ITIL 4 Refined Flashcards
To assist in the exam preparation for the ITIL 4 Foundation course. *Strictly personal us only and it's not meant to replace the course content set out in the course syllabus.
The role that defines the [?] for a service and takes responsibility for the [?] o a service consumption?
Outputs, Outcomes, Scope, Requirements, User, Financial, Budget, Risk, Issues
Customers, Users or Sponsor
The role that defines the [requirements] for a service and takes responsibility for the [outcomes] of a service consumption?
The role is to Customers
The role that [?] services?
Budgets, Scopes, Uses, Risks, Analysis, Oupts, outcomes
Customers, Users or Sponsor
The role that [uses] services?
The Role is Users
The role that authorises [?] for service Consumption?
Risk, outputs, Requirements, Scope, Budget, Quality
Customers, Users or Sponsor
The role that authorises [budget] for service Consumption?
The Role is Sponsor
What is this a definition of?
A set of [?] capabilities for enabling [?] for customers in the form of [?]
Value, Organizational, and Services
Service Management
A set of [Organizational] capabilities for enabling [value] for customers in the form of [services]
What is this a definition of?
A means of enabling value [?] by facilitating [?] that customers want to achieve, without the customer having to manage specific [?] and risks.
Co-creation, Outcomes, and Costs
Services
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.
What is this a definition of?
An [?] of an organization’s [?] designed to offer [?] for a consumer.
Value, Resources, Configuration
Products
A configuration of an organization’s resources designed to offer value for a consumer
What is this a definition of?
A description of one or more [?], designed to address the needs of a target consumer group. A service offering may include [?], [?], and [?]
Service Actions, Resources, Services, and Goods
Service Offerings
A description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions
What is this a definition of?
A [?] between a service provider and service consumer. Service [?] includes service [?], service consumption and service relationship [?].
Management, Co-Operation, Relationship, Provision
Service Relantionship
A co-operation between a service provider and service consumer. Service relationships include service provision, service consumption and service relationship management.
What three things does service relationship include?
Two Words - To supply something
Two Words - To use something
Three Words - Often needed in a marriage
Service Provision
Service Consumption
Service Relationship management
What is this a definition of?
Activities performed by an organization to [?] services.
Provide, Consume, Manage
Service Provision
Provide
Service [?] includes:
Management of the provider’s resources, [?] to deliver the service
Access to these [?] for users
[?] of the agreed service actions and
Service level management and [?]
Continual Improvement, Configured, fulfilment, Resources, Provisions
Service [provision] includes:
Management of the provider’s resources, [configured] to deliver the service
Access to these [resources] for users
[Fulfilment] of the agreed service actions and
Service level management and [continual improvement.]
What is this a definition of?
[?] performed by an [?] to [?] services.
Consume, Activities, organisation
Service Consumption
[Activities] performed by a [organization] to [consume] services.
Service [?] includes:
The [?] of the consumer’s resources needed to use the service
The service use actions [?] by users including:
[?] the provider’s resources
[?] service actions to fulfil.
Requesting, Consumption, Utilizing, Performed, Management
Service [consumption] includes:
The [management] of the consumer’s resources needed to use the service
The service use actions [performed] by users including:
[Utilizing] the provider’s resources
[Requesting] service actions to fulfil.
What is this a definition of?
[?] activities performed by a service [?] and a service [?] to ensure continual [?] co-creation based on agreed and available service [?].
Offering, Joint, Consumer, Provider, Value
Service Relationship Management
[Joint] activities performed by a service [provider] and a service [consumer] to ensure continual [value] co-creation based on agreed and available service [offerings].
What is this a definition of?
A [?] or intangible [?] of an [?].
Activity, Tangiable, Deliverable
Output
A [tangible[ or intangible [deliverable] of an [activity].
What is this a definition of?
A [?] for a stakeholder [?] by one or more [?]
Enabled, Outputs, Result
Outcome
A [result] for a stakeholder [enabled] by one or more [outputs]
What are the two types of cost considered in ITIL4?
Cost removed
Cost Imposed
What is this definition?
The amount of [?] spent on a specific activity or [?] and can also be non-monetary terms such as [?] allocatedand Time spent
Resource, People & Money
Cost
The amount of [mone]y spent on a specific activity or[ [resource] nd can also be non-monetary terms such as [people] allocated and Time spent
What is this definition?
The [?] offered by a product or [?] to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for [?]’
Purpose, Service, Functionality
Utility
The [functionality] offered by a product or [service] to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for [purpose]’
What is this definition?
[?] that a product or service will meet agreed requirements. [?] can be summarized as ‘how the service [?]’ and can be used to determine whether a service is ‘fit for [?]’
Use, Assurance, Warranty, Performas
Warranty
Assurance that a product or service will meet agreed requirements. Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’
Which is a cost that may be imposed on the service consumer by the service?
A)The Cost of training staff to deliver the Service
B)The cost of training staff to use the service
C)The cost of restoring the service as a result of an incident
D)The cost of developing the service
B)The cost of training staff to use the service
What is this a description of?
A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
The Guiding Principles
Which Value chain activity ensures that service components are available when and where they are needed?
A) Improve
B) Engage
C) Obtain/Build
D) Deliver and Support
C) Obtain and Build
Which ITIL Concept includes governance?
A) The 7 Guiding Principles
B) The 4 dimensions of service management
C) The Service Value chain
D) The Service Value System
D) The Service Value System
What are the Elements of the Service Value Chain?
G…… P………
G………
P……..
C…….. I……
S…… V….. C….
Guiding Principles
Governance
Processes
Continual Improve
Service Value Chain
Which Value chain activity includes the negotiation of contracts and agreements
A) Engage
B) Design and Transition
C) Obtain/Build
D) Deliver and Support
A) Engage
Which is NOT a key focus of the information and technology dimensions?
A) Security ad Compliance
B) Roles and Responsibilities
C) Communication system and knowledge base
D) Workflow management and inventory system
B) Roles and Responscibilities
Which value chain activity ensures people understand the organisation’s vision
A) Impve
B) Obtain/Build
C) Deliver and Support
D) Plan
D) Plan
(Vision = Plan)
Which service management dimension is focused on activities and how these are coordinated?
A) Organization and People
B) Infomation and Technology
C) Partners and Suppliers
D) Value Streams and Processes
If it says activities its Value steams and process.
D) Value Streams and Processes
Which statement is CORRECT?
A) Every practice belongs to a specific value chain activity
B) A specific combination of value chain activities and practices form a service relationship
C) Service value chain activities form a single flow that enables value creation
D) Each value chain activity contributes to the value chain by transforming specific inputs into outputs
D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs
C is almost right but its not a single flow.
Match the Guiding Principles with the correct supporting statement
1 - Focus On Value
2 - Start Where you Are
3 - Progress Iterativly
A - In the process of eliminating old, unsuccessful methods or services and creating something better, there can be a great temptation to remove what has been done in the past and build something completely new. This is rarely necessary, or a wise decision.
B - All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.
C - Organise work into smaller, manageable sections that can be executed and completed in a timely manner The focus on each effort will be sharper and easier to maintain
1 - B
2 - A
3 - C
Match the Guiding Principles with the correct supporting statement
1 - Think and world Holistically
2 - Collaborate and Promote visibility
3 - Optimise and Automate
4 - Keep it simple and practical
A - When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance and an increased likelihood of long-term success
B - No service, practice, process, department or supplier stands alone. The outputs that the organization delivers to itself, customers and other stakeholders will suffer unless it works in an integrated way and not as separate parts. All the organization’s activities should be focused on the delivery of value.
C - Always use the minimum number of steps needed to accomplish an objective. Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes. If a process, service, action or metric provides no value or produces no useful outcome, then eliminate it.
D - Organizations must maximize the value of the work carried out by its human and technical resources.
1- B
2 - A
3 - D
4 - C
Which guiding principle recommends using the output of one improvement iteration to help plan the next?
A) Progress iteratively
B) Focus on Value
C) Optimise and automate
D) Collaborate and promote visibility
A) Progress iteratively
Which is a characteristic of the guiding principles?
A) they recommend an organizational structure for service providers
B) They are prescriptive and Mandatory
C) They guide service consumers to select the correct service provider
D) They are universal and enduring
D) They are universal and enduring
Using the Clues below what are the seven guiding principles?
A - 3 Words, 1st Word is the centre of attention.
B - 4 Words, The begin your journey here
C - 4 Words, Small steps go a long way
D - 4 Words, Ice Ice baby
E - 4 Words, Look at the bigger picture
F - 4 Words, Sophisticatedly easy
G - 3 Words, Autobots Rollout
A- Focus on Value
B - Start Where you Are
C - Progress iteratively with feedback
D - Collaborate and promote visibility
E- Think and work holistically
F - Keep it Simple and Practical
G - Optimize and Automate
What are the key Inputs into the Service Value System?
[?] represent options or possibilities to add value for stakeholders or otherwise improve the organization.
[?] is the need or desire for products and services among internal and external consumers.
Opportunity/Demand
What is the key outcome of the Service Value System?
[?] is the perceived benefits, usefulness and importance of something.
Value
What component/element of the Service Value System is this describing?
[?] are recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
Guiding Principles
What component/element of the Service Value System is this describing?
[?] is the means by which an organization is directed and controlled.
Governance
What component/element of the Service Value System is this describing?
[?] refers to a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization.
Service Value Chain
What component/element of the Service Value System is this describing?
[?] are sets of organizational resources designed for performing work or accomplishing an objective.
Practices
What component/element of the Service Value System is this describing?
[?] is a recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.
Continual Improvement
Filling in the missing words in the right order.
The [?] of the SVS is to ensure that the organization continually [?] values with all stakeholders through the use and management of products and [?].
Co-Creates, Purpose, Services
The [purpose] of the SVS is to ensure that the organization continually [co-creates] value with all stakeholders through the use and management of products and [services].
Is this statement true or false?
These components and activities, together with the organization’s resources, can be configured and reconfigured in multiple combinations in a flexible way as circumstances change, but this requires the integration and coordination of activities, practices, teams, authorities and responsibilities and all parties to be truly effective.
It is true - The ITIL SVS has been specifically architected to enable flexibility and discourage silo working. The service value chain activities and the practices in the SVS do not form a fixed, rigid structure. Rather, they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios.
Is this state true or false?
The purpose of the SVS (Service value system) is to place work streams into silos to make better use of resources and improve communication.
False
There is a danger that organizations can become siloed. This should be avoided as their presence can resist change and make it difficult to communicate or collaborate across different groups.
Is this statement True or False?
The Service Value System is how all the components and activities of the organization work together to enable value creation.
True
What are the Four dimensions?
Organisation & [?]
[?] & Technology
[?] & Suuplier
Value [?] & [?]
Organizations and [people]
[Information] and technology
[Partners] and suppliers
Value [streams] and [processes]
What three things encompass the Organisation and people dimension?
Organization [?] (System of [?]}
[?] and responsibilities
[?] (Shared [?] & Attitudes)
Organization [Structure] (System of [Authority])
[Roles] and responsibilities
[Culture] (Shared [Values] & Attitudes)
What two things encompass the Information & technology dimension?
Technology that is part of the service. This includes the technology and infrastructure components that the service comprises of, or is supported by.
Technology that is used by the service provider to help them manage the services. It is also used to automate and optimise processes.
Technology Supporting IT Services
Technology Support Service Management
What are some things that encompass technology Supporting IT Services?
A………..
I. A………..
D……..
B………
C…….. Computing
C…. Computing
M….. A……….
A.
C………… S…..
Applications
IT Architecture
Databases
Blockchain
Cognitive Computing
Cloud Computing
Mobile Applications
AI
Communication System
What are the things Encompass Technologies supports service management?
[?] Management
Knowledge [?]
[?] Systems
[?] Tools
[?] Systems
Remote [?]
[?] Platforms
[?] Solutions
[?] Intelligence
Machine [?]
[Workflow] Management,
Knowledge [bases]
[Communication] Systems,
[Analytical] Tools
[inventory] Systems,
Remote [Collaboration]
[Mobile] Platforms
[Cloud] Solutions
[Artificial] Intelligence
Machine [Learning]
Which of the Questions below are suitable when considering Infomation Technologies?
A - Is it Compatible with the CUrrent Architecture?
B - Is it the latest piece of technology?
C - Is it future Proof?
D - Does it manage new risks well?
E - Does it Align with the service provider or consumer strategy?
A, C, E
B - This is wrong because this is not relevant when considering which technologies to use sometimes older it better.
D - This is wrong however a consideration could be does it introduce new risks or constraints to the organisation.
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
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
A - The idea of a service desk is supporting people!
True or False
Should all ‘Continual improvements decisions be based on A recent maturity assessment?
False - Not all decisions require a recent maturity assessment however all decisions require a careful analysis
Management and communication are considerations of which of the four dimensions?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Organisation and People
Infomation Criteria must be?
A……..
R…….
A………
T…….
A…….
R…….
Available,
Reliable,
Accessible,
Timeless,
Accurate,
Relevant.
What is this describing?
Every organisation and every service depends to some extent on service supplied by somewhere else.
This dimension encompasses relationships with other organisations that are involved in the design, support and continual improvement of services
It also incorporates contracts and other agreements between organisations and their partners or suppliers.
Partners and Suppliers Dimension
Which fo the following are factors when choosing and managing relationships with 3rd parties?
Leadership
Corporate Culture
Manager Experience
Strategic Focus
Cost Concerns
Location
Strategic Focus
Corporate Culture
Strategic Focus
Cost Concerns
Strategic Focus
aswell as:
Resource Scarcity, Subject Mater Experts, External COnstraints (PESTLE) and Demand Patterns
What is this a description of?
A [?] is a series of steps an organization undertakes to create and deliver [?] and services to consumers. It
combines the organization’s value chain activities.
Define the activities, [?], controls and procedures needed
to achieve the agreed objectives.
Value STreams & processes
A value stream is a series of steps an organization undertakes to
create and deliver products and services to consumers. It
combines the organization’s value chain activities.
Define the activities, workflows, controls and procedures needed
to achieve the agreed objectives.
What is the difference between a Value Steam and Process?
A Value stream takes a high-level look at company’s flow of goods from customer to customer, can be used to drill down to identify bottlenecks and usually contains 7-10 steps. Whereas a process a more detailed and deeper dive of a process and captures the inputs and outputs of every step and classified each as critical, noise, standard operating procedure or controllable.
What process is this the purpose for?
To [?] the organization practices and services with [?] business needs through the ongoing [?] of product services, and practices or any element involved in the management of products and services.
Changing, Improvement, Align
Continual Improvement
To [align] the organization’s practices and services with [changing] business needs through the ongoing [improvement] of product services, and practices or any element involved in the management of products and services.
What process is this scope for?
The Development of [?] methods and techniques and the propagation of [?] improvement culture across the organisation, in alignment with the organization’s overall [?]
Improvement-related, Strategy, Continual
Continual Improvement
The Development of improvement-related methods and techniques and the propagation of continual improvement culture across the organisation, in alignment with the organizations overall strategy
What are the Methods, models and techniques used for in processes?
-5 Words, Ryhmes with mean and Reuse, [?] Recycle
-2 Words, Small steps that are better each time
-2 Words, Teenagers wouldn’t pass this test
-2 Words, Evolution of Surgery
-2 Words, There must always be good and evil for which we must count on
-2 Words, In and Out, nobody needs to know we were ever here
-1 Word, USA Armed Police
-2 Words, To test and to scrutinise
- Lean methods to reduce Waste
- Increment Improvement (AGILE)
- Maturity assessments
- Development Operations
- Balance Scorecard (Customer, Financials, Innovation and Internal processes)
- Quick Wins
- SWOT
- Assessments/Audits
Fill in the missing words for key activities within Continual improvement
- [?] continual improvement across Organisation
- Securing time and [?] for Continual improvement
- Identifying and [?] improvement opportunities
- [?] and prioritize improvement opportunities
- Making [?] for improvement action
- Planning and [?] improvements
- Measuring and [?] improvement results
- Coordinating improve [?] across the organisation
Evaluation, Business Cases, Activities, Assessing, Encouraging, Logging, Budget, Implementing
- [Encouraging] continual improvement across Organisation
- Securing time and [budget] for Continual improvement
- Identifying and [logging] improvement opportunities
- [Assessing] and prioritize improvement opportunities
- Making [business cases] for improvement action
- Planning and [implementing]g improvements
- Measuring and [evaluation] improvement results
- Coordinating improve [activities] across the organisation
Which of these Recommendations is true about Continual improvement?
A) Continual Improvements can be conducted in silo’d approaches so that if teams discover the same improvement we can identify areas of improvement more easily
B) There should be a small team dedicated to leading continual improvement efforts, who access to a number of tools and techniques
C) A few key methods should be selected to suit the types of improvement that the organisation handles
B & C
A - This answer is against the ‘Collaboration’ Guiding Principle.
What may be some of the stakeholders and their role within Continual Improvement process?
[?] – Embed Continous People think into the way people think
[?] – Leading team, advocating the practice
[?] – Active participation from the entire organisation
[?] – Contracts should include how they measure, report and improve
Partners & Suppliers, Everyone, Leader, Continual Improvement Team
Leaders – Embed CI into the way people think
Continual improvement Team – Leading team advocating the practice
Everyone in the organization – Active participation from everyone
Partners and Supplier – Contracts should include how they measure, report and improve
Match the Question with the Activity in the continual Improvement Model
A)What is the Vision =
B)Where are we now =
C)Where do we want to be =
D)How do we get there?
E)Take Action =
F)Did we get there =
1)Define the Improvement Plan
2)Evaluate Metrics and KPIs
3)Business Vision, Mission, Goals & Objectives
4)Define Measurable targets
5)Execute the improvement actions
6)Perform Baseline assessment
Bonus Question: Once we have completed what do we need to ask ourselves?
A3, B6, C4, D1, E5, F2
Bonus: How do we keep the momentum going?
What Process is this purpose describing?
To [?] the information needed by the organisation to conduct its business. This includes the understanding and managing risks to the confidentiality,[?] and availability of information, as well as other aspects of information [?] such as authentication (ensuring someone is who they claim to be) and Non-repudiation (Ensuring that someone can’t deny that they took an action).
Integrity, Security, Protect
Infomation Security Management
To [protect] the information needed by the organisation to conduct its business. This includes the understanding and managing risks to the confidentiality, [integrity] and availability of information, as well as other aspects of information [security] such as authentication (ensuring someone is who they claim to be) and Non-repudiation (Ensuring that someone can’t deny that they took an action)
Information Security Management Cont.
The required security is established by means of policies, processes, behaviours, risk management and controls, which must maintain a balance between:
[?] - Ensuring that security incidents don’t occur
[?] - Rapidly and reliably detecting incident that can’t be prevented
[?] - Recovering from incidents after they are detected
Correction, Prevention, Detection
- Prevention: Ensuring that security incidents don’t occur
-Detection: Rapidly and reliably detecting incidents that can’t be prevented
-Correction: Recovering from incidents after they are detected
Fill in the missing words:
There are many processes and procedures required to support information security management. These include:
– An [?] security incident management process
– A [?] management process
– A control review and [?] process
– An identity and access [?] process
– [?] and Event management
– Procedures for [?] testing, vulnerability scanning etc.
– Procedures for managing information security-related [?], such as firewall configuration changes
Changes, Risk, Audit, Management, Monitoring, Information, Penetration
– An [information] security incident management process
– A [risk] management process
– A control review and [audit] process
– An identity and access [management] process
– [Monitoring] and Event management
– Procedures for [penetration] testing, vulnerability scanning etc.
– Procedures for managing information security-related [changes], such as firewall configuration changes
Which process is this purpose describing?
To Establish and NURTURE the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring and continual improvement of relationships with and between stakeholders.
Relationship management
When Nurture is used in a question and there is an answer of ‘Relationship Management’ that’s the right answer.
Fill in the missing words for the Relationship Management Practice:
-Stakeholder’s [?] and drivers are understood
-Stakeholder satisfaction is high and a constructive relationship between the Organisation and Stakeholders is established and [?]
-Customer [?] for new or changed products and services in alignment with desired business outcomes, are effectively established and articulated
-Any stakeholder [?] and escalation are handled well
-Products and services facilitate value [?] for the service consumers as well as for the Organisation
-The organisation [?] value creation for all stakeholders in alignment with the organisation’s strategy and priorities
-[?] stakeholder requirements are mediated appropriately
Maintained, Conflicting, needs, Complaints, Facilitates, Creation, Priorities,
-Stakeholder’s [needs] and drivers are understood
-Stakeholder satisfaction is high and a constructive relationship between the Organisation and Stakeholders is established and [maintained]
-Customer [priorities] for new or changed products and services in alignment with desired business outcomes, are effectively established and articulated
-Any stakeholder [complaints] and escalation are handled well
-Products and services facilitate value [creation]n for the service consumers as well as for the Organisation
-The organisation [facilitates] value creation for all stakeholders in alignment with the organisation’s strategy and priorities
-[Conflicting] stakeholder requirements are mediated appropriately
Which process is this Purpose describing?
To ensure that the organisation’s suppliers and their performance are managed appropriately to support he seamless provision of quality products and services - This includes creating closer, more collaborative relationships with key suppliers to uncover and realise new value and reduce the risk of failure.
Supplier Management (Typically Externally)
Fill in the missing words for the Supplier Management Process Key Activities:
-Creating a single point of [?]
-[?] a supplier strategy, policy and contract management information
-[?] and agreeing contracts
-Managing relationships and [?] with internal and external suppliers
-Managing supplier [?]
Supplier strategy sometimes called [?] strategy, describes the organisations plan on how to leverage the contribution of suppliers.
Negotiation, Sourcing, Visibility, Contracts, Performance, Maintain
-Creating a single point of [visibility]
-[Maintain] a supplier strategy, policy and contract management information
-[Negotiating] and agreeing contracts
-Managing relationships and [contracts] with internal and external suppliers
-Managing supplier [performance]
Supplier strategy sometimes called [sourcing] strategy, describes the organisations plan on how to leverage the contribution of suppliers.
To which process is this purpose described?
To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of it users.
Service Desk
What Methods/tools are employed for or by a service Desk?
-Allen chops
-overlaps scrappiest
-a lime
-ail vetch/Acts both
-ink law/pawl UK
-gaming sextets
-ideal mosaic
-CD omissions Rufus
- Phone Calls
- Service Portals/Apps
- Live Chat/Chatbots
- Walk In/Walk Up
- Text Messaging
- Social Media
- Discussion Forums
Which of the Following are Pre-Autherised changes?
Standard
Normal
Emergency
Standard Changes are Pre-Autherised.
Which pratices are typically involved in the implementation of a problem?
- Continual improvement
- Service request management
- Service level management
- Change enablement
A 1 and 4
B 2 and 3
C 3 and 4
D 1 and 2
A
Which is an example of a Service Request?
A) A request from a supplier to reduce service levels
B) A request from a customer to provide a new service
C) A request from a user to provide a report
D) A request from a user to restore a service
C
Wich is the definition of an IT asset?
A)Any valuable component that can contribute to the delivery of a service
B)Any component that needs to be managed in order to deliver an IT service
C)A cause, or potential cause, of one or more incidents
D)Any change of state that has significance for the management of a service
A
Which describes the use of the change schedule?
A)It documents improvement opportunities
B)It records service requests from users
C)It communicates the cause of problems
D)It helps with the assignment of resources
D
Which is TRUE about service relationships?
A)They create outcomes for service providers
B)They refer to relationships between customers and users
C)They create new resources for consumers
D)They refer to the value service providers receive from service consumers
C
Which practice reduces the likelihood and impact of incidents by identifying causes of incidents?
A)Information security management
B)Incident management
CMonitoring and event management
D)Problem management
Which is included in the incident management practice?
A)Restoring normal service operation
B)Managing known errors
C)Analysing the cause of incidents
D)Handling pre-defined, user-initiated service requests
Which would be supported by the ‘service request management’ practice?
A)A request to investigate the cause of multiple related incidents
B)A request to authorize a change that could have an effect on a service
C)A request to restore service after a service interruption
D)A request from a user for something which is a normal part of service delivery
What is the purpose of the ‘supplier management’ practice?
A)To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
B)To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
C)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
D)To ensure that accurate and reliable information about the configuration of suppliers’ services is available when and where it is needed
What should be included in every service level agree?
A)A technical description of the service component
B)Clearly defined service outcomes
C)legal language
B
What is defined as the ability of a configuration item to perform its agreed function when required?
A) Availability
B) Service Management
C) Event
D)Known Error
A
What are these an example of?
-Understanding of the [?] organization
-Adding [?] not simply through the transactional acts but also by understanding on the business context of this action
-Being an [?] and [?] link between service provider and its users
Value, Informed, Empthatic, Wider
Key aspects of a good service deks
Understanding of the [wider] organization
- Adding [value] not simply through the transactional acts but also by understanding on the business context of this action
- Being an [empathetic] and [informed] link between service provider and its users
What is this a purpose of?
To Support the agreed [?] of a service by handling all [?], user-initiated service requests in an [?] and user-friendly manner
Pre-defined, Effective, Quality
Service Request Management
To Support the agreed [quality]y of a service by handling all [predefined], user-initiated service requests in an [effective] and user-friendly manner
Service Request Definition:
A [?] from a user or users [?] representative that [?] service action that has been agreed as a normal part of service delivery.
Authorised, Request, Initiates
A [request] from a user or [users] authorised representative that initiates] service action that has been agreed as a normal part of service delivery.
True or Fale
Most service requests should already pre-approved/pre-defined and should not require approval however some may need to due to financial or security reasons.
True
What is this a Purpose of?
To minimise the negative impacts of incidents by restoring normal service operations as quickly as possible
Incident Management
What is an incident?
An unplanned interruption to service, or reduction in quality of a service.
Apply the correct word these are describing.
[?] – Is type of incident i.e. Hardware Failure, User Query, Network Error and thus helps to direct the incident to the correct support area
[?] - Based on the impact and urgency (to get it fixed) and thus ensures that ones that hold the higher business impact are resolved first
Prioritised, Categorised
o Categorised – Is type of incident i.e. Hardware Failure, User Query, Network Error and thus helps to direct the incident to the correct support area
o Priority – Based on the impact and urgency (to get it fixed) and thus ensures that ones that hold the higher business impact are resolved first
Connect the correct Definitions with the word
[?] - A Cause, or potential cause, of prior, current, or future incidents
[?] – A problem that has been analysed and has not been resolved
[?] – A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workaround reduce the likelihood of incidents.
Known Error, Problem, Workaround
Definition: Problem – A Cause, or potential cause, of prior, current, or future incidents
Definition: Known Error – A problem that has been analysed and has not been resolved
Definition: Workaround – A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workaround reduce the likelihood of incidents.
Which of the below is a definition of Problem Management
A) To Support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
B) To reduce the like hood and impact of incidents by identifying actual and potential causes of incidents, and managing workaround and known errors.
B) To reduce the like hood and impact of incidents by identifying actual and potential causes of incidents, and managing workaround and known errors.
EquallyIncident Management is to reduce the impact.
Problem - Reduce likelihood (May Happen)
Incident - Reduce impact (Its happened)
Whenever you see the word “cause” it is talking about Problem Management or the definition of a problem.
Place these in the correct order
Error Control, Problem Identification, Problem Control
Problem Identification, Problem Contro, Error Control
What two things do we need to balance for change enablement?
Beneficial effects of changes
Protect from adverse effects of changes
What are the Three Types of Changes and match them to these brief examples.
Pre Authorised Approach, Low Risk
Scheduled, Assessed and authorised following a process.
Reserved for changes intended to repair an error, Risky.
Standard - Pre Authorised Approach, Low Risk
Normal - Scheduled, Assessed and authorised following a process.
Emergency - Reserved for changes intended to repair an error, Risky.
