Rem 4 Flashcards
Your company has three service desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India. What type of service desk model is your company using?
Virtual
Centralized
Follow-the-sun
Local
Follow-the-sun
What should be included in every service level agreement?
Partners contractual obligations
Clearly defined service outcomes
Suppliers contractual obligations
Detailed metrics to capture availability of the system
Clearly defined service outcomes
How does ‘service level management’ contribute to the ‘obtain/build’ value chain activity?
Provides objectives for component and service performance for products and services
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides feedback from interactions with customers into new or changed services
Provides information about the actual service performance and trends
Provides objectives for component and service performance for products and services
What is an example of an action a service request management employee would undertake as part of the ‘engage’ activity?
Provide trend, quality, and feedback information about requests
Initiate and fulfill standard changes
Communicate with consumers to understand their requirements
Fulfill the consumer’s service requests through acquisition of service components
Communicate with consumers to understand their requirements
How should an organization adopt “continual improvement” methods?
Use a new method for each improvement that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
Which is a recommendation of the “service desk” practice?
Service desks should never use technologies 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
Service desks should have a practical understanding of the wider business
What does a centralized service desk require?
Walk-in service hours
Robotic process automation
Good workflow systems from routing and escalation
Outsourced employees
Good workflow systems from routing and escalation
How does ‘service level management’ contribute to the ‘deliver and support’ value chain activity?
Provides objectives for component 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
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
Service Level Agreement
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
Local
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 service consumption
A person who authorizes budget for service consumption
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
Agreed
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
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
Problem
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
Making new and changed services and features available for use
What is the purpose of the ‘change control’ 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 organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
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 management
Service desk
Relationship management
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
Monitoring and event management
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
Service request management
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 management
Service provision
Service consumption
Service relationship management
Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.
Utility
Value
Output
Warranty
Value
Which describes the assurance that a product or service will meet agreed requirements?
Utility
Warranty
Value
Output
Warranty
How often should the guiding principles be changed within your organization?
Monthly
Quarterly
Yearly
Never
Never
What is the main benefit of following the guiding principle of ‘progress iteratively with feedback’?
Faster responses to customers and business needs
Overall lower quality in the project
Reduced flexibility
Longer periods of time before a product is delivered
Faster responses to customers and business needs
