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AlexTerres > Set 1 > Flashcards

Set 1 Flashcards

1
Q

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

Assurance
Promise
Functionality
Outcome

A

Functionality

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2
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.

IT asset management
Service configuration management
Change control
Service level management

A

Change control

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3
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.

Output
Product
Service
Outcome

A

Service

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4
Q

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

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

A

Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information

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5
Q

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

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

A

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

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6
Q

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

Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Ensuring that services deliver agreed levels of availability or that change can be assessed
Ensuring that all an organization’s projects are successfully delivered
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

A

Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

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7
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?

Change control
IT asset management
Service configuration management
Service level management

A

Service configuration management

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8
Q

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

A

Service desk

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9
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?

An outcome
Value
A service offering
An output

A

A service offering

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10
Q

Which describes outputs?

Tangible or intangible deliverables
Functionality offered by a product or service
Results for a stakeholder
Configuration of an organization’s resources

A

Tangible or intangible deliverables

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11
Q

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

Consumer
Service provider
Customer
Organization

A

Organization

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12
Q

Which describes the nature of the guiding principles?

A guiding principle is mandatory and must be used when adopting a new service within the organization
A guiding principle is specific and only applies to one initiative within the organization
An organization must implement the guiding principles exactly as defined by the ITIL 4 Foundation manual
A guiding principle is a recommendation used as guidance in all circumstances

A

A guiding principle is a recommendation used as guidance in all circumstances

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13
Q

Which guiding principle is most affected by the customer experience (CX)?

Progress iteratively with feedback
Focus on value
Think and work holistically
Start where you are

A

Focus on value

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14
Q

Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?

Focus on value
Collaborate and promote visibility
Start where you are
Keep it simple and practical

A

Start where you are

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15
Q

Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn’t understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?

Focus on value
Collaborate and promote visibility
Optimize and automate
Progress iteratively with feedback

A

Progress iteratively with feedback

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16
Q

You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?

Focus on value
Collaborate and promote visibility
Start where you are
Keep it simple and practical

A

Collaborate and promote visibility

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17
Q

John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user’s inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of ‘think and work holistically’?

John should optimize his code to ensure it runs efficiently
John should meet with Sally to determine how the digital product fulfillment will occur
John should wait until Sally’s portion is complete before beginning his to ensure they work together properly
John should tell Sally to wait until his portion is done before starting hers to ensure compatibility

A

John should meet with Sally to determine how the digital product fulfillment will occur

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18
Q

Which of these are a key focus of the ‘organization and people’ dimension?

Security and compliance
Activities that transform inputs into outputs
Roles and responsibilities
Contracts and agreements

A

Roles and responsibilities

19
Q

Which ITIL concept describes the service value chain?

Seven guiding principles
Four dimensions of service management
Service value system
Practices

A

Service value system

20
Q

What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?

Continual improvement
Service value chain
Practices
Guiding principles

A

Service value chain

21
Q

Which value chain activity includes portfolio decisions for design and transition?

Engage
Improve
Plan
Deliver and support

A

Plan

22
Q

Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?

Where are we now
What is the vision
Where do we want to be
How do we get there

A

What is the vision

23
Q

When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?

The high-level direction of the initiative has been understood
The detailed steps of how to achieve your objectives
What metrics you will use to measure success
The current processes being used

A

The high-level direction of the initiative has been understood

24
Q

Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?

What is the vision
Where do we want to be
How do we get there
Where are we now

A

Where do we want to be

25
Q

What is a normal change?

A change that doesn’t need risk assessment because the procedure has been pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn’t need risk assessment because it is required to resolve an incident
A change that is routine in nature, is fully documented, and the risks are well understood

A

A change that needs to be assessed, authorized, and scheduled by a change authority

26
Q

Your company’s external router has just malfunctioned and needs to be replaced. The entire organization’s connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?

Standard
Normal
Emergency
Routine

A

Emergency

27
Q

What is a change schedule NOT used for?

Developing features
Planning changes
Avoiding conflicts
Assigning resources

A

Developing features

28
Q

How can you ensure the incidents with the highest business impact are resolved first?

Implement incident classification
Use automation
Utilize self-help tools
Utilize problem management

A

Implement incident classification

29
Q

Which incidents should be logged?

Only an incident that cannot be immediately resolved
Every incident should be logged
Any incident that occurs more than once
Only incidents that are not solved using self-help tools

A

Every incident should be logged

30
Q

What is NOT a phase in problem management?

Problem identification
Problem classification
Problem control
Error control

A

Problem classification

31
Q

If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?

Incident
Solution
Workaround
Known error

A

Workaround

32
Q

How does ‘service request management’ contribute to the ‘improve’ 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
It analyzes data to identify opportunities to provide new service request options
It acquires pre-approved service components to help fulfill service requests

A

It analyzes data to identify opportunities to provide new service request options

33
Q

Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.

Uniquely handled
Standardized
Creatively solved
Ignored

A

Standardized

34
Q

Your smartphone isn’t working properly. You call the toll-free number for your service provider’s support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?

Problem Management
Service desk
Service request management
Incident management

A

Service desk

35
Q

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 business practices across the organization
Service desks should always use a virtual service desk

A

Service desks should have a practical understanding of the business practices across the organization

36
Q

What is a service level agreement used for?

To measure the performance of services from a customer’s point of view
To measure the performance of the service availability
To measure the performance of the service capability
To measure the performance of the service from the service provider’s point of view.

A

To measure the performance of services from a customer’s point of view

37
Q

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

Uses feedback from users about the service and requirements from customers to make the service better
Provides information about the actual service performance and trends
Collects and processes feedback from customers and users
Collects feedback during interactions and communicates service performance objectives to the operations and support teams

A

Provides information about the actual service performance and trends

38
Q

What should be included in every service level agreement?

Detailed metrics to capture availability of the system
Metrics for system response time
Clearly defined service outcomes
Number of emails sent per hour

A

Clearly defined service outcomes

39
Q

Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?

Workflow management and inventory systems
Roles and responsibilities
Contracts and agreements
Security and compliance

A

Workflow management and inventory systems

40
Q

What is the definition of utility?

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

A

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

41
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.

Outcomes
Cost
Outputs
Benefits

A

Outcomes

42
Q

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

A

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

43
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.

Product
Outputs
Asset
Configuration item

A

Configuration item

44
Q

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

A

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

AlexTerres (20 decks)

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