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.