Practice Exam #5 Flashcards
What is the definition of service management?
A set of specialized organizational capabilities for enabling value to customers
Identify the missing word(s) in the following sentence. A user is a person who uses [?].
Services
What is the definition of a change?
The addition, modification, or removal of anything that could have a direct or indirect effect on services
What is defined as a cause, or potential cause, of one or more incidents?
Problem
What is the purpose of the ‘IT asset management’ practice?
Planning and managing the full lifecycle of all IT assets
What is the purpose of the ‘continual improvement’ practice?
Aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
Information security management
What is defined as the practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?
Supplier management
Identify the missing word in the following sentence. [?] management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem
Dion Training has outsourced the development of a mobile application to support their students’ learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?
Service consumption
What term best describes a service that is ‘fit for purpose’?
Utility
Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.
Outcome
Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management.
Recommendations
Fill in the blank. According to the guiding principles, “Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.
Value
Which guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process?
Start where you are
Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?
Think and work holistically
Which guiding principle is focused on using the minimum number of steps to accomplish an objective?
Keep it simple and practical
Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of ‘optimize and automate’, how should you approach the automation of this existing process?
Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process
Which dimension of service management should be considered when deciding whether or not moving the organization’s web server from an on-premise solution to the cloud is a good decision in terms of compliance and security?
Information and technology
Dion Training Solutions is an Authorized Training Organization for Axelos. Which service management dimension would be focused on the relationship between Dion Training Solutions and Axelos in regards to the company’s delivery of ITIL 4 Foundation training to students?
Partners and suppliers
What is the end result of the service value system?
Value
Which of the following is NOT an activity within the service value chain?
Guiding principles
Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?
Obtain/build
Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual service model would the IT Director create this goal?
Where do we want to be
Your company is undergoing an improvement initiative to reduce the number of physical servers in the data center by 50%. You are working as part of the deployment team trying to achieve this goal. You are currently migrating physical servers into virtualized systems and removing the physical servers from the data center. Which step of the continual improvement model are you working on?
Take action
Your company’s web server is currently experiencing a denial of service attack which is preventing external users from accessing the company’s e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall’s access control list. Normally, any changes to the firewall’s access control list must be approved through change management first. Which type of change should be initiated by the information security team?
Emergency
What is a standard change?
A change that is routine in nature, is fully documented, and the risks are well understood.
You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?
Normal
What should NOT be included in incident management?
Detailed procedures on how to diagnose, investigate, and resolve incidents
Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?
Incident management
Each time users attempt to log on to the domain using their username and password, they receive an error that ‘the authentication server is not responding’. This is happening to multiple users across the network. How would you categorize this issue?
Problem
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won’t arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?
Workaround
How does ‘service request management’ contribute to ‘design and transition’ activity?
By initiating standard changes to fulfill service requests
What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?
Provide trend, quality, and feedback information about requests
What does a centralized service desk require?
Remote access tools
Your company has three service desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India. What type of service desk model is your company using?
Follow-the-sun
What should be included in every service level agreement?
Clearly defined service outcomes
How does ‘service level management’ contribute to the ‘obtain/build’ value chain activity?
Provides objectives for component and service performance for products and services
What is an example of an action a service request management employee would undertake as part of the ‘engage’ activity?
Communicate with consumers to understand their requirements
How should an organization adopt ‘continual improvement’ methods?
Select a few key methods to suit the types of improvement that the organization handles
