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ITILv4 Foundation > Practise Exam 2 > Flashcards

Practise Exam 2 Flashcards

1
Q

What is the definition of a service?

  1. The means by which an organization is directed and controlled
  2. A set of specialized organizational capabilities for enabling value to customers
  3. A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.
  4. 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.
A

4 - 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.

A service is 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.

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2
Q

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

  1. Assurance
  2. Promise
  3. Functionality
  4. Outcome
A

Functionality

Utility is the functionality offered by a product or service to meet a particular need.

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3
Q

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.

  1. IT asset management
  2. Service Configuration Management
  3. Change Enablement
  4. Service Level Management
A

3 - Change Enablement

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.

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4
Q

Identify the missing word(s) in the following sentence.

An event is any change of state that has significance for the management of a(n) [?] or other configuration items.

  1. Output
  2. Product
  3. Service
  4. Outcome
A

3 - Service

An event is any change of state that has significance for the management of a service or other configuration item.

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5
Q

What is the purpose of the ‘information security management’ practice?

  1. Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
  2. Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.
  3. Ensuring that services deliver agreed levels of availability or that change can be assessed.
  4. Systematically observing services and service components and recording and reporting selected changes of state identified as events.
A

1 - Protecting an organization by understanding and managing risks to the confidentiality,

Information security management is the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

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6
Q

What is the purpose of the ‘monitoring and event management’ practice?

  1. Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
  2. Systematically observing services and service components and recording and reporting selected changes of state identified as events.
  3. Minimizing the negative impact of incidents by restoring normal service operations as quickly as possible.
  4. Ensuring that all an organisations projects are successfully delivered.
A

2 - Systematically observing services and service components and recording and reporting selected changes of state identified as events.

Monitoring and event management is the practice of systematically observing services and service components and recording and reporting selected changes of state identified as events.

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7
Q

What is the purpose of the ‘incident management’ practice?

  1. Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
  2. Ensuring that services deliver agreed levels of availability or that change can be assessed.
  3. Ensuring that all an organizations projects are successfully delivered.
  4. Minimizing the negative impact of incidents by restoring normal service operations as quickly as possible.
A

4 - Minimizing the negative impact of incidents by restoring normal service operations as quickly as possible.

Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

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8
Q

What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?

  1. Change Enablement
  2. IT-Asset Management
  3. Service Configuration Management
  4. Service Level Management
A

3 - Service Configuration Management

Service configuration management is the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.

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9
Q

Identify the missing word in the following sentence.

The [?] is the practice of capturing demand for incident resolution and service requests.

  1. Incident Management
  2. Service Level Management
  3. Service Request Management
  4. Service Desk
A

4 - Service Desk

The service desk is the practice of capturing demand for incident resolution and service requests.

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10
Q

Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?

  1. An outcome
  2. Value
  3. A Service Offering
  4. An Output
A

3 - A service offering

A service offering is a description of one or more services, designed to address the needs of a target consumer group (which may include goods, access to resources, and service actions). In the case of this service offering, Dion Training is providing students with everything they need to study for the certification exam (videos, practice exams, and a study guide), but they are not providing the students with the actual exam voucher to take the exam. The service provider may offer a different package or bundle that provides the voucher as well.

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11
Q

What is the definition of utility?

  1. The assurance that a product or service will meet agreed requirements.
  2. A possible event that could cause harm or loss, or make it more difficult to achieve objectives.
  3. The functionality offered by a product or service to meet a particular need.
  4. A tangible or intangible deliverable that is produced by carrying out an activity.
A

3 - The functionality offered by a product or service to meet a particular need.

Utility is the functionality offered by a product or service to meet a particular need.

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12
Q

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.

  1. Outcomes
  2. Cost
  3. Outputs
  4. Benefits
A

1 - Outcomes

A customer is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

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13
Q

What is the definition of an IT asset?

  1. A particular set of settings or options on a given piece of equipment.
  2. Any valuable component that can contribute to the delivery of an IT-product or service.
  3. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, wothout the customer having to manage specific costs and risks.
  4. Any component that needs to be managed in order to deliver an IT-Service.
A

2 - Any valuable component that can contribute to the delivery of an IT-product or service.

An IT asset is any valuable component that can contribute to the delivery of an IT product or service.

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14
Q

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.

  1. Products
  2. Output
  3. Asset
  4. Configuration Item
A

4 - Configuration Item

A configuration item is any component that needs to be managed in order to deliver an IT service.

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15
Q

What is the purpose of the ‘relationship management’ practice?

  1. Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
  2. Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
  3. 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.
  4. Ensuring that an organizations suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
A

1 - Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Relationship management is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

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16
Q

What is the purpose of the ‘problem management’ practice?

  1. Ensuring that service deliver agreed levels of availability or that change can be assessed.
  2. Supporting the agreed quality of a service by handling all pre-defined, user initiated service requests in an effective and user-friendly manner.
  3. Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
  4. Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
A

4 - Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Problem 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.

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17
Q

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.

  1. Availability
  2. Event
  3. Incident
  4. Problem
A

3 - Incident

Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

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18
Q

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?

  1. Service level management
  2. Service request management
  3. Continual Improvement
  4. Capacity and performance management
A

3 - Continual Improvement

Continual improvement is 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.

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19
Q

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.

  1. Capacity
  2. Availability
  3. Request
  4. Level
A

4 - Level

Service level 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.

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20
Q

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?

  1. Service Offering
  2. Service Relationship Management
  3. Service Provision
  4. Service Consumption
A

2 - Service Relationship Management

Service relationship management refers to the joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. In this example, Google is acting as the service provider and Dion Training is acting as the service consumer for the email services. This enables the co-creation of value to Dion Training and aids in their ability to provide email support to their students.

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21
Q

What term best describes the perceived benefits, usefulness, and importance of something?

  1. Utility
  2. Warranty
  3. Outcome
  4. Value
A

4 - Value

Value is the perceived benefits, usefulness, and importance of something.

22
Q

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?

  1. Output
  2. Risks
  3. Costs
  4. Utlility
A

2 - Risks

Risk is a possible event that could cause harm or loss, or make it more difficult to achieve objectives. Risk can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes, as well as negative outcomes.

23
Q

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.

  1. Guiding Principles
  2. Service Value Chain
  3. Focus on Value
  4. Governance
A

1 - Guiding Principles

A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.

24
Q

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?

  1. Focus on Value
  2. Progress iteratively with feedback
  3. Collaborate and promote visibility
  4. Think and work holistically
A

1 - Focus on Value

In order to understand the consumer’s perspective of value, it is important that the service provider understand why the consumer uses the service, what the services help them to do, and how the services help them achieve their own goals. The guiding principle that most closely aligns to your team’s task is ‘focus on value’. ‘Focus on value’ ensures that everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.

25
Q

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?

  1. Focus on Value
  2. Start where you are
  3. Keep it simple and practical
  4. Optimize and automate
A

2 - Start where you are

Based on the scenario given, this best describes the guiding principle of ‘start where you are’ because the current state is being investigated and observed directly to ensure it is fully understood before attempting to build a new service. The team manager is attempting to leverage the pre-existing processes and procedures before creating new ones from scratch. He is not attempting to optimize the current service, but simply desires to understand it so they can identify any issues that should be avoided and any good components of the service that may be reused in the new service.

26
Q

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?

  1. Collaborate and promote visibility
  2. Focus on Value
  3. Progress iteratively with feedback
  4. Optimize and automate
A

1 - Collaborate and promote visibility

The guiding principle of ‘collaborate and promote visibility’ 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.

27
Q

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?

  1. Think and work holistically
  2. Keep it simple and practical
  3. Optimize and automate
  4. Focus on Value
A

2 - Keep it simple and practical

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.

28
Q

What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?

  1. Automation
  2. Optimization
  3. Value
  4. Utility
A

1 - Automation

The guiding principle of ‘optimize and automate’ relies heavily on automation. Automation is the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement.

29
Q

Which service management dimension is focused on the roles and responsibilities of the people involved in a process’ workflow?

  1. Organization and people
  2. Information and technology
  3. Partners and suppliers
  4. Value streams and processes
A

1 - Organization and people

The ‘organization and people’ dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.

30
Q

Which service management dimension is focused on the communication systems and knowledge bases used by employees?

  1. Organizations and people
  2. Information and technology
  3. Partners and suppliers
  4. Value streams and processes
A

2 - Information and Technology

The ‘information and technology’ dimension focuses on the information and knowledge necessary for the management of services, as well as the technologies required.

31
Q

Which ITIL concept describes practices?

  1. Seven guiding principles
  2. Service Value System
  3. Service Value Chain
  4. Four Dimensions of Service Management
A

2 - Service Value System

The components of the service value system are ‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement’.

32
Q

Which of the following is NOT an activity within the service value chain?

  1. Plan
  2. Engage
  3. Delivery and Support
  4. Practice
A

4 - Practice

Practice is 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.

33
Q

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?

  1. Design and Transition
  2. Engage
  3. Obtain/build
  4. Deliver and Support
A

3 - Obtain/Build

The ‘obtain/build’ value chain activity ensures that service components are available when and where they are needed and meet agreed specifications. Configuration of the devices based upon the designs provided would best be classified as an action that occurs during the ‘obtain/build’ value chain activity.

34
Q

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?

  1. Where do we want to be
  2. How do we get there
  3. Where are we now
  4. Take Action
A

2 - How do we get there

The ‘how do we get there’ step of the continual improvement model is focused on outlining the plan of action to be undertaken to accomplish the goals set forth in the ‘where do we want to be’ step of the model.

35
Q

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?

  1. Standard
  2. Normal
  3. Emergency
  4. Routine
A

2 - Normal

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.)

36
Q

What is an emergency change?

  1. A change that dosent need risk assessment because the procedure has been pre-authorized.
  2. A change that needs to be assessed, auhorized, and scheduled by a change autority.
  3. A change that must be implemented as soon as possible because it is required to resolve an incident or security issue.
  4. A change that is assessed, authorized, and scheduled as part of “continual Improvement”
A

3 - A change that must be implemented as soon as possible because it is required to resolve an incident or security issue.

An emergency change is change that must be implemented as soon as possible to resolve an incident or security issue.

37
Q

Who is responsible for approving a change within the organization?

  1. CEO
  2. IT Director
  3. Service Desk Analyst
  4. Change Authority
A

4 - Change Authority

The change authority is a person or group responsible for authorizing a change. For a standard change, the change might be pre-authorized for all future changes of the same type. For an emergency change, this might be the IT director. Regardless of their named position, when they are authorizing a change based on the organization’s defined level of authority, they are the change authority.

38
Q

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?

  1. Problem
  2. Event
  3. Incident
  4. Resolution
A

3 - Incident

An incident is an unplanned interruption to a service or reduction in the quality of a service.

39
Q

Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?

  1. It can provide automated resolution and closure of complex incidents
  2. It can ensure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA)
  3. It can provide automated matching of incidents to problems or known errors.
  4. The system can provide specialized knowledge for solving complicated incidents.
A

3 - It can provide automated matching of incidents to problems or known errors.

Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors. While the tools may help with resolving incidents faster, they cannot automatically ensure that incidents are resolved within the agreed timeframes from the SLA.

40
Q

What is usually included as part of ‘incident management’?

  1. Scripts for collecting initial information about incidents
  2. Detailed procedures for the diagnosis of incidents.
  3. Authority to implement changes to a system
  4. Observation of all services and service components to identify any change in state.
A

1 - Scripts for collecting initial information about incidents

This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents.

41
Q

You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?

  1. Incident
  2. Workaround
  3. Problem
  4. Event
A

3 - Problem

A problem is a cause, or potential cause, of one or more incidents. Since you have received 13 calls (13 potential incidents), and the common issue appears to be the domain controller, the domain controller might be the problem.

42
Q

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?

  1. Known error
  2. Workaround
  3. Problem
  4. Incident
A

1 - Known error

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.

43
Q

How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?

  1. It ensures that users continue to be productive when they need assistance from the srvice provider
  2. It collects user-specific requirements, sets expectations, and provides status updates.
  3. By initiating standard changes to fulfill service requests
  4. It acquires pre-approved service components to help fulfill service requests.
A

1 - It ensures that users continue to be productive when they need assistance from the srvice provider

This is the ‘deliver and support’ activity. Deliver and support ensures users continue to be productive when they need assistance from the service provider.

44
Q

What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?

  1. Analyzing data to identify opportunities to provide new service request options.
  2. Ensuring users continue to be productive when they need assistance from the service provider.
  3. Acquiring pre-approved service components to help fulfill service requests
  4. Initiating standard changes to fulfill service requests.
A

3 - Acquiring pre-approved service components to help fulfill service requests

This is ‘obtain/build’ activity. “Obtain/build: The fulfillment of service requests may require acquisition of pre-approved service components.”

45
Q

What is true about the service desk?

  1. Service desks should always be a physical team in a single fixed location
  2. Service desks should be designed based on your organization, its business process, and the user requirements.
  3. Service desks should always use a virtual service desk to save money.
  4. Service desks should always be local to the organization they support.
A

2 - Service desks should be designed based on your organization, its business process, and the user requirements.

There is no ‘one’ perfect way to design a service desk. The service desk may utilize a local, centralized, or virtualized model. It just depends on your organization, business needs, and user requirements.

46
Q

What activity is the main channel for communication and collaboration with users?

  1. Service Level Management
  2. Service Desk
  3. Incident Management
  4. Service Request Management
A

2 - Service Desk

The service desk is the main channel for tactical and operational engagement with users. The service desk is the entry point and single point of contact for the service provider with all of its users.

47
Q

You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is ‘green’ (meaning, we are meeting all of the targets). Just then, another executive asks, “If everything is showing as ‘green’, why am I hearing other users complain that the service is always unavailable for use?” What might be the reason for this?

  1. Your supervisors data is based on operational metrics
  2. Your supervisors data is based on business metrics
  3. Your supervisors data is based on availability metrics
  4. Your supervisors data is not based on business outcomes.
A

4 - Your supervisors data is not based on business outcomes.

Often, service level management reviews show as a ‘watermelon’, all green on the outside and red on the inside. This means that teams are often measuring the wrong things. For example, if you are measuring the uptime of a single server, this isn’t important to the end user or business objective or outcome. Instead, there should be a balanced ‘bundle’ of metrics to properly account for the business objectives as defined by outcomes and not simply operational metrics.

48
Q

How does ‘service level management’ contribute to the ‘improve’ value chain activity?

  1. Uses feedback from users about service and requirements from customers to make the service better
  2. Provides feedback from interactions with customers into new or changed services
  3. Provides information about the actual service performance and trends
  4. Collects feedback during interactions and communicates service performance objectives to the operations and support teams.
A

1 - Uses feedback from users about service and requirements from customers to make the service better

The ‘improve’ activity in the service level management practice uses feedback from users about the service and requirements from customers to make recommendations to improve the service.

49
Q

You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?

  1. Plan
  2. Improve
  3. Engage
  4. Obtain/Build
A

3 - Engage

Engage focuses on problems that have a significant impact on services will be visible to customers and users. In some cases, customers may wish to be involved in problem prioritization, and the status and plans for managing problems should be communicated. Workarounds are often presented to users via a service portal. The purpose of engage value chain activity is to provide continual engagement with all stakeholders.

50
Q

What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?

  1. Ensuring users continue to be productive when they need assistance from the service provider
  2. Collecting user-specific requirements, setting expectation, and providing status updates.
  3. Acquiring pre-approved service components to help fulfill service requests
  4. Initiating standard changes to fulfill service requests
A

4 - Initiating standard changes to fulfill service requests

This is the ‘design and transition’ activity. Standard changes to services can be initiated and fulfilled as service requests.

ITILv4 Foundation (29 decks)

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