Practise Exam 3 Flashcards
What is the definition of a customer?
- A person who authorizes budget for service consumption
- A person who works for an organization other than the service provider.
- A person who uses services
- A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
4 - A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
A customer is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Identify the missing word(s) in the following sentence.
A sponsor is a person who authorizes [?} for service consumption.
- Outcomes
- Requirements
- Outputs
- Budget
4 - Budget
A sponsor is a person who authorizes budget for service consumption. This can also be used to describe an organization or individual that provides financial or other support for an initiative.
What is the definition of a problem?
- The addition, modification, or removal of anything that could have a direct or indirect effect on service.
- An unplanned interruption to a service or reduction in the quality of a service.
- A cause, or potential cause, of one or more incidents.
- An issue that has been analyzed but has not been resolved.
3 - A cause, or potential cause, of one or more incidents.
A problem is a cause, or potential cause, of one or more incidents.
What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?
- Change
- Event
- Incident
- Problem
1 - Change
A change is the addition, modification, or removal of anything that could have a direct or indirect effect on services.
Identify the missing word in the following sentence.
The [?] is the practice of capturing demand for incident resolution and service requests.
- Incident Manager
- 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.
What is the purpose of the ‘service configuration 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.
- Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against targets.
- Ensuring that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed.
- 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.
3 - Ensuring 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 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.
What is the purpose of the ‘service request management’ practice?
- Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
- 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.
- Ensuring that an organizations suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
4 - Supporting 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 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.
What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
- Information security management
- Availability management
- Service continuity management
- Change enablement
1 - Information security management
Information security management is the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
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.
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?
- Service Consumption
- Service Provision
- Service Offering
- Warranty of a service
1 - Service Consumption
Service consumption refers to the activities performed by an organization to consume services, which includes the management of the consumer’s resources needed to use the service, service use actions performed by users, and may include the receiving (acquiring) of goods.
Which describes the functionality offered by a product or service to meet a particular need?
- Utility
- Warrany
- Value
- Outcome
1 - Utility
Utility is defined as the functionality offered by a product or service to meet a particular need. When a service has utility, it is referred to as ‘fit for purpose’.
What term best describes a service that is ‘fit for use’?
- Utility
- Value
- Warranty
- Outcome
3 - Warranty
Warranty is defined as the assurance that a product or service will meet agreed requirements. When a service has warranty, it is referred to as ‘fit for use’.
What are guiding principles considered?
- Mandatory Actions
- Prescriptive Requirements
- Recommendations
- Governance
3 - Recommendations
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. Governance is the means by which an organization is directed and controlled. Governance includes mandatory actions and prescriptive requirements.
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?
- Optimize and automate
- Keep it simple and practical
- Collaborate and promote visibility
- Start where you are
4 - 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 fix the service. Before attempting to improve an existing service, you must first analyze the current state and then ‘start where you are’. This prevents an organization from restarting from a ‘blank slate’ each time and instead helps determine what existing services, processes, and components may be reused to create more value.
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?
- Optimize and automate
- Start where you are
- Progress iteratively with feedback
- Keep it simple and practical
3 - Progress iteratively with feedback
This is an example of the guiding principle of ‘progress iteratively with feedback’. The company released the first version with limited functionality and then changed and improved it over time (iteratively) based on the user’s 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?
- Improve
- Plan
- Deliver and Support
- Obtain/Build
1 - Improve
The ‘improve’ value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
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?
- What is the vision?
- Where do we want to be?
- How do we get there?
- Where are we now?
4 - Where are we now?
Where are we now’ is focused on determining the current state of the organization, including mapping out existing processes, conducting objective measurement through metrics, and available resources.
During which step of the continual improvement model is change management and release management usually performed?
- Where do we want to be?
- Take action
- Where are we now?
- What is the vision?
2 - Take Action
The ‘take action’ step of the continual improvement model is focused on performing the actual work involved in order to reach the goals set forth in the ‘where do we want to be’ step. To do this, change management is used to implement a change in the environment and release management is used to make new and changed features available for use.
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?
- Did we get there?
- Where are we now?
- How do we get there?
- Take Action!
1 - Did we get there?
The ‘did we get there’ step is focused on checking the new state of the improvement initiative and comparing it to the original baseline to determine if the desired goal has been reached.
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?
2 - Where are we now?
The ‘where are we now’ step is focused on determining the current state of the organization, including mapping out existing processes, conducting objective measurement through metrics, and available resources.
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?
3 - How do we keep the momentum?
The ‘how do we keep the momentum going’ step of the continual improvement model is used once the improvement has delivered the expected value and the focus is now shifting to increased improvement or to maintain the gains made by the improvement initiative.
What is usually included as part of ‘incident management’?
- Detailed procedures for the diagnosis of incidents
- Formalized processes for logging incidents
- Observation of all services and service components to identify any change in state
- Authority to implement changes to a system
2 - Formalized processes for logging incidents
This process does not usually include detailed procedures on how to diagnose, investigate, and resolve 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?
- Event
- Problem
- Incident
- Request
3 - Incident
An incident is an unplanned interruption to a service or reduction in the quality of a service. Since the wireless service is no longer working and this is an unplanned outage, it should be classified as an incident.
Which of the following is NOT a problem identification activity?
- Detecting duplicate and recurring issues
- Logging an incident
- Preforming trend analysis of incident records
- Analysis of multiple incidents that may be linked together
2 - Logging an incident
Logging an incident is part of the Incident Management activities. Problem management is focused on performing trend analysis of incidents records, detecting duplicate or recurring issues, and analyzing the incidents to identify trends or linked issues.
