Practice Exam #3

Question 1

What is the definition of a customer?

Answer 1

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

Question 2

Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?} for service consumption.

Answer 2

Budget

Question 3

What is the definition of a problem?

Answer 3

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

Question 4

What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?

Answer 4

Change

Question 5

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

Answer 5

Service Desk

Question 6

What is the purpose of the ‘service configuration management’ practice?

Answer 6

ensuring that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed

Question 7

What is the purpose of the ‘service request management’ practice?

Answer 7

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

Question 8

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

Answer 8

Information security management

Question 9

Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.

Answer 9

Change enablement

Question 10

Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training’s website. Dion Training is responsible for managing the amount of storage space utilized on the service provider’s server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?

Answer 10

Service consumption

Question 11

Which describes the functionality offered by a product or service to meet a particular need?

Answer 11

Utility

Question 12

What term best describes a service that is ‘fit for use’?

Answer 12

Warranty

Question 13

What are guiding principles considered?

Answer 13

Recommendations

Question 14

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?

Answer 14

Start where you are

Question 15

A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?

Answer 15

Progress iteratively with feedback

Question 16

Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?

Answer 16

Improve

Question 17

Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?

Answer 17

Where are we now

Question 18

During which step of the continual improvement model is change management and release management usually performed?

Answer 18

Take action

Question 19

Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?

Answer 19

Did we get there

Question 20

During which step of the continual improvement model do you create your objective baseline measurement?

Answer 20

Where are we now

Question 21

Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?

Answer 21

How do we keep the momentum going

Question 22

What is usually included as part of ‘incident management’?

Answer 22

Formalized processes for logging incidents

Question 23

Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?

Answer 23

Incident

Question 24

Which of the following is NOT a problem identification activity?

Answer 24

Logging an incident

Question 25

What is NOT a phase in problem management?

Answer 25

incident logging

Question 26

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

Answer 26

It collects user-specific requirements, sets expectations and provides status updates

Question 27

What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?

Answer 27

Provide trend, quality, and feedback information about requests

Question 28

What does a centralized service desk require?

Answer 28

Knowledge base

Question 29

If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?

Answer 29

Centralized

Question 30

What should be included in every service level agreement?

Answer 30

Clearly defined service outcomes

Question 31

Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?

Answer 31

Competitor’s metrics

Question 32

Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don’t have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?

Answer 32

Known Error

Question 33

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

Answer 33

Collects and processes feedback from customers and users

Question 34

Which guiding principle is focused on increasing communication both within the project and outside of it?

Answer 34

Collaborate and promote visibility

Question 35

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?

Answer 35

Think and work holistically

Question 36

You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call ‘measures of effectiveness’. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?

Answer 36

Keep it simple and practical

Question 37

Which service management dimension is focused on an organization’s relationships with other organizations in order to deliver its services?

Answer 37

Partners and suppliers

Question 38

Which of these are a key focus of the ‘value streams and processes’ dimension?

Answer 38

Activities that transform inputs into outputs

Question 39

Which ITIL concept describes continual improvement?

Answer 39

Service value system

Question 40

Which of the following is NOT an activity within the service value chain?

Answer 40

Service relationships