Rem 4

Question 1

Your company has three service desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India. What type of service desk model is your company using?

Virtual
Centralized
Follow-the-sun
Local

Answer 1

Follow-the-sun

Question 2

What should be included in every service level agreement?

Partners contractual obligations
Clearly defined service outcomes
Suppliers contractual obligations
Detailed metrics to capture availability of the system

Answer 2

Clearly defined service outcomes

Question 3

How does ‘service level management’ contribute to the ‘obtain/build’ value chain activity?

Provides objectives for component and service performance for products and services
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
Provides information about the actual service performance and trends

Answer 3

Provides objectives for component and service performance for products and services

Question 4

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

Provide trend, quality, and feedback information about requests
Initiate and fulfill standard changes
Communicate with consumers to understand their requirements
Fulfill the consumer’s service requests through acquisition of service components

Answer 4

Communicate with consumers to understand their requirements

Question 5

How should an organization adopt “continual improvement” methods?

Use a new method for each improvement that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles

Answer 5

Select a few key methods to suit the types of improvement that the organization handles

Question 6

Which is a recommendation of the “service desk” practice?

Service desks should never use technologies such as SMS and chat functions
Service desks should be highly technical functions
Service desks should have a practical understanding of the wider business
Service desks should always be a physical team in a single fixed location

Answer 6

Service desks should have a practical understanding of the wider business

Question 7

What does a centralized service desk require?

Walk-in service hours
Robotic process automation
Good workflow systems from routing and escalation
Outsourced employees

Answer 7

Good workflow systems from routing and escalation

Question 8

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

Provides objectives for component and service performance for products and services
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides information about the actual service performance and trends
Provides feedback from interactions with customers into new or changed services

Answer 8

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Question 9

What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?

Memorandum of Understanding
Business Partnership Agreement
Service Level Agreement
Interconnection Service Agreement

Answer 9

Service Level Agreement

Question 10

Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using?

Virtual
Centralized
Follow-the-sun
Local

Answer 10

Local

Question 11

What is the definition of a sponsor?

A person who uses services
A person who authorizes budget for service consumption
A person who works for an organization other than the service provider
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Answer 11

A person who authorizes budget for service consumption

Question 12

Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.

The contracted
Established
Inexpensive
Agreed

Answer 12

Agreed

Question 13

What is the definition of an incident?

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
A problem that has been analyzed but has not been resolved

Answer 13

An unplanned interruption to a service or reduction in the quality of a service

Question 14

Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved.

Change
Incident
Event
Problem

Answer 14

Problem

Question 15

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

Moving new or changed hardware, software, documentation, processes, or any other service component to live environments
Making new and changed services and features available for use
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
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Answer 15

Making new and changed services and features available for use

Question 16

What is the purpose of the ‘change control’ practice?

Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Making new and changed services and features available for use
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
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

Answer 16

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

Question 17

What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?

Relationship management
Service request management
Service level management
Service desk

Answer 17

Relationship management

Question 18

What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?

Problem management
Monitoring and event management
Service level management
Incident management

Answer 18

Monitoring and event management

Question 19

Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Problem management
Service desk
Service level management
Service request management

Answer 19

Service request management

Question 20

As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?

Service offering
Service relationship management
Service provision
Service consumption

Answer 20

Service relationship management

Question 21

Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.

Utility
Value
Output
Warranty

Answer 21

Value

Question 22

Which describes the assurance that a product or service will meet agreed requirements?

Utility
Warranty
Value
Output

Answer 22

Warranty

Question 23

How often should the guiding principles be changed within your organization?

Monthly
Quarterly
Yearly
Never

Answer 23

Never

Question 24

What is the main benefit of following the guiding principle of ‘progress iteratively with feedback’?

Faster responses to customers and business needs
Overall lower quality in the project
Reduced flexibility
Longer periods of time before a product is delivered

Answer 24

Faster responses to customers and business needs

Question 25

Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an ‘information radiator’ in the common areas of your floor of the office. This ‘information radiator’ contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this ‘information radiator’?

Focus on value
Keep it simple and practical
Optimize and automate
Collaborate and promote visibility

Answer 25

Collaborate and promote visibility

Question 26

Which guiding principle requires coordination across the organization in order to best understand how a complicated service works?

Think and work holistically
Keep it simple and practical
Optimize and automate
Focus on value

Answer 26

Think and work holistically

Question 27

You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, “Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, ‘If the account doesn’t belong to one of the above three categories, elevate the request to your supervisor’. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours.” What guiding principle is Nancy recommending you to follow with her approach to solving this problem?

Progress iteratively with feedback
Optimize and automate
Keep it simple and practical
Focus on value

Answer 27

Keep it simple and practical

Question 28

Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?

Think and work holistically
Progress iteratively with feedback
Focus on value
Optimize and automate

Answer 28

Optimize and automate

Question 29

Dion Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources?

Partners and suppliers
Value streams and processes
Organizations and people
Information and technology

Answer 29

Organizations and people

Question 30

Your company has recently decided to install a Microsoft SharePoint server to serve as the organization’s knowledge base. Which dimension of service management would this decision best be considered?

Information and technology
Organizations and people
Partners and suppliers
Value streams and processes

Answer 30

Information and technology