Test 1

Question 1

What is the definition of a service?

Answer 1

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Question 2

How can you ensure the incidents with the highest business impact are resolved first?

Answer 2

Implement incident classification

By classifying incidents based on an agreed classification scheme, you can ensure that incidents with the highest business impact are resolved first. The other choices are considered good things to do within your organization, but incident classification directly results in faster resolution for incidents classified as ‘high priority’.

Question 3

Which incidents should be logged?

Answer 3

Every incident should be logged

Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user.

Question 4

What is NOT a phase in problem management?

Answer 4

Problem classification

Problem management involves three distinct phases: problem identification, problem control, and error control.

Question 5

If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?

Answer 5

Workaround

A workaround is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.

Question 6

How does ‘service request management’ contribute to the ‘improve’ value chain activity?

Answer 6

It analyzes data to identify opportunities to provide new service request options

This is the ‘improve’ activity. Improve includes the analysis of data to identify opportunities to provide new service request options.

Question 7

Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.

Answer 7

Standardized

Service requests and their fulfillment should be standardized and automated to the greatest degree possible. By using standardization, we can decrease the consumer’s wait time for a resolution since every service desk analyst will handle the request the same way. This allows efficiencies of scale to be achieved.

Question 8

Your smartphone isn’t working properly. You call the toll-free number for your service provider’s support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?

Answer 8

Service desk

The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

Question 9

Which is a recommendation of the ‘service desk’ practice?

Answer 9

Service desks should have a practical understanding of the business practices across the organization

A good service desk should have a practical understanding of the wider organization, the business processes, and the users.

Question 10

What is a service level agreement used for?

Answer 10

To measure the performance of services from a customer’s point of view

Service level agreements are used to measure the performance of services from a customer’s point of view. They may measure availability and capability, but only from the customer’s point of view.

Question 11

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

Answer 11

Provides information about the actual service performance and trends

The ‘plan’ activity in the service level management practice supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends.

Question 12

What should be included in every service level agreement?

Answer 12

Clearly defined service outcomes

They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced ‘bundles’ of metrics.

Question 13

What is the definition of a service?

Answer 13

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Question 14

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

Answer 14

Functionality

Utility is the functionality offered by a product or service to meet a particular need.

Question 15

Identify the missing word in the following sentence. [?] 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.

Answer 15

Change enablement

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.

Question 15

Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.

Answer 15

Service

An event is any change of state that has significance for the management of a service or other configuration item.

Question 15

What is the purpose of the ‘incident management’ practice?

Answer 15

Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Question 15

What is the purpose of the ‘information security management’ practice?

Answer 15

Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information

Information security management is the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

Question 15

What is the purpose of the ‘monitoring and event management’ practice?

Answer 15

Systematically observing services and service components and recording and reporting selected changes of state identified as events

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.

Question 15

What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?

Answer 15

Service configuration management

Service configuration management is the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.

Question 16

Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.

Answer 16

Service desk

The service desk is the practice of capturing demand for incident resolution and service requests.

Question 17

Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?

Answer 17

A service offering

A service offering is a description of one or more services, designed to address the needs of a target consumer group (which may include goods, access to resources, and service actions). In the case of this service offering, Dion Training is providing students with everything they need to study for the certification exam (videos, practice exams, and a study guide), but they are not providing the students with the actual exam voucher to take the exam. The service provider may offer a different package or bundle that provides the voucher as well.

Question 18

Which describes outputs?

Answer 18

Tangible or intangible deliverables

An output is a tangible or intangible deliverable of an activity. For example, a ‘Profit and Loss statement’ being produced might be an output of an accounting program.

Question 18

Which guiding principle is most affected by the customer experience (CX)?

Answer 18

Focus on value

The customer experience (CX) is an important element of value. The customer experience must be actively managed. The service provider must know how service consumers use each service and understand the entirety of the interactions that a customer has with an organization and its products to fully understand the customer experience. This is mainly identified and explored through a ‘focus on value’.

Question 18

Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn’t understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?

Answer 18

Progress iteratively with feedback

This is an example of the guiding principle of ‘progress iteratively with feedback’. Since the curriculum was created (v1.0), and then changed based on student experience and feedback, the curriculum was updated and revised to the next version (v1.1). At Dion Training, we are always improving our courses based on our students’ reviews and feedback to continually improve the courses we teach.

Question 19

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

Answer 19

Organization

An organization is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. An organization can be an entire company, a department within a company, or even just a small group of people focused around a singular set of objectives.

Question 19

Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?

Answer 19

Start where you are

Based on the scenario given, this best describes the guiding principle of ‘start where you are’ because the current state is being investigated and observed directly to ensure it is fully understood before attempting to build a new service. The team manager is attempting to leverage the pre-existing processes and procedures before creating new ones from scratch.

Question 20

Which describes the nature of the guiding principles?

Answer 20

A guiding principle is a recommendation used as guidance in all circumstances

A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.

Question 21

Which of these are a key focus of the ‘organization and people’ dimension?

Answer 21

Roles and responsibilities

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.

Question 21

You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?

Answer 21

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. In the scenario, you formed a team from across the organization’s various departments in an effort to collaborate and increase visibility into the new service’s design.

Question 22

John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user’s inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of ‘think and work holistically’?

Answer 22

John should meet with Sally to determine how the digital product fulfillment will occur

Under the ‘think and work holistically’ guiding principle, it is important to understand that no service, practice, process, department, or supplier works independently. Instead, each person needs to think about the service from an end-to-end perspective in order to ensure maximum compatibility and efficiency. Out of the options provided, the best one to choose for supporting the principle of ‘think and work holistically’ is for John to meet with Sally to determine how she plans to conduct the digital product fulfillment. This will allow him to ensure the portion of the system he is responsible for can work properly with other portions of the service.

Question 23

Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?

Answer 23

Workflow management and inventory systems

The ‘partners and suppliers’ dimension focuses on the organization’s relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. This also incorporates contracts and other agreements between the organization and its partners or suppliers.

Question 24

Which ITIL concept describes the service value chain?

Answer 24

Service value system

The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement’.

Question 25

Which value chain activity includes portfolio decisions for design and transition?

Answer 25

Plan

The outputs of the ‘plan’ value chain activity include portfolio decisions for design and transition. The ‘plan’ value chain activity is used to create a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

Question 25

What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?

Answer 25

Service value chain

The service value chain is the central element of the service value system and is an operating model outlining the key activities required to respond to demand and facilitate value realization through the creation and management of products and services.

Question 26

When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?

Answer 26

The high-level direction of the initiative has been understood

The first step of the continual improvement model is called ‘what is the vision’. During this step, it is important to identify the high-level direction of the initiative, but it is not important to define metrics, the current process, or the detailed steps of how to achieve your objective yet. Those all come in the later steps of the model.

Question 26

Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?

Answer 26

What is the vision

According to the step called ‘what is the vision’, each improvement initiative should support the organization’s goals and objectives.

Question 27

Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?

Answer 27

Where do we want to be

Bridgett is in the ‘where do we want to be’ step of the continual improvement model. This step is focused on defining the goal for the organization based on the vision and putting into terms what can be measured and quantified (such as Critical Success Factors and Key Performance Indicators).

Question 28

What is a normal change?

Answer 28

A change that needs to be assessed, authorized, and scheduled by a change authority

Normal changes are changes which need to be scheduled, assessed, and authorized following a standard process. These changes are not considered routine (like a standard change). They are also not considered urgent and don’t need to be implemented as soon as possible to recover from an incident (like an emergency change).

Question 29

Your company’s external router has just malfunctioned and needs to be replaced. The entire organization’s connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?

Answer 29

Emergency

An emergency change is change that must be implemented as soon as possible to resolve an incident or security issue. (Note: Routine is not a type of change in ITIL 4.)