Practice Exam #1

Question 1

What is the definition of a service?

Answer 1

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

Question 2

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

Answer 2

Functionality

Question 3

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

Answer 3

Change enablement

Question 4

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.

Answer 4

Service

Question 5

What is the purpose of the ‘information security management’ practice?

Answer 5

Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information

Question 6

What is the purpose of the ‘monitoring and event management’ practice?

Answer 6

Systematically observing services and service components and recording and reporting selected changes of state identified as events

Question 7

What is the purpose of the ‘incident management’ practice?

Answer 7

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

Question 8

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?

Answer 8

Service configuration management

Question 9

Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.

Answer 9

Service desk

Question 10

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?

Answer 10

A service offering

Question 11

Which describes outputs?

Answer 11

Tangible or intangible deliverables

Question 12

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?

Answer 12

Organization

Question 13

Which describes the nature of the guiding principles?

Answer 13

A guiding principle is a recommendation used as guidance in all circumstances

Question 14

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

Answer 14

Focus on value

Question 15

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?

Answer 15

Start where you are

Question 16

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?

Answer 16

Progress iteratively with feedback

Question 17

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?

Answer 17

Collaborate and promote visibility

Question 18

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’?

Answer 18

John should meet with Sally to determine how the digital product fulfillment will occur

Question 19

Which of these are a key focus of the ‘organization and people’ dimension?

Answer 19

Roles and responsibilities

Question 20

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

Answer 20

Workflow management and inventory systems

Question 21

Which ITIL concept describes the service value chain?

Answer 21

Service value system

Question 22

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?

Answer 22

Service value chain

Question 23

Which value chain activity includes portfolio decisions for design and transition?

Answer 23

Plan

Question 24

Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?

Answer 24

What is the vision

Question 25

When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?

Answer 25

The high-level direction of the initiative has been understood

Question 26

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?

Answer 26

Where do we want to be

Question 27

What is a normal change?

Answer 27

A change that needs to be assessed, authorized, and scheduled by a change authority

Question 28

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?

Answer 28

Emergency

Question 29

What is a change schedule NOT used for?

Answer 29

Developing features

Question 30

How can you ensure the incidents with the highest business impact are resolved first?

Answer 30

Implement incident classification

Question 31

Which incidents should be logged?

Answer 31

Every incident should be logged

Question 32

What is NOT a phase in problem management?

Answer 32

Problem classification

Question 33

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?

Answer 33

Workaround

Question 34

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

Answer 34

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

Question 35

Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.

Answer 35

Standardized

Question 36

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?

Answer 36

Service desk

Question 37

Which is a recommendation of the ‘service desk’ practice?

Answer 37

Service desks should have a practical understanding of the business practices across the organization

Question 38

What is a service level agreement used for?

Answer 38

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

Question 39

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

Answer 39

Provides information about the actual service performance and trends

Question 40

What should be included in every service level agreement?

Answer 40

Clearly defined service outcomes