Practice Exam #6

Question 1

How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?

Answer 1

It ensures that users continue to be productive when they need assistance from the service provider

Question 2

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

Answer 2

Service desks should have a practical understanding of the wider business

Question 3

What does a centralized service desk require?

Answer 3

Good workflow systems for routing and escalation

Question 4

How does ‘service level management’ contribute to the ‘deliver and support’ value chain activity?

Answer 4

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Question 5

What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?

Answer 5

Service Level Agreement

Question 6

Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using?

Answer 6

Local

Question 7

What is the definition of a sponsor?

Answer 7

A person who authorizes budget for service consumption

Question 8

Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.

Answer 8

Agreed

Question 9

What is the definition of an incident?

Answer 9

An unplanned interruption to a service or reduction in the quality of a service

Question 10

Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved.

Answer 10

Problem

Question 11

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

Answer 11

Making new and changed services and features available for use

Question 12

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

Answer 12

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 13

What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?

Answer 13

Relationship management

Question 14

What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?

Answer 14

Monitoring and event management

Question 15

Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Answer 15

Service request management

Question 16

As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?

Answer 16

Service relationship management

Question 17

Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.

Answer 17

Value

Question 18

Which describes the assurance that a product or service will meet agreed requirements?

Answer 18

Warranty

Question 19

How often should the guiding principles be changed within your organization?

Answer 19

Never

Question 20

What is the main benefit of following the guiding principle of ‘progress iteratively with feedback’?

Answer 20

Faster responses to customers and business needs

Question 21

Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an ‘information radiator’ in the common areas of your floor of the office. This ‘information radiator’ contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this ‘information radiator’?

Answer 21

Collaborate and promote visibility

Question 22

Which guiding principle requires coordination across the organization in order to best understand how a complicated service works?

Answer 22

Think and work holistically

Question 23

You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, “Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, ‘If the account doesn’t belong to one of the above three categories, elevate the request to your supervisor’. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours.” What guiding principle is Nancy recommending you to follow with her approach to solving this problem?

Answer 23

Keep it simple and practical

Question 24

Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?

Answer 24

Optimize and automate

Question 25

Dion Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources?

Answer 25

Organizations and people

Question 26

Your company has recently decided to install a Microsoft SharePoint server to serve as the organization’s knowledge base. Which dimension of service management would this decision best be considered?

Answer 26

Information and technology

Question 27

Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.

Answer 27

Service value system

Question 28

Which statement about the value chain activities is CORRECT?

Answer 28

Service value chain activities receive and provide triggers for further actions to be taken

Question 29

Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer’s request for assistance?

Answer 29

Deliver and support

Question 30

Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?

Answer 30

How do we get there

Question 31

What is the step after ‘how do we keep the momentum going’ in the continual improvement model?

Answer 31

What is the vision

Question 32

Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?

Answer 32

Normal

Question 33

Which statement about a change authority is CORRECT?

Answer 33

A change authority should be assigned for each type of change and change model

Question 34

A standard change has been initiated to create an email account for a new user. Who should authorize this change?

Answer 34

Standard changes are already pre-authorized

Question 35

What is the best description of an emergency change?

Answer 35

A change that must be implemented as soon as possible because it is required to resolve an incident or security issue

Question 36

Which practice would include a formalized process for logging unplanned reduction in the quality of a service?

Answer 36

Incident management

Question 37

Who can report an incident?

Answer 37

Anyone

Question 38

You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?

Answer 38

Obtain/build

Question 39

Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won’t arrive for a few days. What would you classify this as?

Answer 39

Known error

Question 40

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

Answer 40

Automated