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.
What is NOT a phase in problem management?
- Problem identification
- Error Control
- Problem Control
- Incident Logging
4 - Incident Logging
Problem management involves three distinct phases: problem identification, problem control, and error control.
How does ‘service request management’ contribute to the ‘engage’ 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.
- By initiating standard changes to fulfill service requests
- It acquires pre-approved service components to help fulfill service requests.
2 - It collects user-specific requirements, sets expectations, and provides status updates.
This is the ‘engage’ activity. Engage includes regular communication to collect under-specific requirements, set expectations, and to provide status updates.
What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?
- Communicate with consumers to understand their requirements
- Initiate and fulfill standard changes
- Provide trend, quality, and feedback information about requests.
- Fulfill the consumers service requests through acquisition of service components
3 - Provide trend, quality, and feedback information about requests.
This is the ‘improve’ activity. Improve includes the analysis of data to identify opportunities to provide new service request options. It also contributes to improvement by providing trend, quality, and feedback information about fulfillment of requests.
What does a centralized service desk require?
- Knowledge base
- Walk in service hours
- 24/7 support
- Outsources employees
1 - Knowledge Base
A centralized service desk requires supporting technologies like workflow systems for routing and escalation, workforce management and resource planning systems, a centralized knowledge base, intelligent telephony systems, automatic call distribution, and remote access tools. Automation is wonderful and can provide efficiencies, but it is not required. Also, 24x7 support may not be a business requirement for some organizations. But, if you have a centralized service desk, you will need good remote access tools to be able to support users that are not located at your same location.
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?
- Virtual
- Centralized
- Follow-the-sun
- Local
2 - Centralized
A centralized service desk includes a team of employees working in a single location.
What should be included in every service level agreement?
- Clearly defined service outcomes
- Latency requirements
- Metric for amount of downtime on the backup server
- Metric for percentage of disk space available on the file server
1 - Clearly defines service outcomes
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced ‘bundles’ of metrics.
Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?
- Customer feedback
- Competitiors metrics
- Operational metrics
- Business metrics
2 - Competitors metrics
You shouldn’t use competitor’s metrics as part of your SLA. Instead, you can use information from customer feedback, customer engagement, business measures, business metrics, and operational 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?
- Incident
- Workaround
- Problem
- Known Error
4 - Known Error
A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (hard drive is out of space), but not resolved (moving the large files to an external device to free up space), this is a known error.
How does ‘service level management’ contribute to the ‘engage’ value chain activity?
- Collects feedback diring 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
3 - Collects and processes feedback from customers and users
The ‘engage’ activity in the service level management practice collects and processes feedback from customers and users.
Which guiding principle is focused on increasing communication both within the project and outside of it?
- Keep it simple and practical
- Collaborate and promote visibility
- Progress iteratively with feedback
- Optimize and automate
2 - Collaborate and promote visibility
The guiding principle of ‘collaborate and promote visibility’ relies on personnel working across boundaries to produce results that have greater buy-in, more relevance to objectives, and an increased likelihood of success. This is mainly accomplished through establishing proper communication channels with all the relevant stakeholders.
Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?
- Focus on value
- Keep it simple and practical
- Think and work holistically
- Optimize and automate
3 - Think and work holistically
The guiding principle ‘think and work holistically’ advises that “services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management”. This requires you to think about a service from end-to-end by understanding how an organization can work together in an integrated way to achieve the desired objectives.
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?
- Optimize and automate
- Progress iteratively with feedback
- Keep it simple and practical
- Collaborate and promote visibility
3 - Keep it simple and practical
When analyzing a practice, process, service, metric, or other improvement targets, always ask whether it contributes to value creation. If value is not being created, then eliminate the unnecessary parts or items. This is not ‘optimize and automate’ because the scenario did not mention any intention to automate the reporting efforts.
Which service management dimension is focused on an organization’s relationships with other organizations in order to deliver its services?
- Organizations and people
- Information and technology
- Partner and suppliers
- Value streams and processes
3 - Partners and suppliers
The ‘partners and suppliers’ dimension focuses on the organization’s relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. This also incorporates contracts and other agreements between the organization and its partners or suppliers.
Which of these are a key focus of the ‘value streams and processes’ dimension?
- Workflow management and inventory systems
- Activities that transform inputs into outputs
- Roles and responsibilities
- Contracts and agreements
2 - Activities that transform inputs into outputs
The ‘value streams and processes’ dimension focuses on what activities the organization undertakes, and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively. A key focus of the ‘value streams and processes’ dimension are processes which are activities that transform inputs into outputs.
Which ITIL concept describes continual improvement?
- Service Value System
- Four dimensions of service management
- Service Value Chain
- Practices
1 - Service Value System
The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement’.
Which of the following is NOT an activity within the service value chain?
- Service relationships
- Improve
- Design and transition
- Obtain / Build
1 - Service relationships
Service relationships are not an activity in the service value chain. The six activities within the service value chain are plan, improve, engage, design and transition, obtain/build, and deliver and support.
