Practice Exam 4 Flashcards
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?
Progress iteratively with feedback
Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?
Collaborate and promote visibility
What refers to the process of improving and increasing the efficiency of a process or service?
Optimization
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?
Organizations and people
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?
Value streams and processes
Which ITIL concept describes guiding principles?
Service value system
Which of the following is NOT an activity within the service value chain?
Continual improvement
What is the definition of a user?
A person who uses services
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.
Capabilities
What is the definition of a configuration item?
Any component that needs to be managed in order to deliver an IT service.
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.
Unplanned
What is the purpose of the ‘change enablement’ practice?
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.
What is the purpose of the ‘deployment management’ practice?
Moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
What is the purpose of the ‘service level management’ practice?
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.
What is defined as the practice of planning and managing the full lifecycle of all IT assets?
IT asset management
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.
Incident