Test 2

Question 1

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

Answer 1

Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

Relationship management is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Question 2

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

Answer 2

Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Problem management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Question 3

Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 3

Incident

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

Question 4

What is defined as the practice of 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?

Answer 4

Continual improvement

Continual improvement is the practice of 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.

Question 5

Identify the missing word in the following sentence. Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Answer 5

Level

Service level management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Question 6

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

Answer 6

Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Problem management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Question 7

What term best describes the perceived benefits, usefulness, and importance of something?

Answer 7

Value

Value is the perceived benefits, usefulness, and importance of something.

Question 8

Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won’t be achieved. What term best describes your manager’s concerns?

Answer 8

Risks

Risk is a possible event that could cause harm or loss, or make it more difficult to achieve objectives. Risk can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes, as well as negative outcomes.

Question 9

Fill in the blank. [?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.

Answer 9

Guiding principles

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 10

You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?

Answer 10

Focus on value

In order to understand the consumer’s perspective of value, it is important that the service provider understand why the consumer uses the service, what the services help them to do, and how the services help them achieve their own goals. The guiding principle that most closely aligns to your team’s task is ‘focus on value’. ‘Focus on value’ ensures that everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.

Question 11

Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?

Answer 11

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. He is not attempting to optimize the current service, but simply desires to understand it so they can identify any issues that should be avoided and any good components of the service that may be reused in the new service.

Question 12

Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Answer 12

Outcomes

A customer is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Question 12

What is the definition of utility?

Answer 12

The functionality offered by a product or service to meet a particular need

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

Question 13

What is the definition of an IT asset?

Answer 13

Any valuable component that can contribute to the delivery of an IT product or service

An IT asset is any valuable component that can contribute to the delivery of an IT product or service.

Question 14

Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?

Answer 14

Collaborate and promote visibility

The guiding principle of ‘collaborate and promote visibility’ is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success.

Question 14

Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.

Answer 14

Configuration item

A configuration item is any component that needs to be managed in order to deliver an IT service.

Question 15

During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?

Answer 15

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.

Question 16

What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?

Answer 16

Automation

The guiding principle of ‘optimize and automate’ relies heavily on automation. Automation is the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement.

Question 17

Which service management dimension is focused on the roles and responsibilities of the people involved in a process’ workflow?

Answer 17

Organizations and people

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 18

Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on?

Answer 18

How do we get there

The ‘how do we get there’ step of the continual improvement model is focused on outlining the plan of action to be undertaken to accomplish the goals set forth in the ‘where do we want to be’ step of the model.

Question 19

Which service management dimension is focused on the communication systems and knowledge bases used by employees?

Answer 19

Information and technology

The ‘information and technology’ dimension focuses on the information and knowledge necessary for the management of services, as well as the technologies required.

Question 20

Which ITIL concept describes practices?

Answer 20

Service value system

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

Question 20

Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?

Answer 20

Obtain/build

The ‘obtain/build’ value chain activity ensures that service components are available when and where they are needed and meet agreed specifications. Configuration of the devices based upon the designs provided would best be classified as an action that occurs during the ‘obtain/build’ value chain activity.

Question 21

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

Answer 21

Practice

Practice is not an activity in the service value chain. The six activities within the service value chain are plan, improve, engage, design and transition, obtain/build, and deliver and support.

Question 22

You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?

Answer 22

Normal

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). In this example, the system is currently working perfectly fine, but you want to add a new function/feature to improve it. This should go through the normal change process. (Note: Routine is not a type of change in ITIL 4.)

Question 23

What is an emergency change?

Answer 23

A change that must be implemented as soon as possible because it is required to resolve an incident or security issue

An emergency change is change that must be implemented as soon as possible to resolve an incident or security issue.

Question 24

Who is responsible for approving a change within the organization?

Answer 24

Change authority

The change authority is a person or group responsible for authorizing a change. For a standard change, the change might be pre-authorized for all future changes of the same type. For an emergency change, this might be the IT director. Regardless of their named position, when they are authorizing a change based on the organization’s defined level of authority, they are the change authority.

Question 25

You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?

Answer 25

Incident

An incident is an unplanned interruption to a service or reduction in the quality of a service.

Question 26

Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?

Answer 26

It can provide automated matching of incidents to problems or known errors

Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors. While the tools may help with resolving incidents faster, they cannot automatically ensure that incidents are resolved within the agreed timeframes from the SLA.

Question 27

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

Answer 27

Scripts for collecting initial information about incidents

This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents.

Question 27

You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?

Answer 27

Problem

A problem is a cause, or potential cause, of one or more incidents. Since you have received 13 calls (13 potential incidents), and the common issue appears to be the domain controller, the domain controller might be the problem.

Question 28

How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?

Answer 28

It ensures that users continue to be productive when they need assistance from the service provider

This is the ‘deliver and support’ activity. Deliver and support ensures users continue to be productive when they need assistance from the service provider.

Question 28

The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?

Answer 28

Known error

A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (the network switch is broken and must be replaced), but not resolved (awaiting a new switch to arrive and be configured), this is a known error.

Question 29

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

Answer 29

Acquiring pre-approved service components to help fulfill service requests

This is ‘obtain/build’ activity. “Obtain/build: The fulfillment of service requests may require acquisition of pre-approved service components.”

Question 30

What is true about the service desk?

Answer 30

Service desks should be designed based on your organization, its business processes, and the user requirements

There is no ‘one’ perfect way to design a service desk. The service desk may utilize a local, centralized, or virtualized model. It just depends on your organization, business needs, and user requirements.

Question 31

What activity is the main channel for communication and collaboration with users?

Answer 31

Service desk

The service desk is the main channel for tactical and operational engagement with users. The service desk is the entry point and single point of contact for the service provider with all of its users.

Question 32

You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is ‘green’ (meaning, we are meeting all of the targets). Just then, another executive asks, “If everything is showing as ‘green’, why am I hearing other users complain that the service is always unavailable for use?” What might be the reason for this?

Answer 32

Your supervisor’s data is not based on business outcomes

Often, service level management reviews show as a ‘watermelon’, all green on the outside and red on the inside. This means that teams are often measuring the wrong things. For example, if you are measuring the uptime of a single server, this isn’t important to the end user or business objective or outcome. Instead, there should be a balanced ‘bundle’ of metrics to properly account for the business objectives as defined by outcomes and not simply operational metrics.

Question 33

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

Answer 33

Uses feedback from users about the service and requirements from customers to make the service better

The ‘improve’ activity in the service level management practice uses feedback from users about the service and requirements from customers to make recommendations to improve the service.

Question 34

You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?

Answer 34

Engage

Engage focuses on problems that have a significant impact on services will be visible to customers and users. In some cases, customers may wish to be involved in problem prioritization, and the status and plans for managing problems should be communicated. Workarounds are often presented to users via a service portal. The purpose of engage value chain activity is to provide continual engagement with all stakeholders.

Question 35

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

Answer 35

Initiating standard changes to fulfill service requests

This is the ‘design and transition’ activity. Standard changes to services can be initiated and fulfilled as service requests.