Practice test 2 Flashcards
(11 cards)
What is the purpose of the ‘relationship management’ practice?
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
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
Ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Overall explanation
Relationship management is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
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
Cost
Outputs
Benefits
Outcomes
Overall explanation
A customer is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
What is the definition of an IT asset?
A particular set of settings or options on a given piece of equipment
Any valuable component that can contribute to the delivery of an IT product or service
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Any component that needs to be managed in order to deliver an IT service
Any valuable component that can contribute to the delivery of an IT product or service
Overall explanation
An IT asset is 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.
Product
Outputs
Asset
Configuration item
Configuration item
Overall explanation
A configuration item is any component that needs to be managed in order to deliver an IT service.
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?
Think and work holistically
Keep it simple and practical
Optimize and automate
Focus on value
Keep it simple and practical
Overall explanation
When analyzing a practice, process, service, metric, or other improvement targets, always ask whether it contributes to value creation. If value is not being created, then eliminate the unnecessary steps to simplify the process.
Which ITIL concept describes practices?
Seven guiding principles
Service value system
Service value chain
Four dimensions of service management
Service value system
Overall explanation
The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement’.
You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?
Standard
Normal
Emergency
Routine
Normal
Overall explanation
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). In this example, the system is currently working perfectly fine, but you want to add a new function/feature to improve it. This should go through the normal change process. (Note: Routine is not a type of change in ITIL 4.)
You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?
Problem
Event
Incident
Resolution
Incident
Overall explanation
An incident is an unplanned interruption to a service or reduction in the quality of a service.
The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?
Known error
Workaround
Problem
Incident
Known error
Overall explanation
A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (the network switch is broken and must be replaced), but not resolved (awaiting a new switch to arrive and be configured), this is a known error.
How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?
It ensures that users continue to be productive when they need assistance from the service provider
It collects user-specific requirements, sets expectations, and provides status updates
By initiating standard changes to fulfill service requests
It acquires pre-approved service components to help fulfill service requests
It ensures that users continue to be productive when they need assistance from the service provider
Overall explanation
This is the ‘deliver and support’ activity. Deliver and support ensures users continue to be productive when they need assistance from the service provider.
What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?
Ensuring users continue to be productive when they need assistance from the service provider
Collecting user-specific requirements, setting expectations, and providing status updates
Acquiring pre-approved service components to help fulfill service requests
Initiating standard changes to fulfill service requests
Initiating standard changes to fulfill service requests
Overall explanation
This is the ‘design and transition’ activity. Standard changes to services can be initiated and fulfilled as service requests.
