Practice Tests Flashcards
What is the definition of a service?
a) The means by which an organization is directed and controlled
b) A set of specialized organizational capabilities for enabling value to customers
c) A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
d) 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.
d) 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.
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.
a) Assurance
b) Promise
c) Functionality
d) Outcome
c) Functionality
Identify the missing word in the following sentence. [?] is the practice of 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.
a) IT asset management
b) Service configuration management
c) Change enablement
d) Service level management
c) Change enablement
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.
a) Output
b) Product
c) Service
d) Outcome
c) Service
What is the purpose of the ‘information security management’ practice?
a) Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information
b) Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way
c) Ensuring that services deliver agreed levels of availability or that change can be assessed
d) Systematically observing services and service components and recording and reporting selected changes of state identified as events
a) Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information
What is the purpose of the ‘monitoring and event management’ practice?
a) Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
b) Systematically observing services and service components and recording and reporting selected changes of state identified as events
c) Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
d) Ensuring that all an organization’s projects are successfully delivered
b) Systematically observing services and service components and recording and reporting selected changes of state identified as events
What is the purpose of the ‘incident management’ practice?
a) Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
b) Ensuring that services deliver agreed levels of availability or that change can be assessed
c) Ensuring that all an organization’s projects are successfully delivered
d) Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
d) Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
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?
a) Change enablement
b) IT asset management
c) Service configuration management
d) Service level management
c) Service configuration management
Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
a) Incident management
b) Service level management
c) Service request management
d) Service desk
d) Service desk
Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?
a) An outcome
b) Value
c) A service offering
d) An output
c) A service offering
Which describes outputs?
a) Tangible or intangible deliverables
b) Functionality offered by a product or service
c) Results for a stakeholder
d) Configuration of an organization’s resources
a) Tangible or intangible deliverables
What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
a) Consumer
b) Service provider
c) Customer
d) Organization
d) Organization
Which describes the nature of the guiding principles?
a) A guiding principle is mandatory and must be used when adopting a new service within the organization
b) A guiding principle is specific and only applies to one initiative within the organization
c) An organization must implement the guiding principles exactly as defined by the ITIL 4 Foundation manual
d) A guiding principle is a recommendation used as guidance in all circumstances.
d) A guiding principle is a recommendation used as guidance in all circumstances.
Which guiding principle is most affected by the customer experience (CX)?
a) Progress iteratively with feedback
b) Focus on value
c) Think and work holistically
d) Start where you are
b) Focus on value
Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?
a) Focus on value
b) Collaborate and promote visibility
c) Start where you are
d) Keep it simple and practical
c) Start where you are
Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn’t understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?
a) Focus on value
b) Collaborate and promote visibility
c) Optimize and automate
d) Progress iteratively with feedback
d) Progress iteratively with feedback
You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?
a) Focus on value
b) Collaborate and promote visibility
c) Start where you are
d) Keep it simple and practical
b) Collaborate and promote visibility
John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user’s inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of ‘think and work holistically’?
a) John should optimize his code to ensure it runs efficiently
b) John should meet with Sally to determine how the digital product fulfillment will occur
c) John should wait until Sally’s portion is complete before beginning his to ensure they work together properly
d) John should tell Sally to wait until his portion is done before starting hers to ensure compatibility
b) John should meet with Sally to determine how the digital product fulfillment will occur
Which of these are a key focus of the ‘organization and people’ dimension?
a) Security and compliance
b) Activities that transform inputs into outputs
c) Roles and responsibilities
d) Contracts and agreements
c) Roles and responsibilities
Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?
a) Workflow management and inventory systems
b) Roles and responsibilities
c) Contracts and agreements
d) Security and compliance
a) Workflow management and inventory systems
Which ITIL concept describes the service value chain?
a) Seven guiding principles
b) Four dimensions of service management
c) Service value system
d) Practices
c) Service value system
What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?
a) Continual improvement
b) Service value chain
c) Practices
d) Guiding principles
b) Service value chain
Which value chain activity includes portfolio decisions for design and transition?
a) Engage
b) Improve
c) Plan
d) Deliver and support
c) Plan
Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?
a) Where are we now
b) What is the vision
c) Where do we want to be
d) How do we get there
b) What is the vision
When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?
a) The high-level direction of the initiative has been understood
b) The detailed steps of how to achieve your objectives
c) What metrics you will use to measure success
d) The current processes being used
a) The high-level direction of the initiative has been understood
Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?
a) What is the vision
b) Where do we want to be
c) How do we get there
d) Where are we now
b) Where do we want to be
What is a normal change?
a) A change that doesn’t need risk assessment because the procedure has been pre-authorized
b) A change that needs to be assessed, authorized, and scheduled by a change authority
c) A change that doesn’t need risk assessment because it is required to resolve an incident
d) A change that is routine in nature, is fully documented, and the risks are well understood
b) A change that needs to be assessed, authorized, and scheduled by a change authority
Your company’s external router has just malfunctioned and needs to be replaced. The entire organization’s connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?
a) Standard
b) Normal
c) Emergency
d) Routine
c) Emergency
What is a change schedule NOT used for?
a) Developing features
b) Planning changes
c) Avoiding conflicts
d) Assigning resources
a) Developing features
How can you ensure the incidents with the highest business impact are resolved first?
a) Implement incident classification
b) Use automation
c) Utilize self-help tools
d) Utilize problem management
a) Implement incident classification
Which incidents should be logged?
a) Only an incident that cannot be immediately resolved
b) Every incident should be logged
c) Any incident that occurs more than once
d) Only incidents that are not solved using self-help tools
b) Every incident should be logged
What is NOT a phase in problem management?
a) Problem identification
b) Problem classification
c) Problem control
d) Error control
b) Problem classification
If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?
a) Incident
b) Solution
c) Workaround
d) Known error
c) Workaround
How does ‘service request management’ contribute to the ‘improve’ value chain activity?
a) It ensures that users continue to be productive when they need assistance from the service provider
b) It collects user-specific requirements, sets expectations, and provides status updates
c) It analyzes data to identify opportunities to provide new service request options
d) It acquires pre-approved service components to help fulfill service requests
c) It analyzes data to identify opportunities to provide new service request options
Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
a) Uniquely handled
b) Standardized
c) Creatively solved
d) Ignored
b) Standardized
Your smartphone isn’t working properly. You call the toll-free number for your service provider’s support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?
a) Problem Management
b) Service desk
c) Service request management
d) Incident management
b) Service desk
Which is a recommendation of the ‘service desk’ practice?
a) Service desks should never use technologies such as SMS and chat functions
b) Service desks should be highly technical functions
c) Service desks should have a practical understanding of the business practices across the organization
d) Service desks should always use a virtual service desk
c) Service desks should have a practical understanding of the business practices across the organization
What is a service level agreement used for? To measure the performance of ___.
a) services from a customer’s point of view
b) the service availability
c) the service capability
d) the service from the service provider’s point of view
a) services from a customer’s point of view
How does ‘service level management’ contribute to the ‘plan’ value chain activity?
a) Uses feedback from users about the service and requirements from customers to make the service better
b) Provides information about the actual service performance and trends
c) Collects and processes feedback from customers and users
d) Collects feedback during interactions and communicates service performance objectives to the operations and support teams
b) Provides information about the actual service performance and trends
What should be included in every service level agreement?
a) Detailed metrics to capture availability of the system
b) Metrics for system response time
c) Clearly defined service outcomes
d) Number of emails sent per hour
c) Clearly defined service outcomes
The functionality offered by a product or service to meet a particular need.
utility
A ___ is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
customer
Any valuable component that can contribute to the delivery of an IT product or service.
IT asset
A(n) ___ is any component that needs to be managed in order to deliver an IT service.
Configuration item
What is the purpose of the “relationship management” practice?
a) Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
c) 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
d) Ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
a) Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
The purpose of the ___ practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
problem management
___ management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident
What is defined as the practice of 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?
Continual improvement
Identify the missing word in the following sentence. ___ 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.
Service level management
Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google’s G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training’s students?
service relationship management
What term best describes the perceived benefits, usefulness, and importance of something?
Value
Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won’t be achieved. What term best describes your manager’s concerns?
Risks
Fill in the blank. ___ are defined as recommendations that can guide an organization in all circumstances and will guide organizations when adopting service management.
Guiding principles
You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?
Focus on value
Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?
Start where you are
Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?
Collaborate and promote visibility
During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?
Keep it simple and practical
What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?
Automation
Which service management dimension is focused on the roles and responsibilities of the people involved in a process’ workflow?
Organizations and people
Which service management dimension is focused on the communication systems and knowledge bases used by employees?
IT
Which ITIL concept describes practices?
Service value system
Which of the following is NOT an activity within the service value chain?
a) Plan
b) Engage
c) Delivery and Support
d) Practice
d) Practice
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?
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?
How do we get there
You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?
Normal
A change that must be implemented as soon as possible because it is required to resolve an incident or security issue.
emergency change
Who is responsible for approving a change within the organization?
Change authority
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?
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?
a) It can provide automated resolution and closure of complex incidents
b) It can ensure that incidents are resolved within the agreed upon timeframe in the SLA
c) It can provide automated matching of incidents to problems or known errors
d) It can provide specialized knowledge for solving complicated incidents
c) It can provide automated matching of incidents to problems or known errors
What is usually included as part of ‘incident management’?
a) Scripts for collecting initial information about incidents
b) Detailed procedures for the diagnosis of incidents
c) Authority to implement changes to a system
d) Observation of all services and service components to identify any change in state
a) 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?
Problem
The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?
Known error
How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?
a) It ensures that users continue to be productive when they need assistance from the service provider
b) It collects user-specific requirements, sets expectations, and provides status updates
c) By initiating standard changes to fulfill service requests
d) It acquires pre-approved service components to help fulfill service requests
a) It ensures that users continue to be productive when they need assistance from the service provider
What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?
a) Analyzing data to identify opportunities to provide new service request options
b) Ensuring users continue to be productive when the need assistance from the service provider
c) Acquiring pre-approved service components to help fulfill service requests
d) Initiating standard changes to fulfill service requests
c) Acquiring pre-approved service components to help fulfill service requests
(T/F) Service desks should always be a physical team in a single fixed location.
False
(T/F) Service desks should be designed based on your organization, its business processes, and the user requirements.
True
(T/F) Service desks should always use a virtual service desk to save money.
False
(T/F) Service desks should always be local to the organization they support.
False
What activity is the main channel for communication and collaboration with users?
Service desk
You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is ‘green’ (meaning, we are meeting all of the targets). Just then, another executive asks, “If everything is showing as ‘green’, why am I hearing other users complain that the service is always unavailable for use?” What might be the reason for this?
Your supervisor’s data is ___.
a) based on operational metrics
b) based on business metrics
c) based on availability metrics
d) not based on business outcomes
d) not based on business outcomes
How does ‘service level management’ contribute to the ‘improve’ value chain activity?
a) Uses feedback from users about the service and requirements from customers to make the service better
b) Provides feedback from interactions with customers into new or changed services
c) Provides information about the actual service performance and trends
d) Collects feedback during interactions and communicates service performance objectives to the operations and support teams
a) Uses feedback from users about the service and requirements from customers to make the service better
You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?
Engage
What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?
a) Ensuring users continue to be productive when they need assistance from the service provider
b) Collecting user-specific requirements, setting expectations, and providing status updates
c) Acquiring pre-approved service components to help fulfill service requests
d) Initiating standard changes to fulfill service requests
d) Initiating standard changes to fulfill service requests
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
customer
A sponsor is a person who authorizes ___ for service consumption.
a) Outcomes
b) Requirements
c) Outputs
d) Budget
d) Budget
A cause, or potential cause, of one or more incidents
problem
The addition, modification, or removal of anything that could have a direct or indirect effect on services?
Change
The ___ is the practice of capturing demand for incident resolution and service requests.
service desk
The purpose of the ___ practice is to ensure that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed.
service configuration management
The purpose of the ___ practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
service request management
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
Information security management
___ is the practice of 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.
change enablement
Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training’s website. Dion Training is responsible for managing the amount of storage space utilized on the service provider’s server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?
a) Service consumption
b) Service provision
c) Service offering
d) Warranty of a service
a) Service consumption
The functionality offered by a product or service to meet a particular need.
utility
A service that is “fit for use”.
warranty
What are guiding principles considered?
a) Mandatory actions
b) Prescriptive requirements
c) Recommendations
d) Governance
c) Recommendations
You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?
a) Optimize and automate
b) Keep it simple and practical
c) Collaborate and promote visibility
d) Start where you are
d) Start where you are
A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?
a) Optimize and automate
b) Keep it simple and practical
c) Progress iteratively with feedback
d) Start where you are
c) Progress iteratively with feedback
Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?
a) Improve
b) Plan
c) Deliver and support
d) Obtain/build
a) Improve
Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?
a) What is the vision
b) Where do we want to be
c) How do we get there
d) Where are we now
d) Where are we now
During which step of the continual improvement model is change management and release management usually performed?
a) Take action
b) Where do we want to be
c) What is the vision
d) Where are we now
a) Take action
Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?
a) Did we get there
b) Take action
c) How do we get there
d) Where are we now
a) Did we get there
During which step of the continual improvement model do you create your objective baseline measurement?
a) What is the vision
b) Where do we want to be
c) How do we get there
d) Where are we now
d) Where are we now
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?
a) What is the vision
b) How do we keep the momentum going
c) How do we get there
d) Where are we now
b) How do we keep the momentum going
What is usually included as part of ‘incident management’?
a) Detailed procedures for the diagnosis of incidents
b) Formalized processes for logging incidents
c) Observation of all services and service components to identify any change in state
d) Authority to implement changes to a system
b) Formalized processes for logging incidents
Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?
a) Event
b) Problem
c) Incident
d) Request
c) Incident
Which of the following is NOT a problem identification activity?
a) Detecting duplicate and recurring issues
b) Logging an incident
c) Performing trend analysis of incident records
d) Analysis of multiple incidents that may be linked together
b) Logging an incident
What is NOT a phase in problem management?
a) Problem identification
b) Error control
c) Problem control
d) Incident logging
d) Incident logging
How does ‘service request management’ contribute to the ‘engage’ value chain activity?
a) It ensures that users continue to be productive when they need assistance from the service provider
b) It collects user-specific requirements, sets expectations, and provides status updates
c) By initiating standard changes to fulfill service requests
d) It acquires pre-approved service components to help fulfill service requests
b) It collects user-specific requirements, sets expectations, and provides status updates
What is an example of an action a service request management employee would undertake as part of the “improve” activity?
a) Communicate with consumers to understand their requirements
b) Initiate and fulfill standard changes
c) Provide trend, quality, and feedback information about requests
d) Fulfill consumer’s service requests through acquisition of service components
c) Provide trend, quality, and feedback information about requests
What does a centralized service desk require?
a) Knowledge base
b) Walk-in service hours
c) 24x7 support
d) Outsourced employees
a) Knowledge base
If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?
a) Virtual
b) Centralized
c) Follow-the-sun
d) Local
b) Centralized
What should be included in every service level agreement?
a) Clearly defined service outcomes
b) Latency requirements
c) Metric for amount of downtime on the backup server
d) Metric for percentage of disk space available on the file server
a) Clearly defined service outcomes
Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?
a) Customer feedback
b) Competitor’s metrics
c) Operational metrics
d) Business metrics
b) Competitor’s metrics
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?
a) Incident
b) Workaround
c) Problem
d) Known error
d) Known error
How does ‘service level management’ contribute to the ‘engage’ value chain activity?
a) Collects feedback during interactions and communicates service performance objectives to the operations and support teams
b) Provides feedback from interactions with customers into new or changed services
c) Collects and processes feedback from customers and users
d) Provides information about the actual service performance and trends
c) Collects and processes feedback from customers and users
Which guiding principle is focused on increasing communication both within the project and outside of it?
a) Keep it simple and practical
b) Collaborate and promote visibility
c) Progress iteratively with feedback
d) Optimize and automate
b) Collaborate and promote visibility
Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?
think and work holistically
You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call ‘measures of effectiveness’. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?
Keep it simple and practical
Which service management dimension is focused on an organization’s relationships with other organizations in order to deliver its services?
Partners and suppliers
Which of these are a key focus of the ‘value streams and processes’ dimension?
a) Workflow management and inventory systems
b) Activities that transform inputs into outputs
c) Roles and responsibilities
d) Contracts and agreements
b) Activities that transform inputs into outputs
Which ITIL concept describes continual improvement?
Service value system
Which of the following is NOT an activity within the service value chain?
a) Service relationships
b) Improve
c) Design and Transition
d) Obtain/Build
a) Service relationships
(T/F) “Continual improvement” should have minimal interaction with other practices.
False
Explanation
Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.
(T/F) Everyone in the organization is responsible for some aspects of “continual improvement”.
True
Explanation
Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.
(T/F) All improvement ideas should be logged in a single “continual improvement” register.
False
Explanation
Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.
(T/F) A single team should carry out “continual improvement” across the organization.
False
Explanation
Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
a) Understanding stakeholder needs
b) Ensuring service components are available
c) Understanding the organization’s vision
d) Meeting stakeholder expectations.
d) Meeting stakeholder expectations.
Explanation
The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market.
A cause, or potential cause, of one or more incidents.
problem
What is the purpose of the ‘monitoring and event management’ practice?
a) To systematically observe services and service components
b) To capture demand for incident resolution and service requests
c) To restore normal service operation as quickly as possible
d) To manage workarounds and known errors
a) To systematically observe services and service components
Explanation
The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritizes infrastructure, services, business processes, and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.
Which practice has a purpose that includes managing risks to confidentiality, integrity, and availability?
a) Problem management
b) Information security management
c) Service configuration management
d) Change enablement
b) Information security management
Explanation
The purpose of the information security management practice is to protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and nonrepudiation (ensuring that someone can’t deny that they took an action).
Which practice has a strong influence on the user experience and perception of the service provider?
a) Service desk
b) Supplier management
c) Service level management
d) Change enablement
a) Service desk
Explanation
The service desk may not need to be highly technical, although some are. However, even if the service desk is fairly simple, it still plays a vital role in the delivery of services, and must be actively supported by its peer groups. It is also essential to understand that the service desk has a major influence on user experience and how the service provider is perceived by the users.
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [_____], and the CIs that support them, is available when and where it is needed.
a) skills of people
b) authorization of changes
c) configuration of services
d) relationships with suppliers
c) configuration of services
Explanation
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
What is the MOST important reason for prioritizing incidents?
a) To provide links to related changes and known errors
b) To ensure that user expectations are realistic
c) To ensure that incidents with highest impact are resolved first
c) To ensure that incidents with highest impact are resolved first
Explanation
Incident management can have an enormous impact on customer and user satisfaction, and on how customers and users perceive the service provider. Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic. Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first.
Which statement about outcomes is CORRECT?
a) They co-create value for service providers by reducing costs and risks.
b) They provide products to service providers based on outputs.
c) They are deliverables provided to service consumers.
d) They allow service consumers to achieve a desired result.
d) They allow service consumers to achieve a desired result.
Explanation
By definition, outcome is a result for a stakeholder enabled by one or more outputs. In other words, outcomes allow service consumers to achieve a desired result.
Which is a purpose of the ‘relationship management’ practice?
a) To identify, analyze, monitor, and continually improve links with stakeholders
b) To systematically observe services and service components
c) To protect the information needed by the organization to conduct its business
d) To be the entry point and single point of contact for the service provider with all of its users
a) To identify, analyze, monitor, and continually improve links with stakeholders
Explanation
The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.
Which statement about service relationship management is CORRECT?
a) It requires the service consumer to create resources for the service provider
b) It focuses on the fulfilment of the agreed service actions
c) It requires co-operation of both the service provider and service consumer
d) It focuses on the service actions performed by users
c) It requires co-operation of both the service provider and service consumer
Explanation
Service relationship is a cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.
Of these three components, service relationship management is joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Which statement about problems is CORRECT?
a) Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
b) Problems are not related to incidents.
c) Problems must be resolved quickly in order to restore normal business activity.
d) Problem prioritization involves risk assessment.
d) Problem prioritization involves risk assessment.
Explanation
Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability. It is not essential to analyze every problem; it is more valuable to make significant progress on the highest-priority problems than to investigate every minor problem that the organization is aware of.
A person who approves a change.
change authority
Which of the four dimensions is concerned with “the supporting information and knowledge needed to deliver and manage the services”?
a) Partners and suppliers
b) Information and technology
c) Value streams and processes
d) Organization and people
b) Information and technology
Which is NOT a component of the service value system?
a) Opportunity and demand
b) The service value chain
c) Governance
d) Continual improvement
a) Opportunity and demand
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
a) Progress iteratively with feedback
b) Collaborate and promote visibility
c) Keep it simple and practical
d) Think and work holistically
c) Keep it simple and practical
Explanation
One important step of “Keep it simple and practical” guiding principle is judging what to keep.
When analysing a practice, process, service, metric, or other improvement target, always ask whether it contributes to value creation. When designing or improving service management, it is better to start with an uncomplicated approach and then carefully add controls, activities, or metrics when it is seen that they are truly needed.
Critical to keeping service management simple and practical is understanding exactly how something contributes to value creation. For example, a step in a process may be perceived by the operational staff involved as a waste of time. However, from a corporate perspective, the same step may be important for regulatory compliance and therefore valuable in an indirect, but nevertheless important, way. It is necessary to establish and communicate a holistic view of the organization’s work so that individual teams or groups can think holistically about how their work is being influenced by, and in turn influences, others.
Which practice is responsible for moving new or changed components to live or other environments?
a) Deployment management
b) Change enablement
c) Release management
d) Supplier management
a) Deployment management
Explanation
The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
a) The ability to discover and respond to failure earlier
b) Standardization of practices and services
c) Understanding the current state and identifying what can be reused
d) Understanding the customer’s perception of value
a) The ability to discover and respond to failure earlier
Explanation
Working in a timeboxed, iterative manner with feedback loops embedded into the process allows for:
– greater flexibility
– faster responses to customer and business needs
– the ability to discover and respond to failure earlier
– an overall improvement in quality.
Having appropriate feedback loops between the participants of an activity gives them a better understanding of where their work comes from, where their outputs go, and how their actions and outputs affect the outcomes, which in turn enables them to make better decisions.
Which action is performed by a service provider?
a) Requesting required service actions
b) Ensuring access to agreed resources
c) Authorizing budget for service consumption
d) Receiving of the agreed goods
b) Ensuring access to agreed resources
Explanation
Service offering is a formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions. Of these components, accessing to resources granted or licensed to a consumer under agreed terms and conditions (for example, to the mobile network, or to the network storage). The resources remain under the provider’s control and can be accessed by the consumer only during the agreed service consumption period
Which of these are influencing factors for partner and supplier strategy?
- Corporate hospitality
- Resource scarcity
- Demand patterns
- Personal relationship with supplier
a) 1 and 2
b) 1 and 4
c) 3 and 4
d) 2 and 3
d) 2 and 3
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [_____].
a) new methods
b) existing information
c) additional measurements
d) revised processes
b) existing information
Explanation
In the process of eliminating old, unsuccessful methods or services and creating something better, there can be great temptation to remove what has been done in the past and build something completely new. This is rarely necessary, or a wise decision. This approach can be extremely wasteful, not only in terms of time, but also in terms of the loss of existing services, processes, people, and tools that could have significant value in the improvement effort. Do not start over without first considering what is already available to be leveraged.
Which is a risk that might be removed from a service consumer by an IT service?
a) Security breach
b) Service provider ceasing to trade
c) Failure of server hardware
d) Cost of purchasing servers
c) Failure of server hardware
Explanation
There are two types of risk that are of concern to service consumers:
– risks removed from a consumer by the service (part of the value proposition). These may include failure of the consumer’s server hardware or lack of staff availability. In some cases, a service may only reduce a consumer’s risks, but the consumer may determine that this reduction is sufficient to support the value proposition
– risks imposed on a consumer by the service (risks of service consumption). An example of this would be a service provider ceasing to trade, or experiencing a security breach.
