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ITIL > Itil > Flashcards

Itil Flashcards

1
Q

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

A

IT asset management

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2
Q

How should an organization adopt ‘continual improvement’ methods?

A

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

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3
Q

What is a service level agreement used for?

A

To measure the performance of services from a customer’s point of view

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4
Q

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

A

Collaborate and promote visibility

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5
Q

Which ITIL concept describes continual improvement?

A

Service value system

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6
Q

What is the reason for using a balanced bundle of service metrics?

A

It provides an outcome-based view of services

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7
Q

Identify the missing word(s) in the following sentence. A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption.

A

Outcomes

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8
Q

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?

A

Problem

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9
Q

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?

A

Service consumption

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10
Q

Which is a key consideration for the guiding principle ‘keep it simple and practical’?

A

Understand how each element contributes to value creation

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11
Q

What is a change schedule NOT used for?

A

Developing features

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12
Q

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?

A

Known error

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13
Q

What does the ‘service request management’ practice depend on for maximum efficiency?

A

Processes and Procedures

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14
Q

Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?

A

Obtain/build

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15
Q

What should NOT be included in incident management?

A

Detailed procedures on how to diagnose, investigate, and resolve incidents

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16
Q

How does categorization of incidents assist incident management?

A

It helps direct the incident to the correct support area

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17
Q

What is usually included as part of ‘incident management’?

A

Use of specialized knowledge for complicated incidents

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18
Q

What is usually included as part of ‘incident management’?

A

Scripts for collecting initial information about incidents

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19
Q

What is usually included as part of ‘incident management’?

A

Formalized processes for logging incidents

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20
Q

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?

A

It can provide automated matching of incidents to problems or known errors

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21
Q

How does ‘service level management’ contribute to the ‘engage’ value chain activity?

A

Collects and processes feedback from customers and users

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22
Q

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

A

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

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23
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 workflows for service requests 4. It supports progress discussions

A

1 and 4

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24
Q

What is a standard change?

A

A change that is routine in nature, is fully documented, and the risks are well understood

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25
Q

Which is a recommendation of the ‘continual improvement’ practice?

A

There should be a small team dedicated to leading continual improvement efforts

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26
Q

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.

A

Level

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27
Q

Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes ‘focus on value’ in this context?

A

Guiding principle

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28
Q

Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?

A

Focus on value

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29
Q

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

A

By initiating standard changes to fulfill service requests

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30
Q

How does ‘service level management’ contribute to the ‘obtain/build’ value chain activity?

A

Provides objectives for component and service performance for products and services

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31
Q

Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?

A

Workflow management and inventory systems

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32
Q

What type of change is MOST likely to be managed by the ‘service request management’ practice?

A

A standard change

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33
Q

What is the starting point for optimization?

A

Understanding the vision and objectives of the organization

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34
Q

What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?

A

Provide trend, quality, and feedback information about requests

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35
Q

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

A

Focus on value

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36
Q

Why should service desk staff detect recurring issues?

A

To help identify problems

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37
Q

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

A

Determine who the service consumer is in each situation

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38
Q

What is the purpose of the ‘change enablement’ practice?

A

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

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39
Q

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

A

Service desk

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40
Q

In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

A

Improve

41
Q

What is defined as any valuable component that can contribute to the delivery of an IT product or service?

A

IT asset

42
Q

Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?

A

Optimize and automate

43
Q

Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.

A

Service value system

44
Q

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

A

Plan

45
Q

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

A

Progress iteratively with feedback

46
Q

Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the ‘Profit and Loss (P&L)’ metrics for the month. What term best describes the P&L report that is produced each month?

A

Output

47
Q

Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What service desk structure does this describe?

A

Virtual

48
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 enablement

A

1 and 4

49
Q

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

A

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

50
Q

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?

A

Service value chain

51
Q

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

A

Provides information about the actual service performance and trends

52
Q

You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?

A

Obtain/build

53
Q

Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

A

outcomes

54
Q

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

A

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

55
Q

Which is NOT a key focus of the ‘information and technology’ dimension?

A

Roles and responsibilities

56
Q

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

A

It acquires pre-approved service components to help fulfil service requests

57
Q

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

A

Value

58
Q

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?

A

Focus on value

59
Q

What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?

A

Initiating standard changes to fulfill service requests

60
Q

Fill in the blank. According to the guiding principles, “Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.

A

Value

61
Q

How do all value chain activities transform inputs to outputs?

A

By using a combination of practices

62
Q

How does ‘service level management’ contribute to the ‘design and transition’ value chain activity?

A

Provides feedback from interactions with customers into new or changed services

63
Q

What is an output?

A

Something created by carrying out an activity

64
Q

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

A

Plan

65
Q

Which practice provides visibility of the organization’s services by capturing and reporting on service performance?

A

Service level management

66
Q

Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer’s request for assistance?

A

Deliver and support

67
Q

What is the definition of service management?

A

A set of specialized organizational capabilities for enabling value to customers

68
Q

Which dimension of service management considers governance, management, and communication?

A

Organizations and people

69
Q

What is a normal change?

A

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

70
Q

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

A

Engage

71
Q

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?

A

Service configuration management

72
Q

What is the definition of a configuration item?

A

Any component that needs to be managed in order to deliver an IT service

73
Q

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?

A

Service relationship management

74
Q

How does ‘service level management’ contribute to the ‘deliver and support’ value chain activity?

A

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

75
Q

How does ‘service level management’ contribute to the ‘design and transition’ value chain activity?

A

Provides feedback from interactions with customers into new or changed services

76
Q

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

A

Progress iteratively with feedback

77
Q

What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?

A

Acquiring pre-approved service components to help fulfill service requests

78
Q

How does ‘service request management’ contribute to the ‘engage’ value chain activity?

A

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

79
Q

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?

A

Obtain/build

80
Q

Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?

A

Think and work holistically

81
Q

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?

A

Collaborate and promote visibility

82
Q

What is the purpose of the ‘service request management’ practice?

A

Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

83
Q

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

A

Design and transition

84
Q

What is the definition of service management?

A

A set of specialized organizational capabilities for enabling value to customers

85
Q

What is an example of an action a service request management employee would undertake as part of the ‘engage’ activity?

A

Communicate with consumers to understand their requirements

86
Q

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

A

By initiating standard changes to fulfill service requests

87
Q

What considerations influence the supplier strategy of an organization?

A

Corporate culture of the organization

88
Q

Which statement about the value chain activities is CORRECT?

A

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

89
Q

What term best describes a service that is ‘fit for purpose’?

A

Utility

90
Q

Which two needs should ‘change enablement’ 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

A

3 and 4

91
Q

What term best describes a service that is ‘fit for use’?

A

Warranty

92
Q

Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?

A

Engage

93
Q

What is the definition of a service?

A

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

94
Q

Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved.

A

Problem

95
Q

Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?

A

Improve

96
Q

Which describes outcomes?

A

Results for a stakeholder

97
Q

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?

A

Obtain/build

98
Q

Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an ‘information radiator’ in the common areas of your floor of the office. This ‘information radiator’ contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this ‘information radiator’?

A

Collaborate and promote visibility

99
Q

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

A

Design and transition

ITIL (1 decks)

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