Set 5

Question 1

Which describes the functionality offered by a product or service to meet a particular need?

Utility
Warranty
Value
Outcome

Answer 1

Utility

Question 2

A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?

Optimize and automate
Start where you are
Progress iteratively with feedback
Keep it simple and practical

Answer 2

Progress iteratively with feedback

Question 3

Which guiding principle is focused on increasing communication both within the project and outside of it?

Keep it simple and practical
Collaborate and promote visibility
Progress iteratively with feedback
Optimize and automate

Answer 3

Collaborate and promote visibility

Question 4

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?

Focus on value
Keep it simple and practical
Think and work holistically
Optimize and automate

Answer 4

Think and work holistically

Question 5

You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call ‘measures of effectiveness’. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?

Optimize and automate
Progress iteratively with feedback
Keep it simple and practical
Collaborate and promote visibility

Answer 5

Keep it simple and practical

Question 6

Which service management dimension is focused on an organization’s relationships with other organizations in order to deliver its services?

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

Answer 6

Partners and suppliers

Question 7

Which of these are a key focus of the ‘value streams and processes’ dimension?

Workflow management and inventory systems
Activities that transform inputs into outputs
Roles and responsibilities
Contracts and agreements

Answer 7

Activities that transform inputs into outputs

Question 8

Which ITIL concept describes continual improvement?

Service value system
Four dimensions of service management
Service value chain
Practices

Answer 8

Service value system

Question 9

Which of the following is NOT an activity within the service value chain?

Service relationships
Improve
Design and Transition
Obtain/Build

Answer 9

Service relationships

Question 10

Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?

Improve
Plan
Deliver and support
Obtain/build

Answer 10

Improve

Question 11

Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?

What is the vision
Where do we want to be
How do we get there
Where are we now

Answer 11

Where are we now

Question 12

During which step of the continual improvement model is change management and release management usually performed?

Where do we want to be
Take action
Where are we now
What is the vision

Answer 12

Take action

Question 13

Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?

Did we get there
Where are we now
How do we get there
Take action

Answer 13

Did we get there

Question 14

During which step of the continual improvement model do you create your objective baseline measurement?

What is the vision
Where are we now
How do we get there
Where do we want to be

Answer 14

Where are we now

Question 15

Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?

Where are we now
What is the vision
How do we keep the momentum going
How do we get there

Answer 15

How do we keep the momentum going

Question 16

What is usually included as part of ‘incident management’?

Detailed procedures for the diagnosis of incidents
Formalized processes for logging incidents
Observation of all services and service components to identify any change in state
Authority to implement changes to a system

Answer 16

Formalized processes for logging incidents

Question 17

Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?

Event
Problem
Incident
Request

Answer 17

Incident

Question 18

Which of the following is NOT a problem identification activity?

Detecting duplicate and recurring issues
Logging an incident
Performing trend analysis of incident records
Analysis of multiple incidents that may be linked together

Answer 18

Logging an incident

Question 19

What is NOT a phase in problem management?

Problem identification
Error control
Problem control
Incident logging

Answer 19

Incident logging

Question 20

How does ‘service request management’ contribute to the ‘engage’ 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
By initiating standard changes to fulfill service requests
It acquires pre-approved service components to help fulfill service requests

Answer 20

It collects user-specific requirements, sets expectations, and provides status updates

Question 21

What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?

Communicate with consumers to understand their requirements
Initiate and fulfill standard changes
Provide trend, quality, and feedback information about requests
Fulfill the consumer’s service requests through acquisition of service components

Answer 21

Provide trend, quality, and feedback information about requests

Question 22

What does a centralized service desk require?

Knowledge base
Walk-in service hours
24x7 support
Outsourced employees

Answer 22

Knowledge base

Question 23

If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?

Virtual
Centralized
Follow-the-sun
Local

Answer 23

Centralized

Question 24

What should be included in every service level agreement?

Clearly defined service outcomes
Latency requirements
Metric for amount of downtime on the backup server
Metric for percentage of disk space available on the file server

Answer 24

Clearly defined service outcomes

Question 25

Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?

Customer feedback
Competitor’s metrics
Operational metrics
Business metrics

Answer 25

Competitor’s metrics

Question 26

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

Answer 26

Known error

Question 27

How does ‘service level management’ contribute to the ‘engage’ value chain activity?

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
Collects and processes feedback from customers and users
Provides information about the actual service performance and trends

Answer 27

Collects and processes feedback from customers and users

Question 28

What term best describes a service that is ‘fit for use’?

Utility
Value
Warranty
Outcome

Answer 28

Warranty

Question 29

What are guiding principles considered?

Mandatory actions
Prescriptive requirements
Recommendations
Governance

Answer 29

Recommendations

Question 30

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?

Optimize and automate
Keep it simple and practical
Collaborate and promote visibility
Start where you are

Answer 30

Start where you are

Question 31

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

Answer 31

How do we get there

Question 32

What is a normal change?

A change that doesn’t 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 doesn’t need risk assessment because it is required to resolve an incident
A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

Answer 32

A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

Question 33

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

Answer 33

Standard

Question 34

What is usually included as part of ‘incident management’?

Authority to implement changes to a system
Observation of all services and service components to identify any change in state
Detailed procedures for the diagnosis of incidents
Use of specialized knowledge for complicated incidents

Answer 34

Use of specialized knowledge for complicated incidents