Practice Exam #5 Flashcards
(40 cards)
What is the definition of service management?
A set of specialized organizational capabilities for enabling value to customers
Identify the missing word(s) in the following sentence. A user is a person who uses [?].
Services
What is the definition of a change?
The addition, modification, or removal of anything that could have a direct or indirect effect on services
What is defined as a cause, or potential cause, of one or more incidents?
Problem
What is the purpose of the ‘IT asset management’ practice?
Planning and managing the full lifecycle of all IT assets
What is the purpose of the ‘continual improvement’ practice?
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
What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
Information security management
What is defined as the practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?
Supplier management
Identify the missing word in the following sentence. [?] management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem
Dion Training has outsourced the development of a mobile application to support their students’ learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?
Service consumption
What term best describes a service that is ‘fit for purpose’?
Utility
Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.
Outcome
Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management.
Recommendations
Fill in the blank. According to the guiding principles, “Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.
Value
Which guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process?
Start where you are
Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?
Think and work holistically
Which guiding principle is focused on using the minimum number of steps to accomplish an objective?
Keep it simple and practical
Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of ‘optimize and automate’, how should you approach the automation of this existing process?
Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process
Which dimension of service management should be considered when deciding whether or not moving the organization’s web server from an on-premise solution to the cloud is a good decision in terms of compliance and security?
Information and technology
Dion Training Solutions is an Authorized Training Organization for Axelos. Which service management dimension would be focused on the relationship between Dion Training Solutions and Axelos in regards to the company’s delivery of ITIL 4 Foundation training to students?
Partners and suppliers
What is the end result of the service value system?
Value
Which of the following is NOT an activity within the service value chain?
Guiding principles
Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?
Obtain/build
Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual service model would the IT Director create this goal?
Where do we want to be
