Practice Exam #1 Flashcards
What is the definition of a service?
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
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.
Functionality
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.
Change enablement
Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.
Service
What is the purpose of the ‘information security management’ practice?
Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information
What is the purpose of the ‘monitoring and event management’ practice?
Systematically observing services and service components and recording and reporting selected changes of state identified as events
What is the purpose of the ‘incident management’ practice?
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
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?
Service configuration management
Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
Service desk
Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?
A service offering
Which describes outputs?
Tangible or intangible deliverables
What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
Organization
Which describes the nature of the guiding principles?
A guiding principle is a recommendation used as guidance in all circumstances
Which guiding principle is most affected by the customer experience (CX)?
Focus on value
Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?
Start where you are
Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn’t understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?
Progress iteratively with feedback
You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?
Collaborate and promote visibility
John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user’s inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of ‘think and work holistically’?
John should meet with Sally to determine how the digital product fulfillment will occur
Which of these are a key focus of the ‘organization and people’ dimension?
Roles and responsibilities
Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?
Workflow management and inventory systems
Which ITIL concept describes the service value chain?
Service value system
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?
Service value chain
Which value chain activity includes portfolio decisions for design and transition?
Plan
Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?
What is the vision
When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?
The high-level direction of the initiative has been understood
Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?
Where do we want to be
What is a normal change?
A change that needs to be assessed, authorized, and scheduled by a change authority
Your company’s external router has just malfunctioned and needs to be replaced. The entire organization’s connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?
Emergency
What is a change schedule NOT used for?
Developing features
How can you ensure the incidents with the highest business impact are resolved first?
Implement incident classification
Which incidents should be logged?
Every incident should be logged
What is NOT a phase in problem management?
Problem classification
If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?
Workaround
How does ‘service request management’ contribute to the ‘improve’ value chain activity?
It analyzes data to identify opportunities to provide new service request options
Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
Standardized
Your smartphone isn’t working properly. You call the toll-free number for your service provider’s support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?
Service desk
Which is a recommendation of the ‘service desk’ practice?
Service desks should have a practical understanding of the business practices across the organization
What is a service level agreement used for?
To measure the performance of services from a customer’s point of view
How does ‘service level management’ contribute to the ‘plan’ value chain activity?
Provides information about the actual service performance and trends
What should be included in every service level agreement?
Clearly defined service outcomes
