Practise Exam 1 Flashcards
What is the definition of a service?
- The means by which an organization is directed and controlled.
- A set of specialized organizational capabilities for enabling value to customers.
- 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.
4 - 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 service is 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.
- Assurance
- Promise
- Functionality
- Outcome
3 - Functionality
Utility is the functionality offered by a product or service to meet a particular need.
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.
- IT asset management
- Service Configuration Management
- Change Enablement
- Service Level Management
3 - Change Enablement
Change enablement 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.
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
3 - Service
An event is any change of state that has significance for the management of a service or other configuration item.
What is the purpose of the ‘information security management’ practice?
- Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
- Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in cost-effective way.
- Ensuring that services deliver agreed levels of availability or that change can be assessed.
- Systematically observing services and service components and recording and reporting selected changes of state identified as events.
1 - Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
Information security management is the practice of 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?
- 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 organizations projects are successfully delivered.
2 - Systematically observing services and service components and recording and reporting selected changes of state identified as events.
Monitoring and event management is the practice of 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?
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
- Ensuring that service deliver agreed levels of availability or that change can be assessed.
- Ensuring that all an organizations projects are successfully delivered.
- Minimizing the negative impact of incidents by restoring normal service operations as quickly as possible.
4 - Minimizing the negative impact of incidents by restoring normal service operations as quickly as possible.
Incident management is the practice of 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?
- Change Enablement
- IT-Asset Management
- Service Configuration Management
- Service Level Management
3 - Service Configuration Management
Service configuration management is 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.
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
4 - Service Desk
The service desk is the practice of capturing demand for incident resolution and service requests.
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?
- An outcome
- Value
- A service Offering
- An output
3 - A Service Offering
A service offering is a description of one or more services, designed to address the needs of a target consumer group (which may include goods, access to resources, and service actions). In the case of this service offering, Dion Training is providing students with everything they need to study for the certification exam (videos, practice exams, and a study guide), but they are not providing the students with the actual exam voucher to take the exam. The service provider may offer a different package or bundle that provides the voucher as well.
Which describes outputs?
- Tangible or intangible deliverables
- Functionality offered by a product or service.
- Results for a stakeholder
- Configuration of an organizations resources.
1 - Tangible or intangible deliverables
An output is a tangible or intangible deliverable of an activity. For example, a ‘Profit and Loss statement’ being produced might be an output of an accounting program.
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?
- Consumer
- Service Provider
- Customer
- Organization
4 - Organization
An organization is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. An organization can be an entire company, a department within a company, or even just a small group of people focused around a singular set of objectives.
Which describes the nature of the guiding principles?
- A guiding principle is mandatory and must be used when adopting a new service within the organization.
- A guiding principle is specific and only applies to one initiative within the organization.
- An organization must implement the guiding principles exactly as deines by the ITILv4 Foundation manual.
- A guiding principle is a recommendation used as guidance in all circumstances.
4 - A guiding principle is a recommendation used as guidance in all circumstances.
A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.
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.
2 - Focus on Value
The customer experience (CX) is an important element of value. The customer experience must be actively managed. The service provider must know how service consumers use each service and understand the entirety of the interactions that a customer has with an organization and its products to fully understand the customer experience. This is mainly identified and explored through a ‘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?
- Focus on value
- Collaborate and promote visibility
- Start where you are
- Keep it simple and practical
3 - Start where you are
Based on the scenario given, this best describes the guiding principle of ‘start where you are’ because the current state is being investigated and observed directly to ensure it is fully understood before attempting to build a new service. The team manager is attempting to leverage the pre-existing processes and procedures before creating new ones from scratch.
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?
- Focus on value
- Collaborate and promote visibility
- Optimize and automate
- Progress iteratively with feedback
4 - Progress Iteratively with Feedback
This is an example of the guiding principle of ‘progress iteratively with feedback’. Since the curriculum was created (v1.0), and then changed based on student experience and feedback, the curriculum was updated and revised to the next version (v1.1). At Dion Training, we are always improving our courses based on our students’ reviews and feedback to continually improve the courses we teach.