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ITIL Foundation v4 > ITIL v4 Coursework > Flashcards

ITIL v4 Coursework Flashcards

1
Q

What are the 4 dimensions of service management?

A

Organizations and people
Information and technology
Partners and Suppliers
Value streams and processes

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2
Q

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

A

Service management

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3
Q

The perceived benefits, usefulness and importance of something co-created through an active collaboration between providers, consumers and other organizations

A

Value

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4
Q

What is the purpose of an organization?

A

To create value for stakeholders

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5
Q

A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives

A

Organization

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6
Q

The provider can be external to the customer’s organization, or internal i.e. they can both be part of the same organization

A

Service provider

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7
Q

When receiving services, an organization takes on what role?

A

Service consumers

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8
Q

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption

A

Customer

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9
Q

The role that uses services

A

User

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10
Q

The role that authorizes budget for service consumption

A

Sponsor

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11
Q

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

A

Service

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12
Q

A configuration of an organization’s resources designed to offer value for a consumer

A

Product

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13
Q

A description of one or more services, designed to address the needs of a target consumer group

A

Service offering

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14
Q

A co-operation between a service provider and service consumer

A

Service relationship

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15
Q

Activities performed by an organization to provide services

A

Service provision

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16
Q

Activities performed by an organization to consume services

A

Service consumption

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17
Q

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

A

Service relationship management

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18
Q

Ownership is transferred to the consumer and the consumer takes responsibility for future use

A

Goods

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19
Q

Ownership is not transferred to the consumer. Access is granted / licensed under agreed terms or conditions

A

Access to resources

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20
Q

Performed according to agreement with the consumer to address a consumer need

A

Service action

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21
Q

A tangible or intangible deliverable of an activity

A

Output

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22
Q

A result for a stakeholder enabled by one or more outputs

A

Outcomes

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23
Q

What are the two types of costs involved in service relationships

A

Costs removed from a consumer
Costs imposed on a consumer

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24
Q

The amount of money spent on a specific activity or resource

A

Cost

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25
Q

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

A

Risk

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26
Q

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

A

Utility

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27
Q

Assurance that a product or service will meet agreed requirements

A

Warranty

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28
Q

Which word is NOT part of the ITIL definition of service?

A. Outcome
B. Risk
C. Value
D. Output

A

D. Output

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29
Q

Which statement about warranty is correct?

A. Assurance that a product or service will meet agreed requirements
B. A configuration of an organization’s resources designed to offer value for a consumer
C. The perceived benefits, usefulness, and importance of something
D. The functionality offered by a product or service to meet a particular need

A

A. Assurance that a product or service will meet agreed requirements

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30
Q

Which statement about a sponsor is correct?

A. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
B. A role that is accountable for the delivery of a specific service
C. A person who authorizes budget for service consumption
D. A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity

A

C. A person who authorizes budget for service consumption

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31
Q

PESTLE:

General lifestyle changes, changes in populations, distributions and demographics and the impact of different mixes of culture

A

Social

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32
Q

PESTLE:

Major current and emerging technologies of relevance for your business

A

Technological

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33
Q

PESTLE:

Worldwide and national proposed and passed legislation, requirements for working conditions, professional practice, contracting, etc.

A

Legal

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34
Q

PESTLE:

Local, national and international environmental impacts, outcomes of political and social factors

A

Environmental

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35
Q

A set of interrelated or interacting activities that transform inputs into outputs. Defines the sequence of actions and their dependencies

A

Process

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36
Q

A series of steps an organization undertakes to create and deliver products and services to consumers

A

Value stream

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37
Q

Which of the four dimensions is concerned with “the supporting information and knowledge needed to deliver and manage the services”?

A. Organization and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

A

B. Information and technology

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38
Q

Which of the four dimensions is concerned with “the supporting information and knowledge needed to deliver and manage the services”?

A. Organization and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

A

B. Information and technology

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39
Q

Which of these are influencing factors for partner and supplier strategy?

  1. Corporate hospitality
  2. Resource scarcity
  3. Demand patterns
  4. Personal relationship with supplier

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A

SG-43

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40
Q

Which of these are influencing factors for partner and supplier strategy?

  1. Corporate hospitality
  2. Resource scarcity
  3. Demand patterns
  4. Personal relationship with supplier

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A

B. 2 and 3

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41
Q

Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

A

Guiding principles

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42
Q

ITIL SVS (Service Value System)

Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

A

Guiding principles

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43
Q

ITIL SVS (Service Value System)

The means by which an organization is directed and controlled

A

Governance

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44
Q

ITIL SVS (Service Value System)

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

A

Service value chain

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45
Q

ITIL SVS (Service Value System)

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

A

Practices

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46
Q

ITIL SVS (Service Value System)

A recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations. ITIL 4 supports continual improvement with the ITIL continual improvement model

A

Continual improvement

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47
Q

7 Guiding Principles

Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders

A

Focus on value

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48
Q

7 Guiding Principles

Do not start from scratch and build something new without considering what is already available to be leveraged. There is likely to be a great deal in the current services, processes, programs, projects and people that can be used to create the desired outcome

A

Start where you are

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49
Q

7 Guiding Principles

Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organising work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort

A

Progress iteratively with feedback

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50
Q

7 Guiding Principles

Working together across boundaries produces results that have greater buy-in, more relevance to objectives and better likelihood of long-term success

A

Collaborate and promote visibility

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51
Q

7 Guiding Principles

No service, or element used to provide a service, stands alone. The outcomes achieved by the service provider and consumer will suffer unless the organization works on the service as a whole, not just on its parts

A

Think and work holistically

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52
Q

7 Guiding Principles

If a process, service, action or metric provides no value, or produces no useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s)

A

Keep it simple and practical

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53
Q

7 Guiding Principles

Resources of all types, particularly human resources (HR), should be used to their best effect. Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of. Human intervention should only happen where it really contributes value.

A

Optimize and automate

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54
Q

Which of these are guiding principles of ITIL?

  1. Collaborate and promote visibility
  2. Keep it simple and practical
  3. Maximize benefit to the enterprise
  4. Empower and excite

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A

A. 1 and 2

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55
Q

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

A. Continuous Delivery
B. Automation
C. Optimization
D. Technical debt

A

B. Automation

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56
Q

To make something as effective and useful as it needs to be

A

Optimization

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57
Q

Which of these is connected to the “think and work holistically” principle?

A. Judging what to keep
B. Involve the right people
C. Role of measurement
D. Altering one element can impact others

A

D. Altering one element can impact others

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58
Q

Align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products/ services

A

Continual improvement

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59
Q

Which step of the continual improvement model would involve “Evaluate metrics and Key Performance Indicators”?

A. What is the vision?
B. Where are we now?
C. Where do we want to be?
D. Did we get there?

A

C. Where do we want to be

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60
Q

Which of the following is NOT a step in the continual improvement model?

A. What is the vision?
B. Did we get there?
C. How might we fail?
D. Where are we now?

A

C. How might we fail?

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61
Q

In the continual improvement model which step is immediately before “Did we get there”?

A. How do we get there?
B. Take action
C. What lessons can we learn?
D. What is the vision?

A

B. Take action

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62
Q

What are the six value chain activities?

A

Plan
Improve
Engage
Design and transition
Obtain/build
Deliver and support

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63
Q

To ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization

A

Plan

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64
Q

To provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders

A

Engage

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65
Q

To ensure that products and services continually meet stakeholder expectations for quality, costs and time-to-market

A

Design and transition

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66
Q

To ensure that service components are available when and where they are needed, and meet agreed specifications

A

Obtain / build

67
Q

To ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations

A

Deliver and support

68
Q

To ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management

A

Improve

69
Q

Which value chain activity delivers service components?

A. Demand
B. Improve
C. Engage
D. Obtain/ Build

A

D. Obtain/ Build

70
Q

Which of these elements are considered SVC activities?

  1. Value
  2. Products and services
  3. Engage
  4. Improve

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A

C. 3 and 4

71
Q

A set of organizational resources designed for performing work or accomplishing an objective

A

Practices

72
Q

To protect the information needed by the organization to conduct its business

A

Information security

73
Q

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

A

Relationship management

74
Q

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

A

Supplier management

75
Q

8 ITIL Practices

Protect business information; CIA; Authentication & Non-repudiation

A

Information security management

76
Q

8 ITIL Practices

Establish and nurture links at strategic and tactical levels

A

Relationship management

77
Q

8 ITIL Practices

Manage suppliers to ensure seamless delivery of products and services

A

Supplier management

78
Q

8 ITIL Practices

Plan and manage the full lifecycle of IT assets

A

IT asset management

79
Q

8 ITIL Practices

Observe, record and report changes of state

A

Monitoring and event management

80
Q

8 ITIL Practices

Make new and changed services and features available for use

A

Release management

81
Q

8 ITIL Practices

Accurate and reliable information about services and CIs (configuration items)

A

Service configuration management

82
Q

8 ITIL Practices

Move services or service components to environments

A

Deployment management

83
Q

8 ITIL Practices

What General Management practice is used here?

  • Creating a single point of visibility and control
  • Negotiating and agreeing contracts and arrangements
  • Managing relationships and contracts with internal and external suppliers
  • Managing supplier performance
  • Evaluation based on importance, impact, risk, costs
A

Supplier management

84
Q

8 ITIL Practices

What General Management practice is used here?

  • Should apply to all relevant parties
  • Contributes to all service value chain activities and multiple value streams
A

Relationship management

85
Q

What are the four supplier management strategies?

A

Insourcing
Outsourcing
Single source or partnership
Multi-sourcing

86
Q

Supplier Management Strategies

The products or services are developed and/or delivered internally by the organization

A

Insourcing

87
Q

Supplier Management Strategies

The process of having external suppliers provide products and services that were previously provided internally. Outsourcing involves substitution, that is, the replacement of internal capability by that of the supplier

A

Outsourcing

88
Q

Supplier Management Strategies

Procurement of a product or service from one supplier. This can either be a single supplier that supplies all services directly or an external service integrator that manages the relationships with all suppliers and integrates their services on behalf of the organization

A

Single source or partnership

89
Q

Supplier Management Strategies

Procurement of a product or service from more than one independent supplier. These products and services can be combined to form new services which the organization can provide to internal and external customers. As organizations place more focus on increased specialization and compartmentalization of capabilities to increase agility, multi-sourcing is increasingly a preferred option

A

Multi-sourcing

90
Q

Identify the missing words. The purpose of the ______ practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

A. Supplier management
B. Service continuity management
C. Relationship management
D. Service Desk

A

C. Relationship management

91
Q

To set 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

Service level management

92
Q

Service Management Practices

  • Must be related to a defined ‘service’ in the service catalogue
  • Should relate to defined outcomes and not simply operational metrics.
  • Should reflect an ‘agreement’ between all stakeholders
  • Must be simply written / easy to understand and use, for all parties
A

Service Level Agreements (SLAs)

93
Q

Service Level Management

This involves initial listening, discovery and information capture on which to base metrics, measurement and ongoing progress discussions

A

Customer engagement

94
Q

Service Level Management

This is ideally gathered from a number of sources, both formal and informal

A

Customer feedback

95
Q

Service Level Management

Both event-based, from immediate feedback such as follow up questions to specific incidents, and from more reflective periodic surveys that gauge feedback on the overall service experience

A

Surverys

96
Q

Service Level Management

Agreed between the service provider and their customer, based on what the customer values as important

A

Key business-related measures

97
Q

Service Level Management

These are the low-level indicators of various operational activities and may include system availability, incident response and fix times

A

Operational metrics

98
Q

Service Level Management

These can be any business activity that is deemed useful or valuable by the customer and used as a means of gauging the success of the service

A

Business metrics

99
Q

To systematically observe services and service components, and record and report selected changes of state identified as events

A

Monitoring and event management

100
Q

Monitoring and Event Management

Do not require action at the time they are identified

A

Informational events

101
Q

Monitoring and Event Management

Allow action to be taken before any negative impact is actually experienced by the business

A

Warning events

102
Q

Monitoring and Event Management

Indicate that a breach to an established norm has been identified and requires action

A

Exception events

103
Q

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

A

Incident management

104
Q

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

A

Incident

105
Q

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

A

Problem management

106
Q

A cause, or potential cause, of one or more incidents

A

Problem

107
Q

A problem that has been analyzed and has not been resolved

A

Known error

108
Q

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available

A

Workaround

109
Q

Consider all contributory causes, including causes that contributed to the duration and impact of incidents, as well as those that led to the incidents happening

A

Problem Control

110
Q

Manage known errors. A known error is a problem where initial analysis is complete; it usually means that faulty components have been identified. Includes identification of potential permanent solutions

A

Error control

111
Q

Many _____ management activities rely on the knowledge and experience of staff, rather than on following detailed procedures

A

problem

112
Q

Which term means a solution that reduces or eliminates the impact of an incident or problem for a which a full resolution is not yet available?

A. Standard change
B. Known error
C. Workaround
D. Resolution

A

C. Workaround

113
Q

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost effectively?

A. The problem remains in the known error status
B. A change request is submitted to change enablement
C. Problem management restores the service as soon as possible
D. The problem record is deleted

A

A. The problem remains in the known error status

114
Q

To provide a clear path for users to report issues, queries and requests, and have them acknowledged, classified, owned and actioned

A

Service desk

115
Q

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

A

Service request management

116
Q

A request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery

A

Service request

117
Q

Which of these practices may service request management redirect to?

  1. Incident management
  2. Change enablement
  3. Monitoring and event management
  4. Supplier management

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A

A. 1 and 2

118
Q

Which practice provides self-service logging for users:

A. Change enablement
B. Service desk
C. Problem management
D. Service level management

A

B. Service desk

119
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
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams

A

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

120
Q

To plan and manage the full lifecycle of all IT assets, to help the organization: maximize value, control costs, manage risks, support decision-making about purchase, reuse and retirement of assets, meet regulatory and contractual requirements

A

IT Asset management

121
Q

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

A

IT asset

122
Q

To ensure that accurate and reliable information about the configuration of services and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them

A

Service configuration management

123
Q

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

A

Configuration Item (CI)

124
Q

A piece of information about a configuration item, e.g. name, location, version number, cost

A

Attribute

125
Q

A set of tools, data and information that is used to support service configuration management

A

Configuration management system

126
Q

To maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a change schedule

A

Change enablement

127
Q

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

A

Change

128
Q

Change Enablement Types

Low-risk, pre-authorized, well understood, fully documented

A

Standard changes

129
Q

Change Enablement Types

Need to be scheduled, assessed and authorized following a standard process

A

Normal changes

130
Q

Change Enablement Types

Must be implemented as soon as possible, e.g. to resolve an incident or implement a security patch

A

Emergency changes

131
Q

Change Enablement Types

Used to help plan changes, assist in communication, avoid conflicts and assign resources

A

Change schedule

132
Q

To make new and changed services and features available for use

A

Release management

133
Q

A version of a service or other configuration item, or a collection of configuration items, that is made available for use

A

Release

134
Q

Used to document the timing for releases

A

Release schedule

135
Q

Which of these are valid types of change?

  1. Normal change
  2. Operational change
  3. Network change
  4. Emergency change

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

A

D. 1 and 4

136
Q

Identify the missing word in the following sentence. ________ is any valuable component that can contribute to the delivery of an IT product or service.

A. Configuration item
B. Server
C. IT asset
D. Resource

A

C. IT asset

137
Q

The purpose of the release management practice is to:

A. Make new and changed services and features available for use
B. Confirm that the service meets the agreed specification
C. Move any service component into the live environment
D. Ensures that service components are available when and where they are needed, and they meet agreed specifications

A

A. Make new and changed services and features available for use

138
Q

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

A. Service desk
B. Service request management
C. Service configuration management
D. Service level management

A

D. Service level management

139
Q

To move new or changed hardware, software, documentation, processes, or any other component to live environments (it may also be involved in deploying components to other environments for testing or staging)

A

Deployment management

140
Q

Deployment Management Approaches

The new or changed components are deployed to just part of the production environment at a time, for example to users in one office, or one country. This operation is repeated as many times as needed until the deployment is complete

A

Phased deployment

141
Q

Deployment Management Approaches

Components are integrated, tested and deployed when they are needed, providing frequent opportunities for customer feedback loops

A

Continuous delivery

142
Q

Deployment Management Approaches

New or changed components are deployed to all targets at the same time. This approach is sometimes needed when dependencies prevent the simultaneous use of both the old and new components. For example, there could be a database schema change that is not compatible with previous versions of some components

A

Big bang deployment

143
Q

Deployment Management Approaches

New or changed software is made available in a controlled repository, and users download the software to client devices when they choose. This approach enables users to control the timing of updates, and can be integrated with request management to enable users to request software only when it is needed

A

Pull deployment

144
Q

Stakeholders

Financial and non-financial incentives; career and professional development; sense of purpose

A

Service provider employees

145
Q

Stakeholders

Financial benefits, such as dividends; sense of assurance and stability

A

Shareholders

146
Q

Stakeholders

Benefits achieved; costs and risks optimized

A

Service Consumers

147
Q

Stakeholders

Financial and non-financial contributions from other organizations

A

Charity Organizations

148
Q

Stakeholders

Funding from the consumer; business development; image improvement

A

Service Provider

149
Q

Stakeholders

Employment; taxes; organizations’ contribution to the development of the community

A

Society and Community

150
Q

What practice is associated with the following:

Exception event detected by monitoring software

A

Monitoring and Event Management

151
Q

What practice is associated with the following:

Incident automatically raised in response to alert from event management

A

Incident management

152
Q

What practice is associated with the following:

Users informed of possible service disruption during incident investigation

A

Service desk

153
Q

What practice is associated with the following:

Incident diagnosed

A

Incident management

154
Q

What practice is associated with the following:

Users informed of break in the service to allow reload of service

A

Service desk

155
Q

What practice is associated with the following:

Incident resolved

A

Incident management

156
Q

What practice is associated with the following:

Incident closed by confirming with users

A

Service desk

157
Q

What practice is associated with the following:

Multiple incidents spotted by trend analysis

A

Problem management

158
Q

What practice is associated with the following:

Problem raised

A

Problem management

159
Q

What practice is associated with the following:

Incidents common underlying cause discovered

A

Problem management

160
Q

What practice is associated with the following:

Known error raised

A

Problem management

161
Q

What practice is associated with the following:

Users contacted and informed of workaround

A

Service desk

162
Q

What practice is associated with the following:

Structural resolution to problem identified and applied

A

Problem management

163
Q

What practice is associated with the following:

Problem closed

A

Problem management

ITIL Foundation v4 (4 decks)

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