Test 4 Flashcards
Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.
Capabilities
Service management is a set of specialized organizational capabilities for enabling value to customers in the form of services.
Which of the following is NOT an activity within the service value chain?
Continual improvement
Continual improvement 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.
Which ITIL concept describes guiding principles?
Service value system
The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement’.
Dion Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of service management best represents this series of actions that is occurring through automation?
Value streams and processes
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. In this example, the process is what is being highlighted by the question. While technology is being used to perform all these actions, the focus is the process (the activities to create value for the consumer), not the website, email, or other technology being used. This question shows the overlap between the four dimensions, so be careful to select the dimension that is MOST applicable to the scenario provided.
Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change?
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.
What refers to the process of improving and increasing the efficiency of a process or service?
Optimization
The guiding principle of ‘optimize and automate’ relies heavily on optimization. Optimization is the process of improving and increasing the efficiency of a process or service.
Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?
Collaborate and promote visibility
The guiding principle of ‘collaborate and promote visibility’ relies heavily on communication to meet its intended goals. This requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff.
A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario?
Progress iteratively with feedback
The description of ‘progress iteratively with feedback’ says “By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each smaller effort will be sharper and easier to maintain.”
Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?
Start where you are
The ‘start where you are’ guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service.
Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?
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. This includes understanding the consumer’s perspective on the value of a service. This perspective is affected by the cost and financial consequences for the service consumer when they utilize the service.
Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes ‘focus on value’ in this context?
Guiding principle
Focus on value’ is a guiding principle. 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.
Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service provider. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider’s servers instead.
Costs
From the service consumer’s perspective, there are two types of costs involved in service relationships: 1. Costs removed from the service consumer by the service (a part of the value proposition). This may include costs of staff, technology, and other resources which are not needed by the consumer. 2. Costs imposed on the consumer by the service (the costs of service consumption). The total cost of consuming a service includes the price charged by the service provider (if any), plus other costs such as staff training, costs of network utilization, procurement, etc.
Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the ‘Profit and Loss (P&L)’ metrics for the month. What term best describes the P&L report that is produced each month?
Output
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. Since this program has multiple functions, it is unlikely that this one report is the desired outcome of the entire accounting program, therefore, the term output best describes the P&L report that is created by the program.
What is the definition of a configuration item?
Any component that needs to be managed in order to deliver an IT service
A configuration item is any component that needs to be managed in order to deliver an IT service.
What is the definition of a user?
A person who uses services
A user is a person who uses services.
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service.
Unplanned
An incident is an unplanned interruption to a service or reduction in the quality of a service.
What is the purpose of the ‘change enablement’ practice?
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
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.
What is the purpose of the ‘deployment management’ practice?
Moving new or changed hardware, software, documentation, processes, or any other service component to live environments
Deployment management is the practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
What is the purpose of the ‘service level management’ practice?
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
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.
What is defined as the practice of planning and managing the full lifecycle of all IT assets?
IT asset management
IT asset management is the practice of planning and managing the full lifecycle of all IT assets.
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.
Incident
Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?
Service provision
Service provision refers to the activities performed by an organization to provide services, which includes management of resources configured to deliver the service, access to these resources for users, fulfillment of the agreed service actions, service performance management, and continual improvement (and may also include the supply of goods).
Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?
Service Level Agreement
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service. They should be written in an easy-to-understand language, avoid complex legal terminology, and agreed by both parties.
How should measures and metrics be used to measure your service level management levels?
To provide a representation of the actual customer’s experience
Service level management identifies metrics and measures that are a truthful reflection of the customer’s actual experience and level of satisfaction with the whole service. These vary from organization to organization, but the intent is to pick measures and metrics that simulate and capture the true customer experience.
