Practice Exam #4

Question 1

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.

Answer 1

Capabilities

Question 2

What is the definition of a configuration item?

Answer 2

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

Question 3

Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service.

Answer 3

Unplanned

Question 4

What is the purpose of the ‘change enablement’ practice?

Answer 4

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.

Question 5

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

Answer 5

Moving new or changed hardware, software, documentation, processes, or any other service component to live environments.

Question 6

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

Answer 6

Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Question 7

What is defined as the practice of planning and managing the full lifecycle of all IT assets?

Answer 7

IT asset management

Question 8

Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 8

Incident

Question 9

Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?

Answer 9

Service provision

Question 10

Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service provider. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider’s servers instead.

Answer 10

Costs

Question 11

Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the ‘Profit and Loss (P&L)’ metrics for the month. What term best describes the P&L report that is produced each month?

Answer 11

Output

Question 12

Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes ‘focus on value’ in this context?

Answer 12

Guiding principle

Question 13

Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?

Answer 13

Focus on value

Question 14

Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?

Answer 14

Start where you are

Question 15

A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario?

Answer 15

Progress iteratively with feedback

Question 16

Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?

Answer 16

Collaborate and promote visibility

Question 17

What refers to the process of improving and increasing the efficiency of a process or service?

Answer 17

Optimization

Question 18

Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change?

Answer 18

Organizations and people

Question 19

Dion Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of service management best represents this series of actions that is occurring through automation?

Answer 19

Value streams and processes

Question 20

Which ITIL concept describes guiding principles?

Answer 20

Service value system

Question 21

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

Answer 21

Continual improvement

Question 22

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

Answer 22

Design and transition

Question 23

During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?

Answer 23

Did we get there

Question 24

What is the step after ‘where do we want to be’ in the continual improvement model?

Answer 24

How do we get there

Question 25

What is a normal change?

Answer 25

A change that is assessed, authorized, and scheduled as part of ‘continual improvement’.

Question 26

You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?

Answer 26

Standard

Question 27

What is usually NOT included as part of ‘incident management’?

Answer 27

Detailed procedure for the diagnosis of incidents.

Question 28

Which practice would include a formalized process for logging unplanned interruptions to a service?

Answer 28

Incident management

Question 29

During incident management, what is it called when the incident is passed on to the next higher level of technician?

Answer 29

Escalation

Question 30

In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

Answer 30

Improve

Question 31

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 31

Known error

Question 32

What is NOT a phase in problem management?

Answer 32

Incident analysis

Question 33

How does ‘service request management’ contribute to the ‘obtain/build’ value chain activity?

Answer 33

It acquires pre-approved service components to help fulfill service requests.

Question 34

How does ‘service request management’ contribute to ‘design and transition’ activity?

Answer 34

By initiating standard changes to fulfill service requests.

Question 35

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

Answer 35

Service desks should have a practical understanding of the users and their needs.

Question 36

Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What service desk structure does this describe?

Answer 36

Virtual

Question 37

How does ‘service level management’ contribute to the ‘design and transition’ value chain activity?

Answer 37

Provides feedback from interactions with customers into new or changed services.

Question 38

How should measures and metrics be used to measure your service level management levels?

Answer 38

To provide a representation of the actual customer’s experience.

Question 39

Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?

Answer 39

Service level agreement

Question 40

What is the definition of a user?

Answer 40

A person who uses services