Practice Test Flashcards
How does ‘service request management’ contribute to the ‘improve’ value chain activity?
-It ensures that users continue to be productive when they need assistance from the service provider
-It collects user-specific requirements, sets expectations, and provides status updates
-It analyzes data to identify opportunities to provide new service request options
-It acquires pre-approved service components to help fulfill service requests
It analyzes data to identify opportunities to provide new service request options
How does ‘service level management’ contribute to the ‘plan’ value chain activity?
-Uses feedback from users about the service and requirements from customers to make the service better
-Provides information about the actual service performance and trends
-Collects and processes feedback from customers and users
-Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides information about the actual service performance and trends
Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.
- Output
- Product
-Service
- Outcome
Service
What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?
- Change enablement
- IT Asset Management
- Service configuration management
- Service level management
Service configuration management
Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
- Incident management
- Service level management
- Service request management
- Service desk
Service desk
Which guiding principle is most affected by the customer experience (CX)?
- Progress iteratively with feedback
- Focus on value
- Think and work holistically
- Start where you are
Focus on value
Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?
- Workflow management and inventory systems
- Roles and responsibilities
- Contracts and Agreements
- Security and Compliance
Workflow management and inventory systems
Which ITIL concept describes the service value chain?
- Seven guiding principles
- Four dimensions of service management
- Service value system
- Practices
Service value system
Which value chain activity includes portfolio decisions for design and transition?
- Engage
- Improve
- Plan
- Deliver
Plan
Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?
- Where are we now
- What is the vision
-Where do we want to be
- How do we get there
What is the vision
Which describes the functionality offered by a product or service to meet a particular need?
- Outcome
- Value
- Warranty
- Utility
Utility
What is NOT a phase in problem management?
- Problem identification
- Problem classification
- Problem control
- Error control
Problem classification
How does ‘service request management’ contribute to the ‘improve’ value chain activity?
- It ensures that users continue to be productive when they need assistance from the service provider
- It collects user-specific requirements, sets expectations, and provides status updates
- It analyzes data to identify opportunities to provide new service request options
- It acquires pre-approved service components to help fulfill service requests
It analyzes data to identify opportunities to provide new service request options
How does ‘service level management’ contribute to the ‘plan’ value chain activity?
- Uses feedback from users about the service and requirements from customers to make the service better
-Provides information about the actual service performance and trends - Collects and processes feedback from customers and users
- Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides information about the actual service performance and trends
What is the purpose of the ‘monitoring and event management’ practice?
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
- Systematically observing services and service components and recording and reporting selected changes of state identified as events
- Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
- Ensuring that all an organization’s projects are successfully delivered
Systematically observing services and service components and recording and reporting selected changes of state identified as events
Service [?] management is the practice of 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.
- Capacity
- Availability
- Request
- Level
Level
What term best describes the perceived benefits, usefulness, and importance of something?
- Utility
- Warranty
- Outcome
- Value
Value
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
- Outcomes
- Cost
- Outputs
- Benefits
Outcomes
A(n) [?] is any component that needs to be managed in order to deliver an IT service.
- Product
- Outputs
- Asset
- Configuration item
Configuration item
Which ITIL concept describes practices?
- Seven guiding principles
- Service value system
- Service value chain
- Four dimensions of service management
Service value system
Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?
- Design and transition
- Engage
- Obtain/Build
- Deliver and support
Obtain/build
Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on?
- Where do we want to be
- How do we get there
- Where are we now
- Take action
How do we get there
You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?
- Problem
- Event
- Incident
- Resolution
Incident
Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?
- It can provide automated resolution and closure of complex incidents
- It can ensure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA)
- It can provide automated matching of incidents to problems or known errors
- The system can provide specialized knowledge for solving complicated incidents
It can provide automated matching of incidents to problems or known errors
What is usually included as part of ‘incident management’?
- Scripts for collecting initial information about incidents
- Detailed procedures for the diagnosis of incidents
- Authority to implement changes to a system
- Observation of all services and service components to identify any change in state
Scripts for collecting initial information about incidents
You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?
- Incident
- Workaround
- Problem
- Event
Problem
How does ‘service level management’ contribute to the ‘improve’ value chain activity?
- Uses feedback from users about the service and requirements from customers to make the service better
- Provides feedback from interactions with customers into new or changed services
- Provides information about the actual service performance and trends
- Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Uses feedback from users about the service and requirements from customers to make the service better
What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?
- Ensuring users continue to be productive when they need assistance from the service provider
- Collecting user-specific requirements, setting expectations, and providing status updates
- Acquiring pre-approved service components to help fulfill service requests
- Initiating standard changes to fulfill service requests
Initiating standard changes to fulfill service requests
What term best describes a service that is ‘fit for use’?
- Utility
- Value
- Warranty
- Outcome
Warranty
What is NOT a phase in problem management?
- Problem identification
- Error control
- Problem control
- Incident loggin
Incident logging
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?
- Incident
- Workaround
- Problem
- Known error
Known error
How does ‘service level management’ contribute to the ‘engage’ value chain activity?
- Collects feedback during interactions and communicates service performance objectives to the operations and support teams
- Provides feedback from interactions with customers into new or changed services
- Collects and processes feedback from customers and users
- Provides information about the actual service performance and trends
Collects and processes feedback from customers and users
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?
- Where are we now
- What is the vision
- How do we keep the momentum going
- How do we get there
How do we keep the momentum going
During which step of the continual improvement model do you create your objective baseline measurement?
- What is the vision
- Where are we now
- How do we get there
- Where do we want to be
Where are we now
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?
- Organization and People
- Information and Technology
- Value streams and processes
- Partners and Suppliers
Value streams and processes
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?
- Mandatory actions
- Guiding principle
- Governance
- Value
Guiding principle
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?
- Output
- Value
- Cost
- Outcome
Output
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.
- availability
- event
- incident
- problem
incident
How should measures and metrics be used to measure your service level management levels?
- To measure the performance of a component in the system
- To measure the performance of the entire system
- To measure the availability of a network
- To provide a representation of the actual customer’s experience
To provide a representation of the actual customer’s experience
How does ‘service request management’ contribute to ‘design and transition’ activity?
- By collecting user-specific request requirements
- By initiating standard changes to fulfill service requests
- By providing service request trend and quality information
- It acquires pre-approved service components to help fulfill service requests
By initiating standard changes to fulfill service requests
Which practice would include a formalized process for logging unplanned interruptions to a service?
- incident management
- change management
- problem management
- service level management
incident management
What is usually NOT included as part of ‘incident management’?
- Ensure expected performance levels are maintained
- Observation of all services and service components to identify any change in state
- Detailed procedures for the diagnosis of incidents
- Use of specialized knowledge for complicated incidents
Detailed procedures for the diagnosis of incidents
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?
- Standard
- Normal
- Emergency
- Routine
Standard
Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?
- Deliver and support
- obtain/build
- design and transition
- plan
design and transition
Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?
- improve
- deliver and support
- obtain/build
- design and transition
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?
- What is the vision
- How do we get there
- Where do we want to be
- Where are we now
Where do we want to be
What does a centralized service desk require?
- Local service desk analysts
- Complex automation
- 24x7 support
- Remote access tools
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?
- Virtual
- Centralized
- Follow the sun
- Local
follow the sun
What term best describes a service that is ‘fit for purpose’?
- Warranty
- Output
- Utility
- Outcomes
Utility
What is defined as a cause, or potential cause, of one or more incidents?
- Changes
- Known error
- Problem
- Events
Problem
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.
- Availability
- Event
- Incident
- Problem
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 offering
- Service relationship management
- Service provision
- Service consumption
service consumption
What is the definition of service management?
- A set of specialized organizational capabilities for enabling value to customers
- The means by which an organization is directed and controlled
- A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
- A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
A set of specialized organizational capabilities for enabling value to customers
Which statement about the value chain activities is CORRECT?
- Practices are considered a value chain activity
- Continual improvement is considered a value chain activity
- Service value chain activities receive and provide triggers for further actions to be taken
- Activities within a service value chain operate independently from each other
Service value chain activities receive and provide triggers for further actions to be taken
What is the step after ‘how do we keep the momentum going’ in the continual improvement model?
- Did we get there
- How do we get there
- What is the vision
- Where are we now
What is the vision
Which statement about a change authority is CORRECT?
- A single change authority should be assigned to authorize all types of change and change models
- Normal changes are pre-authorized and do not need a change authority
- A change authority should be assigned for each type of change and change model
- Emergency changes can be implemented without authorization from a change authority
A change authority should be assigned for each type of change and change model
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?
- Plan
- Improve
- Engage
- Obtain/Build
Obtain/Build
How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?
- It ensures that users continue to be productive when they need assistance from the service provider
- It collects user-specific requirements, sets expectations, and provides status updates
- It analyzes data to identify opportunities to provide new service request options
- By acquiring pre-approved service components
It ensures that users continue to be productive when they need assistance from the service provider
Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.
- The contracted
- Established
- Inexpensive
- Agree
Agreed
What is the purpose of the ‘release management’ practice?
- Moving new or changed hardware, software, documentation, processes, or any other service component to live environments
- Making new and changed services and features available for use
- 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
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Making new and changed services and features available for use
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)?
- Service offering
- Service relationship management
- Service provision
- Service consumption
Service relationship management
Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?
- Think and work holistically
- Progress iteratively with feedback
- Focus on value
- Optimize and automate
Optimize and automate
