Practise Exam 6 Flashcards
How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?
- It ensures that user continue to be productive when they need assistance from the service provider
- It collects user-specific requirements, sets expectations, and provides status updates
- It analyzes data to identify opportunities to provide new service request options
- By acquiring pre-approved service components
1 - It ensures that user continue to be productive when they need assistance from the service provider
This is the ‘deliver and support’ activity. Deliver and support ensures that users continue to be productive when they need assistance from the service provider.
Which is a recommendation of the ‘service desk’ practice?
- Service desks 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 wider business
- Service desks should always be a physical team in a single fixed location
3 - Service desks should have a practical understanding of the wider business
A good service desk should have a practical understanding of the wider organization, the business processes, and the users.
What does a centralized service desk require?
- Walk-in service hours
- Robotic process automation
- Good workflow systems for routing and escalation
- Outsources employees
3 - Good workflow systems for routing and escalation
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.
How does ‘service level management’ contribute to the ‘deliver and support’ value chain activity?
- Provides objectives for components and service performance for products and services
- Collects feedback during interactions and communicates service performance objectives to the operations and support teams
- Provides information about the actual service performance and trends
- Provides feedback from interactions with customers into new or changed services
2 - Collects feedback during interactions and communicates service performance objectives to the operations and support teams
The ‘deliver and support’ activity in the service level management practice collects feedback during interactions and communicates service performance objectives to the operations and support teams.
What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?
- Memorandum of Understanding
- Business Partnership Agreement
- Service Level Agreement
- Interconnection Service Agreement
3 - Service Level Agreement
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service.
Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using?
- Virtual
- Centralized
- Follow-the-sun
- Local
4 - Local
A local service desk involves service desk analysts working in a co-located space or building. If your company has multiple locations, then a local service desk could be created at each location instead of relying on one centralized or virtual service desk.
What is the definition of a sponsor?
- A person who uses services
- A person who authorizes budget for service consumption
- A person who works for an organization other than the service provider
- A person who defines the requirements for a service and takes responsibility for the outcomes of a service consumption
2 - A person who authorizes budget for service consumption
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.
Identify the missing word(s) in the following sentence.
Warranty is the assurance that a product or service will meet [?] requirements.
- The contracted
- Established
- Inexpensive
- Agreed
4 - Agreed
The definition of warranty is the assurance that a product or service will meet agreed requirements.
What is the definition of an incident?
- The addition, modification, or removal of anything that could have a direct or indirect effect on services
- An unplanned interruption to a service or reduction in the quality of a service
- A cause, or potential cause, of one or more incidents
- A problem that has been analyzed but has not been resolved
2 - An unplanned interruption to a service or reduction in the quality of a service
An incident is an unplanned interruption to a service or reduction in the quality of a service.
Identify the missing word(s) in the following sentence.
A known error is a(n) [?] that has been analyzed but has not been resolved.
- Change
- Incident
- Event
- Problem
4 - Problem
A known error is a problem that has been analyzed but has not been resolved.
What is the purpose of the ‘release management’ practice?
- Moving new or changed hardware, software, documentation, processes or any other service component to live environments.
- Making new and changed services and features available for use
- 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
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
2 - Making new and changed services and features available for use
Release management is the practice of making new and changed services and features available for use.
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 proceed and managing a change schedule in order to maximize the number of successful IT changes
- Aligning 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 proceed 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 defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?
- Relationship management
- Service request management
- Service level managemetn
- Service desk
1 - Relationship management
Relationship management is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?
- Problem management
- Monitoring and event management
- Service level management
- Incident management
2 - Monitoring and event management
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.
Identify the missing word(s) in the following sentence.
[?] 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.
- Problem management
- Service Desk
- Service level management
- Service request management
4 - Service request management
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.
As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?
- Service offering
- Service relationship managment
- Service provision
- Service consumption
2 - Service relationship management
Service relationships management refers to the joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Fill in the blank.
A service enables [?] co-creation by facilitating outcomes that customers want to achieve.
- Utility
- Value
- Output
- Warrany
2 - Value
Value is the perceived benefits, usefulness, and importance of something. A service enables value co-creation by facilitating outcomes that customers want to achieve.
Which describes the assurance that a product or service will meet agreed requirements?
- Utility
- Warranty
- Value
- Output
2 - 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’.
How often should the guiding principles be changed within your organization?
- Monthly
- Quaterly
- Yearly
- Never
4 - Never
Guiding principles are considered universally applicable and enduring. They should never be changed within the organization, but instead provide the organization with 7 areas to always focus on during their continual improvement efforts.
What is the main benefit of following the guiding principle of ‘progress iteratively with feedback’?
- Faster response to customers and business needs
- Overall lower quality in the project
- Reduced flexibility
- Longer periods of time before a product is delivered
1 - Faster response to customer and business needs
The guiding principle of ‘progress iteratively with feedback’ allows for faster responses to customer and business needs.
Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an ‘information radiator’ in the common areas of your floor of the office. This ‘information radiator’ contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this ‘information radiator’?
- Focus on value
- Keep it simple and practical
- Optimize and automate
- Collaborate and promote visibility
4 - 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. The use of an ‘information radiator’ allows greater visibility into the project since anyone can walk through the office and see the current status of the project and the work remaining to finish it. ‘Information radiators’ are commonly used in an Agile way of working, and it increases visibility and collaboration.
Which guiding principle requires coordination across the organization in order to best understand how a complicated service works?
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- Focus on value
1 - 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 been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, “Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, ‘If the account doesn’t belong to one of the above three categories, elevate the request to your supervisor’. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours.” What guiding principle is Nancy recommending you to follow with her approach to solving this problem?
- Progress iteratively with feedback
- Optimize and automate
- Keep it simple and practical
- Focus on value
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 steps to simplify the process. In this scenario, you could spend weeks or months trying to figure out every single possible combination. Instead, by keeping it simple, you can cover 99% of all account creation types with the 3 common types, and elevate the other 1% to a supervisor who can handle things outside of the normal process as an exception case.
Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?
- Think and work holistically
- Progress iteratively with feedback
- Focus on value
- Optimize and automate
4 - Optimize and automate
The guiding principle of ‘optimize and automate’ is used to maximize the value of the work carried out by the human and technical resources within an organization.
Dion Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources?
- Partners and suppliers
- Value streams and processes
- Organizations and people
- Information and technology
3 - 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.
Your company has recently decided to install a Microsoft SharePoint server to serve as the organization’s knowledge base. Which dimension of service management would this decision best be considered?
- Information and technology
- Organizations and people
- Partners and suppliers
- Value streams and processes
1 - Information and technology
The ‘information and technology’ dimension focuses on the information and knowledge necessary for the management of services, as well as the technologies required.
Fill in the blank.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.
- Activities
- Practices
- Service value systems
- Service value chain
3 - Service value systems
The purpose of the service value system is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services. It takes opportunity and demand as its input and enables the creation of value through the guiding principles, governance, service value chain, practices, and continual improvement.
Which statement about the value chain activities is CORRECT?
- Practices are considered a value chain activity
- Continual imnprovement is considered a value chain activity
- Service value chain activities recieve and provide triggers for further actions to be taken
- Activities within a service value chain operate independently from each other
3 - Service value chain activities recieve and provide triggers for further actions to be taken
Service value chain activities are connected to and interact with one another, with each activity receiving and providing triggers for further actions to be taken.
Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer’s request for assistance?
- Obtain/Build
- Improve
- Design and transition
- Deliver and support
4 - Deliver and support
The ‘deliver and support’ value chain activity ensures that services are delivered and supported according to agreed specifications and stakeholder’s expectations. If a service desk analyst is helping fix a problem for a consumer, this would be best categorized as a ‘deliver and support’ activity.
Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?
- Where do we want to be?
- Take action
- Where are we now?
- How do we get there?
4 - How do we get there?
The ‘how do we get there’ step of the continual improvement model is focused on outlining the plan of action to be undertaken to accomplish the goals set forth in the ‘where do we want to be’ step of the model.
What is the step after ‘how do we keep the momentum going’ in the continual improvement model?
- Did we get there?
- How do we get there?
- What is the vision?
- Where are we now?
3 - What is the vision
Once you reach ‘how do we keep the momentum going’ in the continual improvement model, you restart the process with ‘what is the vision’.
Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?
- Standard
- Normal
- Emergency
- All three of these
2 - Normal
Normal changes must be assessed, authorized, and scheduled prior to implementing the change. Standard changes are pre-authorized and therefore, don’t need to be scheduled since they are low-risk. Emergency changes still require an assessment and authorization, but they are rarely scheduled since they need to be implemented as soon as possible to fix an incident or security issue.
Which statement about a change authority is CORRECT?
- A single change authority should be assigned to authorize all types of change and change models
- Normal changes are pre-authorized and do not need a change authority
- A change authority should be assigned for each type of change and change model
- Emergency changes can be implemented without authorization from a change authority
3 - A change authority should be assigned for each type of change and change model
It is essential that the correct change authority is assigned to each type of change to ensure that change enablement is both efficient and effective. Change models, based on the type of change, are used to determine the roles for assessment and authorization.
A standard change has been initiated to create an email account for a new user. Who should authorize this change?
- The users manager should authorize the change
- The change authority must authorize all changes
- The user can authorize it themself
- Standard changes are already pre-authorized
4 - Standard changes are already pre-authorized
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 the best description of an emergency change?
- A change that dosent need risk assessment because the procedure has been pre-authorized
- A change that needs to be assessed, authorized, and scheduled by a change authority
- A change that must be implemented as soon as possible because it is required to solve an incident or security issue
- A change that is assessed, authorized, and scheduled as part of “continual improvement”
3 - A change that must be implemented as soon as possible because it is required to solve an incident or security issue
An emergency change is change that must be implemented as soon as possible to resolve an incident or security issue.
Which practice would include a formalized process for logging unplanned reduction in the quality of a service?
- Change management
- Incident Management
- Problem management
- Service level management
2 - Incidnet 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.
Who can report an incident?
- Service desk analyst
- End user
- System administrator
- Anyone
4 - Anyone
Anyone can report an incident. An incident is an unplanned interruption to a service or reduction in the quality of a service. This may be reported by the end user, service desk analyst, system administrator, or any other person who identifies the interruption or reduction in the service.
You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?
- Plan
- Improve
- Engage
- Obtain/Build
4 - Obtain/Build
Obtain/build will manage the solution to the problem once it has been identified by problem management. They will be responsible for the release and deployment of the latest version of the web browser in this case once the change management activity approves the change to the workstations’ baseline.
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won’t arrive for a few days. What would you classify this as?
- Incident
- Known Error
- Problem
- Event
2 - Known Error
A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (we are out of toner), but not resolved (awaiting new toner), this is a known error.
Fill in the blank.
Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.
- Increased
- Reduced
- Eliminated
- Automated
4 - Automated
Service requests and their fulfillment should be standardized and automated to the greatest degree possible. By using automation, we can decrease the consumer’s wait time for a resolution, and ensure that they get back to productive work as soon as possible.
