER

outputs

outcomes

costs

risks

A

outcomes

28
Q

Which ITIL concept describes practices?

SELECT THE CORRECT ANSWER

Seven guiding principles

Four dimensions of service management

Service value chain

Service value system

A

Service value system

29
Q

What is a standard change?

SELECT THE CORRECT ANSWER

A change that is well understood, fully documented and pre-authorized

A change that needs to be assessed, authorized, and scheduled by a change authority

A change that doesn t need a risk assessment because it is required to resolve an incident

A change that is assessed, authorized, and scheduled as part of continual improvement

A

A change that is well understood, fully documented and pre-authorized

30
Q

Which value chain activity includes presenting workarounds to users via a service portal?

Plan

Improve

Engage

Obtain or build

A

Engage

31
Q

What is the effect of increased automation on the service desk practice?

SELECT THE CORRECT ANSWER

Greater ability to focus on customer experience when personal contact is needed

Decrease in self-service incident logging and resolution

Increased ability to focus on fixing technology instead of supporting people

Elimination of the need to escalate incidents to support teams

A

Greater ability to focus on customer experience when personal contact is needed

32
Q

Which is NOT usually included as part of incident management?

SELECT THE CORRECT ANSWER

Scripts for collecting initial information about incidents

Formalized processes for logging incidents

Detailed procedures for the diagnosis of incidents

Specialized knowledge for complicated incidents

A

Detailed procedures for the diagnosis of incidents

33
Q

What is the first step of the guiding principle focus on value?

Identify the outcomes that the service facilitates

Identify all supplier and partners that are involved in the service

Determine the service consumer in each situation

Determine the cost of the providing the service

A

Determine the service consumer in each situation

34
Q

How should an organization adopt continual improvement methods?

SELECT THE CORRECT ANSWER

Use a new method for each improvement that the organization handles

Select a few key methods to suit the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

A

Select a few key methods to suit the types of improvement that the organization handles

35
Q

Which of the following are problem control activities?

  1. Performing trend analysis of incident records
  2. Preassessing the status of known errors that have not been resolved
  3. Prioritizing problems for analysis based on the risk
  4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly

1 and 2

1 and 3

2 and 3

3 and 4

A

3 and 4

  1. Prioritizing problems for analysis based on the risk
  2. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
36
Q

How does service desk practice contribute to engage activity of a service value chain?

SELECT THE CORRECT ANSWER

The service desk is a channel for communicating with users about new and changed services

The service desk is the main channel for tactical and operational engagement with users

Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation

The service desk is involved in acquiring service components used to fulfill service requests and resolving incidents

A

The service desk is the main channel for tactical and operational engagement with users

37
Q

What is the purpose of supplier management?

SELECT THE CORRECT ANSWER

To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities

To ensure that accurate and reliable information about the configuration of supplier’s services is available when and where it is needed

A

To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

38
Q

What do service providers help their consumers to achieve?

SELECT THE CORRECT ANSWER

Value

Outcome

Service

Product

A

Outcome

39
Q

How does incident management support obtain/build of value chain activity?

SELECT THE CORRECT ANSWER

Ensures incidents that occur in development environments are resolved in a timely and controlled manner

Identifies and manages product defects

Makes significant incidents visible to customers

Prioritizes incident records both in terms of incident frequency and severity

A

Ensures incidents that occur in development environments are resolved in a timely and controlled manner

40
Q

How should an organization include third-party suppliers in the continual improvement of services?

SELECT THE CORRECT ANSWER

Ensure suppliers include details of their approach to service improvement in contracts

Require evidence that the supplier uses agile development methods

Require evidence that the supplier implements all improvements using project management practices

Ensure that all supplier problem management activities result in improvements

A

Ensure suppliers include details of their approach to service improvement in contracts

41
Q

Which service management dimension is focused on the activities undertaken by an organization and how they are organized?

SELECT THE CORRECT ANSWER

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

A

Value streams and processes

42
Q

How can the risk be reduced by service consumers while requesting service?

  1. Actively participating while specifying the requirements of the service
  2. Clearly communicating the critical success factors
  3. Identifying the constraints applicable to the service
  4. Confirming the cost

SELECT THE CORRECT ANSWER

1, 2, and 4

1, 3, and 4

2, 3 and 4

1, 2 and 3

A

1, 2 and 3

  1. Actively participating while specifying the requirements of the service
  2. Clearly communicating the critical success factors
  3. Identifying the constraints applicable to the service
43
Q

Which value chain activity ensures people understand the organization’s vision?

Improve

Plan

Deliver and support

Obtain or build

A

Plan

44
Q

Which statement about a change authority is correct?

SELECT THE CORRECT ANSWER

A single change authority should be assigned to authorize all types of change and change models.

A change authority should be assigned for each type of change and change model.

Normal changes are preauthorized and do not need a change authority.

Emergency changes can be implemented without authorization from a change authority.

A

A change authority should be assigned for each type of change and change model.

AlexTerres (20 decks)

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