Practice Exam #2 Flashcards
(40 cards)
What is the definition of utility?
The functionality offered by a product or service to meet a particular need
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.
Outcomes
What is the definition of an IT asset?
Any valuable component that can contribute to the delivery of an IT product or service
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.
Configuration item
What is the purpose of the ‘relationship management’ practice?
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
What is the purpose of the ‘problem management’ practice?
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
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
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?
Continual improvement
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.
Level
Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google’s G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training’s students?
Service relationship management
What term best describes the perceived benefits, usefulness, and importance of something?
Value
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?
Risks
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.
Guiding principles
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?
Focus on value
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?
Start where you are
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?
Collaborate and promote visibility
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?
Keep it simple and practical
What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?
Automation
Which service management dimension is focused on the roles and responsibilities of the people involved in a process’ workflow?
Organizations and people
Which service management dimension is focused on the communication systems and knowledge bases used by employees?
Information and technology
Which ITIL concept describes practices?
Service value system
Which of the following is NOT an activity within the service value chain?
Practice
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?
Obtain/build
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?
How do we get there
