Practise Exam 4 Flashcards
Identify the missing word(s) in the following sentence.
Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.
- Requirements
- Functions
- Capabilities
- Products
3 - Capabilities
Service management is a set of specialized organizational capabilities for enabling value to customers in the form of services.
What is the definition of a configuration item?
- 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.
- Any valuable component that can contribute to the delivery of an IT product or service
- A particular set of settings or options on a given piece of equipment.
- Any component that needs to be managed in order to deliver an IT service.
4 - Any component that needs to be managed in order to deliver an IT service.
A configuration item is any component that needs to be managed in order to deliver an IT service.
Identify the missing word(s) in the following sentence.
An incident is a(n) [?] interruption to a service or reduction in the quality of a service.
- Planned
- Unplanned
- Scheduled
- Expected
2 - Unplanned
An incident is an unplanned interruption to a service or reduction in the quality of a service.
What is the purpose of the ‘change enablement’ practice?
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
- Making new and changed services and features available for use.
- Ensuring that risks are properly assessed, authorizing changes to processd and managing a change schedule in order to maximize the number of successful IT changes.
- Aligining an organizations practises and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
3 - Ensuring that risks are properly assessed, authorizing changes to processd and managing a change schedule in order to maximize the number of successful IT changes.
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.
What is the purpose of the ‘deployment management’ practice?
- 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.
- Making new and changed services and features available for use
- Moving new and changed hardware, software, documentation, processes, or any other service components to live environments.
- Supportig the agreed quality of a service by hanling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
3 - Moving new and changed hardware, software, documentation, processes, or any other service components to live environments.
Deployment management is the practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
What is the purpose of the ‘service level management’ practice?
- Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
- 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 an organizations suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
- 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.
4 - 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 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.
What is defined as the practice of planning and managing the full lifecycle of all IT assets?
- Change enablement
- IT asset management
- Release management
- Deployment management
2 - IT asset management
IT asset management is the practice of planning and managing the full lifecycle of all IT assets.
Identify the missing word in the following sentence.
[?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
- Availability
- Event
- Incident
- Problem
3 - Incident
Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?
- Service consumption
- Service provision
- Service offering
- Warranty of a service
2 - Service provision
Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?
Fill in the blank.
[?] may simultaneously be removed from a service consumer and imposed on a service provider. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider’s servers instead.
- Value
- Outputs
- Outcomes
- Costs
4 - Costs
From the service consumer’s perspective, there are two types of costs involved in service relationships: 1. Costs removed from the service consumer by the service (a part of the value proposition). This may include costs of staff, technology, and other resources which are not needed by the consumer. 2. Costs imposed on the consumer by the service (the costs of service consumption). The total cost of consuming a service includes the price charged by the service provider (if any), plus other costs such as staff training, costs of network utilization, procurement, etc.
Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the ‘Profit and Loss (P&L)’ metrics for the month. What term best describes the P&L report that is produced each month?
- Output
- Value
- Cost
- Outcome
1 - Output
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. Since this program has multiple functions, it is unlikely that this one report is the desired outcome of the entire accounting program, therefore, the term output best describes the P&L report that is created by the program.
Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes ‘focus on value’ in this context?
- Mandatory actions
- Guiding principle
- Governance
- Value
2 - Guiding principle
Focus on value’ is a guiding principle. 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.
Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?
- Collaborate and promote visibility
- Think and work holistically
- Focus on value
- Progress iteratively with feedback
Focus on value’ ensures that everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders. This includes understanding the consumer’s perspective on the value of a service. This perspective is affected by the cost and financial consequences for the service consumer when they utilize the service.
Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?
- Start where you are
- Focus on value
- Optimize and automate
- Progress iteratively with feedback
The ‘start where you are’ guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service.
A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario?
- Progress iteratively with feedback
- Optimize and automate
- Start where you are
- Focus on value
1 - Progress iteratively with feedback
The description of ‘progress iteratively with feedback’ says “By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each smaller effort will be sharper and easier to maintain.”
Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?
- Keep it simple and practical
- Focus on value
- Collaborate and promote visibility
- Start where you are
3 - Collaborate and promote visibilty
The guiding principle of ‘collaborate and promote visibility’ relies heavily on communication to meet its intended goals. This requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff.
What refers to the process of improving and increasing the efficiency of a process or service?
- Automation
- Optimization
- Value
- Warranty
2 - Optimization
The guiding principle of ‘optimize and automate’ relies heavily on optimization. Optimization is the process of improving and increasing the efficiency of a process or service.
Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change?
- Information and Technology
- Organizations and People
- Partners and Suppliers
- Value Streams and Processes
2 - Organizations and People
The ‘organization and people’ dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.
Dion Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of service management best represents this series of actions that is occurring through automation?
- Organizations and People
- Information and Technology
- Value Streams and Processes
- Partners and Suppliers
3 - Value Streams and Processes
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. In this example, the process is what is being highlighted by the question. While technology is being used to perform all these actions, the focus is the process (the activities to create value for the consumer), not the website, email, or other technology being used. This question shows the overlap between the four dimensions, so be careful to select the dimension that is MOST applicable to the scenario provided.
Which ITIL concept describes guiding principles?
- 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?
- Plan
- Obtain/Build
- Continual Improvement
- Engage
3 - Continual Improvement
Continual improvement is 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.
Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?
- Deliver and support
- Obtain/Build
- Design and Transition
- Plan
3 - Design & Transition
The ‘design and transition’ value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market.
During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?
- What is the vision
- Where do we want to be
- Did we get there
- Where are we now?
3 - 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.
What is the step after ‘where do we want to be’ in the continual improvement model?
- What is the vision
- How do we get there
- Did we get there
- Where do we want to be
2 - How do we get there
After the ‘where do we want to be’ step in the continual improvement model has been completed, we should begin the ‘how do we get there’ step.