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.
What is a normal change?
- A change that dosent need risk assessment because the procedure has been pre-authorized.
- A change that is routine in nature, is fully documented, and the risks are well understood.
- A change that dosent need risk assessment because it is required to resolve an incident
- A change that is assessed, authorized, and scheduled as part of “continual improvement”
4 - A change that is assessed, authorized, and scheduled as part of “continual improvement”
Normal changes are changes which need to be scheduled, assessed, and authorized following a standard process. These changes are not considered routine (like a standard change). They are also not considered urgent and don’t need to be implemented as soon as possible to recover from an incident (like an emergency change).
You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?
- Standard
- Normal
- Emergency
- Routine
1 - Standard
A new account being created is likely something a service desk analyst does multiple times per day. Your organization should have a standard process for this type of change. It is considered a standard change. Standard changes are low-risk, pre-authorized changes that are well-understood and fully-documented. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented, only if there is a modification to the way it is carried out.
What is usually NOT included as part of ‘incident management’?
- Ensure expected performance levels are maintained.
- Observed of all service and service components to identify any change in state
- Detailed procedures for the diagnosis of incidents
- Use of specialized knowledge for complicated incidents.
3 - Detailed procedures for the diagnosis of incidents
This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents.
Which practice would include a formalized process for logging unplanned interruptions to a service?
- Incident management
- Change management
- Problem management
- Service level management
1 - Incident management
Incident management should include a formalized process for logging incidents. Incidents are an unplanned interruption to a service or reduction in the quality of a service.
During incident management, what is it called when the incident is passed on to the next higher level of technician?
- Promotion
- Escalation
- Postponement
- Reduction
2 - Escalation
Escalation occurs when an incident is more complicated and needs a higher level of analysis and support to resolve.
In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?
- Engage
- Improve
- Design and transition
- Deliver and support
2 - Improve
During the ‘improve’ value chain activity, the incident records from the incident management process are used as an input to improvement activities based on their incident frequency and severity.
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.
What is NOT a phase in problem management?
- Problem identification
- Problem control
- Incident analysis
- Error control
3 - Incident analysis
Problem management involves three distinct phases: problem identification, problem control, and error control.
How does ‘service request management’ contribute to the ‘obtain/build’ value chain activity?
- It analyzes data to identify opportunities to provide new service request options
- It collects user-specific requirements, sets expectations, and provide status updates.
- By initiating standard changes to fulfill service requests
- It acquires pre-approved service components to help fulfill service requests
4 - It acquires pre-approved service components to help fulfill service requests
This is ‘obtain/build’ activity. “Obtain/build: The fulfillment of service requests may require acquisition of pre-approved service components.”
How does ‘service request management’ contribute to ‘design and transition’ activity?
- By collecting user-specific request requirements
- By initiating standard changes to fulfill service requests
- By providing service request trend and quality information
- It acquires pre-approved service components to help fulfill service requests
2 - By initiating standard changes to fulfill service requests
This is the ‘design and transition’ activity. Standard changes to services can be initiated and fulfilled as service requests.
Which is a recommendation of the ‘service desk’ practice?
- Service desk should never use tech such as SMS and chat functions
- Service desks should be highly technical functions
- Service desks should have a practical understanding of the users and their needs.
- Service desks should always be local to the organization they support
3 - Service desks should have a practical understanding of the users and their needs.
A good service desk should have a practical understanding of the wider organization, the business processes, and the users.
Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What service desk structure does this describe?
- Virtual
- Centralized
- Follow-the-sun
- Local
1 - Virtual
A virtual service desk allows agents to work from multiple locations which are geographically dispersed. Often, agents may also be working from home under this model.
How does ‘service level management’ contribute to the ‘design and transition’ value chain activity?
- Collects feedback during interactions and communicates service performance objectives to the operations and support team
- Provides feedback from interactions with customers into new or changed services
- Provides information about the actual service performance and trends
- Provides objectives for components and service performance for products and services
2 - Provides feedback from interactions with customers into new or changed services
The ‘design and transition’ activity in the service level management practice provides feedback from interactions with customers into new or changed services.
How should measures and metrics be used to measure your service level management levels?
- To measure the performance of a component in the system
- To measure the performance of the entire system
- To measure the availability of a network
- To provide a representation of the actual customers experience
4 - To provide a representation of the actual customers experience
Service level management identifies metrics and measures that are a truthful reflection of the customer’s actual experience and level of satisfaction with the whole service. These vary from organization to organization, but the intent is to pick measures and metrics that simulate and capture the true customer experience.
Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?
- Business Partnership Agreement
- Service Level Agreement
- Interconnection Service Agreement
- Memorandum of Understanding
2 - Service Level Agreement
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service. They should be written in an easy-to-understand language, avoid complex legal terminology, and agreed by both parties.
What is the definition of a user?
- A person who uses services
- A person who defines the requirements for a service and takes responsibility for the outcomes of a service consumption
- A person who authorizes budget for service consumption
- A person who works for an organization other than the service provider.
1 - A person who uses services
A user is a person who uses services.
