Test 3

Question 1

Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?} for service consumption.

Answer 1

Budget

A sponsor is a person who authorizes budget for service consumption. This can also be used to describe an organization or individual that provides financial or other support for an initiative.

Question 2

What is the definition of a customer?

Answer 2

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

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

Question 3

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?

Answer 3

Progress iteratively with feedback

This is an example of the guiding principle of ‘progress iteratively with feedback’. The company released the first version with limited functionality and then changed and improved it over time (iteratively) based on the user’s feedback.

Question 4

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?

Answer 4

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 fix the service. Before attempting to improve an existing service, you must first analyze the current state and then ‘start where you are’. This prevents an organization from restarting from a ‘blank slate’ each time and instead helps determine what existing services, processes, and components may be reused to create more value.

Question 5

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

Answer 5

Warranty

Warranty is defined as the assurance that a product or service will meet agreed requirements. When a service has warranty, it is referred to as ‘fit for use’.

Question 6

What are guiding principles considered?

Answer 6

Recommendations

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. Governance is the means by which an organization is directed and controlled. Governance includes mandatory actions and prescriptive requirements.

Question 7

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

Answer 7

Utility

Utility is defined as the functionality offered by a product or service to meet a particular need. When a service has utility, it is referred to as ‘fit for purpose’.

Question 8

Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training’s website. Dion Training is responsible for managing the amount of storage space utilized on the service provider’s server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?

Answer 8

Service consumption

Service consumption refers to the activities performed by an organization to consume services, which includes the management of the consumer’s resources needed to use the service, service use actions performed by users, and may include the receiving (acquiring) of goods.

Question 9

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

Answer 9

Information security management

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

Question 10

What is the purpose of the ‘service request management’ practice?

Answer 10

Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Service request management 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.

Question 11

What is the purpose of the ‘service configuration management’ practice?

Answer 11

Ensuring that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed

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 12

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

Answer 12

Service desk

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

Question 13

What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?

Answer 13

Change

A change is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

Question 14

What is the definition of a problem?

Answer 14

A cause, or potential cause, of one or more incidents

A problem is a cause, or potential cause, of one or more incidents.

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 16

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

Answer 16

Formalized processes for logging incidents

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

Question 17

Which of the following is NOT a problem identification activity?

Answer 17

Logging an incident

Logging an incident is part of the Incident Management activities. Problem management is focused on performing trend analysis of incidents records, detecting duplicate or recurring issues, and analyzing the incidents to identify trends or linked issues.

Question 18

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?

Answer 18

Incident

An incident is an unplanned interruption to a service or reduction in the quality of a service. Since the wireless service is no longer working and this is an unplanned outage, it should be classified as an incident.

Question 19

What is NOT a phase in problem management?

Answer 19

Incident logging

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

Question 20

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

Answer 20

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

This is the ‘engage’ activity. Engage includes regular communication to collect under-specific requirements, set expectations, and to provide status updates.

Question 21

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

Answer 21

Provide trend, quality, and feedback information about requests

This is the ‘improve’ activity. Improve includes the analysis of data to identify opportunities to provide new service request options. It also contributes to improvement by providing trend, quality, and feedback information about fulfillment of requests.

Question 22

What does a centralized service desk require?

Answer 22

Knowledge base

A centralized service desk requires supporting technologies like workflow systems for routing and escalation, workforce management and resource planning systems, a centralized knowledge base, intelligent telephony systems, automatic call distribution, and remote access tools. Automation is wonderful and can provide efficiencies, but it is not required. Also, 24x7 support may not be a business requirement for some organizations. But, if you have a centralized service desk, you will need good remote access tools to be able to support users that are not located at your same location.

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?

Answer 23

Centralized

A centralized service desk includes a team of employees working in a single location.

Question 23

What should be included in every service level agreement?

Answer 23

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 24

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

Answer 24

Competitor’s metrics

You shouldn’t use competitor’s metrics as part of your SLA. Instead, you can use information from customer feedback, customer engagement, business measures, business metrics, and operational metrics.

Question 25

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

Answer 25

Collects and processes feedback from customers and users

The ‘engage’ activity in the service level management practice collects and processes feedback from customers and users.

Question 25

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?

Answer 25

Known error

A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (hard drive is out of space), but not resolved (moving the large files to an external device to free up space), this is a known error.

Question 26

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?

Answer 26

How do we keep the momentum going

The ‘how do we keep the momentum going’ step of the continual improvement model is used once the improvement has delivered the expected value and the focus is now shifting to increased improvement or to maintain the gains made by the improvement initiative.

Question 27

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

Answer 27

Where are we now

The ‘where are we now’ step is focused on determining the current state of the organization, including mapping out existing processes, conducting objective measurement through metrics, and available resources.

Question 28

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?

Answer 28

Did we get there

The ‘did we get there’ step is focused on checking the new state of the improvement initiative and comparing it to the original baseline to determine if the desired goal has been reached.

Question 29

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

Answer 29

Take action

The ‘take action’ step of the continual improvement model is focused on performing the actual work involved in order to reach the goals set forth in the ‘where do we want to be’ step. To do this, change management is used to implement a change in the environment and release management is used to make new and changed features available for use.

Question 30

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?

Answer 30

Where are we now

Where are we now’ is focused on determining the current state of the organization, including mapping out existing processes, conducting objective measurement through metrics, and available resources.

Question 31

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

Answer 31

Improve

The ‘improve’ value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Question 32

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

Answer 32

Service relationships

Service relationships are 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 33

Which ITIL concept describes continual improvement?

Answer 33

Service value system

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

Question 34

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

Answer 34

Activities that transform inputs into outputs

The ‘value streams and processes’ dimension focuses on what activities the organization undertakes, and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively. A key focus of the ‘value streams and processes’ dimension are processes which are activities that transform inputs into outputs.

Question 35

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

Answer 35

Partners and suppliers

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 36

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?

Answer 36

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 parts or items. This is not ‘optimize and automate’ because the scenario did not mention any intention to automate the reporting efforts.

Question 37

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

Answer 37

Think and work holistically

The guiding principle ‘think and work holistically’ advises that “services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management”. This requires you to think about a service from end-to-end by understanding how an organization can work together in an integrated way to achieve the desired objectives.

Question 38

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

Answer 38

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. This is mainly accomplished through establishing proper communication channels with all the relevant stakeholders.