ITIL CDS FINAL Flashcards
(35 cards)
In ITIL 4 - Does ‘Service integration and management’ manages multiple suppliers in a single value stream? Yes or no?
Yes. Explanation: In ITIL 4, Service Integration and Management (SIAM) coordinates multiple suppliers to deliver a cohesive service within a single value stream, ensuring alignment and value co-creation.
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation? A. Results-based measurement B. Advanced analytics C. Outsourcing D. Swarming
D. Swarming. Explanation: Swarming involves cross-functional teams collaborating dynamically to resolve incidents, bypassing rigid escalation tiers, reducing delays, and clearing ticket queues, aligning with ITIL 4’s collaborative principles.
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams? A. The methods used to manage the development work B. Whether the service is being created for internal or external customers C. The number of practices required to support the service D. The number of suppliers that will be used to source service components
B. Whether the service is being created for internal or external customers. Explanation: Internal and external customers often have distinct needs or regulatory requirements, necessitating separate value streams to deliver tailored value, per ITIL 4’s focus on customer needs.
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations? A. Artificial intelligence B. ITSM software C. Information models D. Advanced analytics
A. Artificial intelligence. Explanation: AI, particularly natural language processing, is used to process unstructured text for summarization or translation, offering dynamic analysis unlike ITSM software, information models, or analytics.
An organization prioritizes its work on a ‘last-in, first-out’ basis. Which work item should be actioned NEXT? A. An item logged yesterday at 09:00 B. An item logged yesterday at 11:00 C. An item logged today at 09:00 D. An item logged today at 11:00
D. An item logged today at 11:00. Explanation: In a LIFO system, the most recently logged item is actioned first. The item logged today at 11:00 is the latest, so it is next.
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users? A. Shortest item first B. Swarming C. Shift-left D. Robotic process automation
C. Shift-left. Explanation: Shift-left moves support tasks to frontline teams or users via tools or training, reducing escalation and speeding up resolutions, aligning with ITIL 4’s efficiency focus.
When verifying that an incident has been resolved, which is an example of value as perceived by a user? A. An incident resolved within the target SLA time, enabling efficient use of service desk resources B. An accurate and complete incident record, enabling subsequent trend analysis of incidents C. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption D. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
C. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption. Explanation: Value in ITIL 4 is perceived by users as outcomes that support their goals, like restoring a point of sale system to minimize business disruption.
A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team. Which is the BEST approach for the service desk to use for escalating this incident? A. Follow the predefined procedure for investigating web performance incidents B. Use swarming to involve people from multiple different teams in the investigation C. Escalate to the performance management team, who will then escalate to a different team if needed D. Declare a major incident and start the major incident management procedure
B. Use swarming to involve people from multiple different teams in the investigation. Explanation: Swarming brings experts from relevant teams together to diagnose complex issues like slow website transactions, avoiding sequential escalation delays, per ITIL 4’s collaborative approach.
A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality. Which practice is most likely to identify this issue and initiate improvement actions? A. Knowledge management B. Service validation and testing C. Service level management D. Service desk
C. Service level management. Explanation: Service level management engages customers to assess service performance, identify functionality gaps, and initiate improvements, aligning with ITIL 4’s customer-focused value delivery.
An organization is moving from a process-based approach to a value-stream based approach for managing user issues. Which of these activities should the organization do FIRST? A. Consider how the service desk teams can be involved at an earlier stage in the creation of a service B. Identify the activities which could be improved by the use of automation C. Understand which steps contribute least to the support of the service D. Understand the situations in which incidents and service requests will be initiated
D. Understand the situations in which incidents and service requests will be initiated. Explanation: Understanding the triggers for incidents and requests defines the value stream’s starting points and customer needs, enabling effective design, per ITIL 4’s value stream principles.
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes. Which is the BEST approach to reduce the number of failures? A. Create a standard change model for development changes and initiate as a service request B. Increase the size of development changes to make them easier to handle and increase success C. Create a change model for development changes that includes the use of safe-to-fail testing D. Initiate development changes as emergency changes so that errors can be identified quickly
C. Create a change model for development changes that includes the use of safe-to-fail testing. Explanation: Safe-to-fail testing in a change model allows controlled experimentation, catching errors early and reducing failures in complex systems, aligning with ITIL 4’s risk management.
Which is an example of results-based measurement and reporting? A. Measuring and reporting the number of hours worked by service desk staff B. Measuring and reporting the number of supplier-related interruptions to a service C. Measuring and reporting customer satisfaction with closed incidents D. Measuring and reporting the cost of providing a service to customers and users
C. Measuring and reporting customer satisfaction with closed incidents. Explanation: Results-based measurement focuses on outcomes, like customer satisfaction, which reflects service value, unlike inputs (hours, costs) or operational metrics (interruptions).
Which statement about collaboration is CORRECT? A. Collaboration focuses on the organization’s goals B. Collaboration should be used instead of swarming or DevOps C. Collaboration can be enforced by aligning metrics between teams D. Collaboration is most useful for standardized work
C. Collaboration can be enforced by aligning metrics between teams. Explanation: Aligning metrics promotes shared goals and accountability, fostering collaboration across teams, per ITIL 4’s collaborative principles.
An organization has many team members who work independently and spend time on the work which interests them the most. Which recommendation is MOST applicable to this situation? A. Encourage informal teams across the organization B. Incorporate the organization’s vision into the team culture C. Promote a culture of learning and development D. Hold regular meetings focusing on problem solutions
B. Incorporate the organization’s vision into the team culture. Explanation: Embedding the organization’s vision aligns individual efforts with shared goals, reducing independent prioritization of personal interests, per ITIL 4’s focus on value.
Which is an example of using a ‘shift-left’ approach to optimize password resets? A. Allow users to reset their own passwords using an automated tool B. Train service desk agents to categorize password resets as service requests C. Automatically assign a high priority to password reset requests to resolve them faster D. Encourage users to remember or safely record their passwords to reduce the number of password resets
A. Allow users to reset their own passwords using an automated tool. Explanation: Shift-left moves tasks to users via automation, like self-service password resets, reducing service desk workload and improving efficiency, per ITIL 4.
A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements. Which are the TWO BEST ways to measure these changes? 1. Measure individual changes by the output that they create 2. Measure the overall success of multiple changes by the output that is created 3. Measure individual changes by the outcome that they create 4. Measure the overall success of multiple changes by the outcome that is created A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4
C. 3 and 4. Explanation: Measuring outcomes (e.g., improved sales performance) for individual and overall changes ensures focus on value delivered, unlike outputs (e.g., features added), per ITIL 4.
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached. What is the BEST approach to resolve this issue? A. Recruit additional operations staff B. Improve operations team training C. Renegotiate service level targets D. Improve filtering of operations data
D. Improve filtering of operations data. Explanation: Better filtering reduces noise, highlighting critical events to prevent misses, addressing the issue efficiently, per ITIL 4’s focus on optimization.
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile? A. Knowledge of how to log incidents and service requests B. Commitment to continual improvement C. Experience of financial management D. Technical knowledge of the supported products
B. Commitment to continual improvement. Explanation: A commitment to continual improvement drives process optimization and team performance, critical for a team lead, aligning with ITIL 4’s improvement focus.
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service? A. Create one value stream for every lifecycle phase of support requests B. Create one value stream for the entire set of support activities C. Create one value stream for each support team D. Create separate value streams for practices, people, tools and suppliers
B. Create one value stream for the entire set of support activities. Explanation: A single value stream unifies all support activities for cohesive, efficient value delivery, avoiding fragmentation, per ITIL 4’s value stream principles.
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors. Which test level should the organization focus on to address this weakness? A. Unit B. Integration C. System D. Acceptance
B. Integration. Explanation: Integration testing verifies interactions between applications, addressing errors caused by one application affecting others, reducing disruptions.
To stay ahead of its competition, an organization’s leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream? A. Reducing the time spent assessing and approving changes B. Designing a continuous integration/continuous delivery pipeline C. Reducing the time it takes to provide environments for projects D. Minimizing handoffs between specialists within a development team
B. Designing a continuous integration/continuous delivery pipeline. Explanation: A CI/CD pipeline automates and streamlines the entire development-to-deployment process, accelerating innovation delivery, per ITIL 4’s value stream optimization.
Which is a reason why an organization should create competency profiles for each role? A. To plan the professional development of team members B. To ensure that IT specialists have pi-shaped skill profiles C. To ensure that technical skills are included in each profile D. To plan to fill all the mandatory ITIL roles
A. To plan the professional development of team members. Explanation: Competency profiles guide skill development and training, aligning roles with organizational needs, per ITIL 4’s focus on people.
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What ‘design thinking’ activity is this an example of? A. Inspiration and empathy B. Ideation C. Implementation D. Prototyping
B. Ideation. Explanation: Ideation involves generating and evaluating multiple design solutions to select the best one, as described, aligning with design thinking principles.
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent. Which concept should be applied to overcome this challenge? A. Working with a customer-oriented mindset B. Shift-left C. A continual improvement culture D. Workforce planning and management
C. A continual improvement culture. Explanation: A continual improvement culture fosters trust and transparency, encouraging employee suggestions by valuing and acting on them, per ITIL 4.
