Practice test 3 Flashcards
(16 cards)
What term best describes a service that is ‘fit for use’?
Utility
Value
Warranty
Outcome
Warranty
Overall explanation
Warranty is defined as the assurance that a product or service will meet agreed requirements. When a service has warranty, it is referred to as ‘fit for use’.
Which describes the functionality offered by a product or service to meet a particular need?
Utility
Warranty
Value
Outcome
Utility
Overall explanation
Utility is defined as the functionality offered by a product or service to meet a particular need. When a service has utility, it is referred to as ‘fit for purpose’.
Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
Incident management
Service level management
Service request management
Service desk
Service desk
Overall explanation
The service desk is the practice of capturing demand for incident resolution and service requests.
What is the definition of a problem?
The addition, modification, or removal of anything that could have a direct or indirect effect on services
An unplanned interruption to a service or reduction in the quality of a service
A cause, or potential cause, of one or more incidents
An issue that has been analyzed but has not been resolved
A cause, or potential cause, of one or more incidents
Overall explanation
A problem is a cause, or potential cause, of one or more incidents.
Identify the missing word in the following sentence. [?] 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.
IT asset management
Service configuration management
Change enablement
Service level management
Change enablement
Overall explanation
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.
What is usually included as part of ‘incident management’?
Detailed procedures for the diagnosis of incidents
Formalized processes for logging incidents
Observation of all services and service components to identify any change in state
Authority to implement changes to a system
Formalized processes for logging incidents
Overall explanation
This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents.
Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?
Event
Problem
Incident
Request
Incident
Overall explanation
An incident is an unplanned interruption to a service or reduction in the quality of a service. Since the wireless service is no longer working and this is an unplanned outage, it should be classified as an incident.
Which of the following is NOT a problem identification activity?
Detecting duplicate and recurring issues
Logging an incident
Performing trend analysis of incident records
Analysis of multiple incidents that may be linked together
Logging an incident
Overall explanation
Logging an incident is part of the Incident Management activities. Problem management is focused on performing trend analysis of incidents records, detecting duplicate or recurring issues, and analyzing the incidents to identify trends or linked issues.
What is NOT a phase in problem management?
Problem identification
Error control
Problem control
Incident logging
Incident logging
Overall explanation
Problem management involves three distinct phases: problem identification, problem control, and error control.
How does ‘service request management’ contribute to the ‘engage’ 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 collects user-specific requirements, sets expectations, and provides status updates
Overall explanation
This is the ‘engage’ activity. Engage includes regular communication to collect under-specific requirements, set expectations, and to provide status updates.
What is an example of an action a service request management employee would undertake as part of the ‘improve’ activity?
Communicate with consumers to understand their requirements
Initiate and fulfill standard changes
Provide trend, quality, and feedback information about requests
Fulfill the consumer’s service requests through acquisition of service components
Provide trend, quality, and feedback information about requests
Overall explanation
This is the ‘improve’ activity. Improve includes the analysis of data to identify opportunities to provide new service request options. It also contributes to improvement by providing trend, quality, and feedback information about fulfillment of requests.
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?
Incident
Workaround
Problem
Known error
Known error
Overall explanation
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.
How does ‘service level management’ contribute to the ‘engage’ value chain activity?
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides feedback from interactions with customers into new or changed services
Collects and processes feedback from customers and users
Provides information about the actual service performance and trends
Collects and processes feedback from customers and users
Overall explanation
The ‘engage’ activity in the service level management practice collects and processes feedback from customers and users.
Which of the following is NOT an activity within the service value chain?
Service relationships
Improve
Design and Transition
Obtain/Build
Service relationships
Overall explanation
Service relationships are 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.
Which ITIL concept describes continual improvement?
Service value system
Four dimensions of service management
Service value chain
Practices
Service value system
Overall explanation
The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement’.
Which of these are a key focus of the ‘value streams and processes’ dimension?
Workflow management and inventory systems
Activities that transform inputs into outputs
Roles and responsibilities
Contracts and agreements
Activities that transform inputs into outputs
Overall explanation
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. A key focus of the ‘value streams and processes’ dimension are processes which are activities that transform inputs into outputs.
