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ITIL 4 Foundations > ITIL 4 Foundations > Flashcards

ITIL 4 Foundations Flashcards

1
Q

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

A

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

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2
Q

What term describes the functionality offered by a service

A

Utility

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3
Q

To systematically observe services and service components, and record and report selected changes of state describes the purpose of which practice

A

This is monitoring and event management

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4
Q

What should all continual improvement decisions be based on?

A

Accurate and carefully analysed data

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5
Q

What is the starting point for optimization

A

Understanding the vision and objectives of the organization

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6
Q

How does customer engagement contribute to the ‘service level management’ practice

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

1 and 4

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7
Q

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

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8
Q

Which practice provides support for managing feedback, compliments and complaints from users?

A

Service request management

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9
Q

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A

Service relationship management

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10
Q

Which practice may involve the initiation of disaster recovery?

A

Incident management

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11
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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12
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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13
Q

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

A

A service

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14
Q

Is this statement correct - “A change authority should be assigned to each type of change and change model”

A

Yes, this is correct

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15
Q

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

A

Organizations and people

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16
Q

a known error is a problem that has been ___ and has not been resolved

A

analysed

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17
Q

Which statement about known errors and problems is correct?

  1. Known error is the status assigned to a problem after it has been analysed
  2. A known error is the cause of one or more problems
  3. Known errors cause vulnerabilities, problems cause incidents
  4. Known errors are managed by technical staff, problems are managed by service management staff
A
  1. Known error is the status assigned to a problem after it has been analysed
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18
Q

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

A

Processes and procedures

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19
Q

Which statement about the ‘service desk’ practice is Correct?

  1. it provides a link with stakeholders at strategic and tactical levels
  2. it carries out change assessment and authorization
  3. It investigates the cause of incidents
  4. It needs a practical understanding of the business processes
A
  1. It needs a practical understanding of the business processes
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20
Q

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

A

Service configuration management

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21
Q

Which practice has a purpose that includes restoring normal service operation as quickly as possible

A

Incident management

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22
Q

A customer is a person who defines the requirements for a service and takes responsibility for the ___ of service consumption

A

Outcomes

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23
Q

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

A

Progress iteratively with feedback

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24
Q

What should be done for every problem?

  1. diagnose to identify solutions
  2. prioritize based on its potential impact and probability
  3. resolve so that it can be closed
  4. have a workaround to reduce the impact
A
  1. Prioritize based on its potential impact and probability
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25
Q

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

A

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

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26
Q

What considerations influence the supplier strategy of an organization

A

corporate culture of the organization

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27
Q

What is a problem

A

A cause or potential cause of one or more incidents

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28
Q

What is the purpose of the ‘relationship management’ practice

A

To establish and nurture the links between the organization and its’ stakeholders at strategic and tactical levels

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29
Q

Which is intended to help an organization adopt and adapt ITIL guidance?

A

The guiding principles

30
Q

What is an output?

A

Something created by carrying out an activity

31
Q

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

A

It provides an outcome-based view of services

32
Q

Why should incidents be prioritized?

A

To ensure that incidents with the highest business impact are resolved first

33
Q

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

A

IT asset management

34
Q

Why should service desk staff detect recurring issues?

A

To help identify problems

35
Q

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

  1. Improve
  2. Engage
  3. Obtain/build
  4. Plan
36
Q

Which guiding principle is Primarily concerned with consumer’s revenue and growth?

A

Focus on value

37
Q

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

A

Service level management

38
Q

Which is the BEST example of an emergency change?

  1. The implementation of a planned new release of a software application
  2. A low-risk computer upgrade implemented as a service request
  3. The implementation of a security patch to a critical software application
  4. A scheduled major hardware and software implementation
A
  1. The implementation of a security patch to a critical software application
39
Q

Which guiding principle recommends assessing the current state and deciding what can be reused?

A

Start where you are

40
Q

Who defines service value?

A

The consumer of the service (User)

41
Q

*What is ‘value co-creation’?

A

This is the act of Service providers and Consumers collaborating to ensure that value is created

42
Q

What makes someone a primary stakeholder vs. a tertiary stakeholder

A

Primary stakeholders are directly involved in either providing or consuming the service where as other stakeholders may be something like a vendor that is potentially involved but not directly

43
Q

**What are the three Stakeholder Consumer roles

A

Customer - The Dad buying McDonalds
User - The daughter eating McDonalds
Sponsor - The wife authorizing the buying of McDonalds

44
Q

What is an outcome?

A

This is what a consumer defines as what they need to do (HR Needs to be able to send emails)

45
Q

What is an output?

A

This is something that is provided that allows the outcome to be achieved (IT provides servers which allow HR to send their emails)

46
Q

What is a CSF?

A

This is a critical success factor which is used to determine if something is considered to be successful

47
Q

What is a KPI

A

This is a Key Performance Indicator and is used to measure if a process is working well

48
Q

How many CSFs should be included in one project and how many KPIs should be used to measure one CSF

A

3-5 for each. If there are more than this it gets to be a data overload

49
Q

**‘fit for purpose’ describes what?

50
Q

**‘fit for use’ describes what?

51
Q

*What is a service?

A

A means of providing value co-cretion by facilitating outcomes customers want to achieve without the customer having to manage specific costs and risks

52
Q

**What are the four dimensions?

A
  1. Organizations and people
  2. Information and technology
  3. Partners and suppliers
  4. Value streams and processes
53
Q

**What is Compliance?

A

Act of ensuring a standard (i.e., a document established by consensus and approved by a recognized body, that provides for common and repeated use, mandatory requirements, guidelines or characteristics for its subject) or set of guidelines is followed, or proper, consistent practices are being employed

54
Q

___ ___ are very similar to ___ and often overlap. The main differences are that ___ ___ always have an outcome of value for the customer, and that ___ are pre-defined while ___ ___ may be open ended or unique.

A

Value streams are very similar to processes and often overlap. The main differences are that value streams always have an outcome of value for the customer, and that processes are pre-defined while value streams may be open ended or unique.

55
Q

What is the name for a simple model describing a group of processes that can be used for the delivery of many different services

A

Generic delivery model

56
Q

What are the 6 external factors that constrain or influence the four dimensions of service management?

A 
Political, 
Economic, 
Social, 
Technological, 
Legal, 
Environmental
57
Q

What are the components of the Service Value System?

A
  1. Guiding principles
  2. Governance
  3. Service value chain
  4. Practices
  5. Continual improvement
58
Q

What are the seven guiding principles?

A
  1. Focus on value
  2. Start where you are
  3. Progress iteratively with feedback
  4. Collaborate and promote visibility
  5. Think and work holistically
  6. Keep it simple and practical
  7. Optimize and automate
59
Q

How is the following guiding principle applied: Focus on value

A
  1. Know how consumers use each service
  2. Focus on value during operational activity, not just in improvement initiatives
  3. Encourage a focus on value among all staff
  4. Include value focus in every step of any improvement initiative
60
Q

How is the following guiding principle applied: Start where you are

A
  1. Look at what exists as objectively as possible
  2. Determine if successful practices or services can be replicated or expanded
  3. Apply your risk management skills in the decision making process
  4. Recognize that sometimes nothing from the current state can be reused
61
Q

How is the following guiding principle applied: Progress iteratively with feedback

A
  1. Comprehend the whole, but do something
  2. Know the ecosystem is constantly changing, so feedback is essential
  3. Know fast does not mean incomplete
62
Q

How is the following guiding principle applied: Collaborate and promote visibility

A
  1. Know collaboration does not mean consensus
  2. Communicate in a way the audience can hear
  3. Only make decisions based on visible data
63
Q

How is the following guiding principle applied: Think and work holistically

A
  1. Recognize the complexity of the systems
  2. Know collaboration is key to thinking and working holistically
  3. Where possible, look for patterns of interactions between system elements
  4. Know automation can facilitate working holistically
64
Q

How is the following guiding principle applied: Keep it simple and practical

A
  1. Ensure value in every activity
  2. Know simplicity is the ultimate sophistication
  3. Do fewer things, but do them better
  4. Respect the time of people involved
  5. Make things easier to understand, easier to adopt
  6. Know simplicity is the best route to achieving quick wins
65
Q

How is the following guiding principle applied: Optimize and automate

A
  1. Simplify and/or optimize before automating
  2. Define your metrics

Then follow the previous guiding principles:

  1. Progress iteratively with feedback
  2. Keep it simple and practical
  3. Focus on value
  4. Start where you are
66
Q

What is the Agile Manifesto?

A

o Individuals & Interactions over processes and tools
o Working software over comprehensive documentation
o Costumer collaboration over contract negotiation
o Responding to change over following a plan

67
Q

What are the ‘Continual improvement’ methods, models, and techniques

A 
o	Lean methods to reduce waste
o	Multi-phase projects
o	Maturity assessments
o	DevOps
o	Balanced scorecard
o	Incremental agile improvements
o	Quick wins
o	SWOT
68
Q

What are the components of Information Security Management?

A
  1. Confidentiality
    Information is not disclosed to unauthorized entities
  2. Integrity
    Information is only modified by authorized personnel and activities
  3. Availability
    Information is made available / not denied to authorized entities
  4. Authentication
    Someone/something is who they claim to be
  5. Non-repudiation
    Someone / something can’t deny they took an action
69
Q

What are the “Service Desk competencies’?

A
  1. Excellent customer service skills
  2. Empathy
  3. Emotional intelligence
  4. Incident analysis, prioritization
  5. Know business priorities
  6. Effective communication
70
Q

What are the 5 types of request in Service Request Management

A
  1. Request for a service delivery action
  2. Request for information
  3. Request for provision of a resource or service
  4. Request for access to a resource or a service
  5. Feedback, compliments and complaints
71
Q

___ have a financial value, while ___ are always used in the fulfillment of a service

A

Assets have a financial value, while CIs are always used in the fulfillment of a service

ITIL 4 Foundations (2 decks)

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