Set 3 Flashcards
What is the end result of the service value system?
Activities
Value
Practices
Demand
Value
Which of the following is NOT an activity within the service value chain?
Engage
Guiding principles
Delivery and Support
Obtain/Build
Guiding principles
Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?
Improve
Deliver and support
Obtain/build
Design and transition
Obtain/build
Your company is currently spending $2.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $2 million next year. In which step of the continual service model would the IT Director create this goal?
What is the vision
How do we get there
Where do we want to be
Where are we now
Where do we want to be
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 system
Service value chain
Service value system
Which statement about the value chain activities is CORRECT?
Practices are considered a value chain activity
Continual improvement is considered a value chain activity
Service value chain activities receive and provide triggers for further actions to be taken
Activities within a service value chain operate independently from each other
Service value chain activities receive and provide 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
Deliver and support
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
How do we get there
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
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
Normal
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
A change authority should be assigned for each type of change and change model
A standard change has been initiated to create an email account for a new user. Who should authorize this change?
The user’s manager should authorize the change
The change authority must authorize all changes
The user can authorize it themself
Standard changes are already pre-authorized
Standard changes are already pre-authorized
What is the best description of an emergency change?
A change that doesn’t 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 resolve an incident or security issue
A change that is assessed, authorized, and scheduled as part of “continual improvement”
A change that must be implemented as soon as possible because it is required 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
Incident management
Who can report an incident?
Service desk analyst
End user
System administrator
Anyone
Anyone
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
Obtain/build
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
Known error
Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.
Increased
Reduced
Eliminated
Automated
Automated
How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?
It ensures that users 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
It ensures that users continue to be productive when they need assistance from the service provider
Your company is undergoing an improvement initiative to reduce the number of physical servers in the data center by 50%. You are working as part of the deployment team trying to achieve this goal. You are currently migrating physical servers into virtualized systems and removing the physical servers from the data center. Which step of the continual improvement model are you working on?
Take action
Where are we now
How do we get there
Where do we want to be
Take action
Your company’s web server is currently experiencing a denial of service attack which is preventing external users from accessing the company’s e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall’s access control list. Normally, any changes to the firewall’s access control list must be approved through change management first. Which type of change should be initiated by the information security team?
Standard
Normal
Emergency
Critical
Emergency
What is a standard change?
A change that is assessed, authorized, and scheduled as part of “continual improvement”
A change that is routine in nature, is fully documented, and the risks are well understood
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn’t need risk assessment because it is required to resolve an incident
A change that is routine in nature, is fully documented, and the risks are well understood
You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?
Standard
Normal
Emergency
Routine
Normal
What should NOT be included in incident management?
A formal process for logging and managing incidents
Detailed procedures on how to diagnose, investigate, and resolve incidents
Techniques for making investigation and diagnosis more efficient
Scripts for the collection of information during initial contact with a user
Detailed procedures on how to diagnose, investigate, and resolve incidents
Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?
Problem management
Service level management
Change management
Incident management
Incident management
Each time users attempt to log on to the domain using their username and password, they receive an error that ‘the authentication server is not responding’. This is happening to multiple users across the network. How would you categorize this issue?
Incident
Workaround
Problem
Event
Problem
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won’t arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?
Incident
Workaround
Problem
Event
Workaround
How does “service request management” contribute to “design and transition” activity?
By collecting user-specific request requirements
By acquiring pre-approved service components
It analyzes data to identify opportunities to provide new service request options
By initiating standard changes to fulfill service requests
By initiating standard changes to fulfill service requests
What is an example of an action a service request management employee would undertake as part of the ‘improve’ 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
Provide trend, quality, and feedback information about requests
What does a centralized service desk require?
Local service desk analysts
Complex automation
24x7 support
Remote access tools
Remote access tools
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
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
Collaborate and promote visibility
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
Think and work holistically
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
Keep it simple and practical
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
Optimize and automate
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
Organizations and people
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
Information and technology
