Test 4

Question 1

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.

Answer 1

Capabilities

Service management is a set of specialized organizational capabilities for enabling value to customers in the form of services.

Question 2

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

Answer 2

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.

Question 3

Which ITIL concept describes guiding principles?

Answer 3

Service value system

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

Question 4

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?

Answer 4

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.

Question 5

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?

Answer 5

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 6

What refers to the process of improving and increasing the efficiency of a process or service?

Answer 6

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.

Question 7

Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?

Answer 7

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.

Question 8

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?

Answer 8

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.”

Question 9

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?

Answer 9

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.

Question 10

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?

Answer 10

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.

Question 11

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?

Answer 11

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.

Question 12

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.

Answer 12

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.

Question 13

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?

Answer 13

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.

Question 14

What is the definition of a configuration item?

Answer 14

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.

Question 14

What is the definition of a user?

Answer 14

A person who uses services

A user is a person who uses services.

Question 15

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.

Answer 15

Unplanned

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

Question 16

What is the purpose of the ‘change enablement’ practice?

Answer 16

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.

Question 17

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

Answer 17

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.

Question 18

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

Answer 18

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.

Question 19

What is defined as the practice of planning and managing the full lifecycle of all IT assets?

Answer 19

IT asset management

IT asset management is the practice of planning and managing the full lifecycle of all IT assets.

Question 20

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 20

Incident

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

Question 21

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?

Answer 21

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).

Question 22

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?

Answer 22

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.

Question 23

How should measures and metrics be used to measure your service level management levels?

Answer 23

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.

Question 24

Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What service desk structure does this describe?

Answer 24

Virtual

A virtual service desk allows agents to work from multiple locations which are geographically dispersed. Often, agents may also be working from home under this model.

Question 25

How does ‘service level management’ contribute to the ‘design and transition’ value chain activity?

Answer 25

Provides feedback from interactions with customers into new or changed services

The ‘design and transition’ activity in the service level management practice provides feedback from interactions with customers into new or changed services.

Question 26

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

Answer 26

Service desks should have a practical understanding of the users and their needs

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

Question 27

How does ‘service request management’ contribute to ‘design and transition’ activity?

Answer 27

By 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.

Question 28

How does ‘service request management’ contribute to the ‘obtain/build’ value chain activity?

Answer 28

It acquires 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 29

What is NOT a phase in problem management?

Answer 29

Incident analysis

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

Question 30

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 30

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 31

In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

Answer 31

Improve

During the ‘improve’ value chain activity, the incident records from the incident management process are used as an input to improvement activities based on their incident frequency and severity.

Question 32

During incident management, what is it called when the incident is passed on to the next higher level of technician?

Answer 32

Escalation

Escalation occurs when an incident is more complicated and needs a higher level of analysis and support to resolve.

Question 33

Which practice would include a formalized process for logging unplanned interruptions to a service?

Answer 33

Incident management

Incident management should include a formalized process for logging incidents. Incidents are an unplanned interruption to a service or reduction in the quality of a service.

Question 34

What is usually NOT included as part of ‘incident management’?

Answer 34

Detailed procedures for the diagnosis of incidents

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

Question 35

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?

Answer 35

Standard

A new account being created is likely something a service desk analyst does multiple times per day. Your organization should have a standard process for this type of change. It is considered a standard change. Standard changes are low-risk, pre-authorized changes that are well-understood and fully-documented. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented, only if there is a modification to the way it is carried out.

Question 36

What is a normal change?

Answer 36

A change that is scheduled, assessed, and authorized using a standard process

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 37

What is the step after ‘where do we want to be’ in the continual improvement model?

Answer 37

How do we get there

After the ‘where do we want to be’ step in the continual improvement model has been completed, we should begin the ‘how do we get there’ step.

Question 38

During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?

Answer 38

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 38

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

Answer 38

Design and transition

The ‘design and transition’ value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market.