Set 2 Flashcards by Alexsander Terres

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

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

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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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.

Availability
Event
Incident
Problem

Incident

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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?

Service level management
Service request management
Continual improvement
Capacity and performance management

Continual improvement

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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.

Capacity
Availability
Request
Level

Level

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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?

Service offering
Service relationship management
Service provision
Service consumption

Service relationship management

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

Utility
Warranty
Outcome
Value

Value

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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?

Outputs
Risks
Costs
Utility

Risks

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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.

Guiding principles
Service value chain
Focus on value
Governance

Guiding principles

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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?

Focus on value
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically

Focus on value

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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?

Focus on value
Start where you are
Keep it simple and practical
Optimize and automate

Start where you are

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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?

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

Collaborate and promote visibility

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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

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

Automation
Optimization
Value
Utility

Automation

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

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

Organizations and people

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

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

Information and technology

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Which ITIL concept describes practices?

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

Service value system

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

Plan
Engage
Delivery and Support
Practice

Practice

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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?

Design and transition
Engage
Obtain/build
Deliver and support

Obtain/build

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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?

Where do we want to be
How do we get there
Where are we now
Take action

How do we get there

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

What is an emergency 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 must be implemented as soon as possible because it is required to resolve an incident or security issue
A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

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

Who is responsible for approving a change within the organization?

CEO
IT Director
Service desk analyst
Change authority

Change authority

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

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?

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

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

What is usually included as part of 'incident management'? Scripts for collecting initial information about incidents Detailed procedures for the diagnosis of incidents Authority to implement changes to a system Observation of all services and service components to identify any change in state

Scripts for collecting initial information about incidents

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? Incident Workaround Problem Event

Problem

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

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

What is an example of an action a service request management employee would undertake as part of the 'obtain/build' activity? Analyzing data to identify opportunities to provide new service request options Ensuring users continue to be productive when they need assistance from the service provider Acquiring pre-approved service components to help fulfill service requests Initiating standard changes to fulfill service requests

Acquiring pre-approved service components to help fulfill service requests

What is true about the service desk? Service desks should always be a physical team in a single fixed location Service desks should be designed based on your organization, its business processes, and the user requirements Service desks should always use a virtual service desk to save money Service desks should always be local to the organization they support

Service desks should be designed based on your organization, its business processes, and the user requirements

What activity is the main channel for communication and collaboration with users? Service level management Service desk Incident management Service request management

Service desk

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? Your supervisor's data is based on operational metrics Your supervisor's data is based on business metrics Your supervisor's data is based on availability metrics Your supervisor's data is not based on business outcomes

Your supervisor's data is not based on business outcomes

How does 'service level management' contribute to the 'improve' value chain activity? Uses feedback from users about the service and requirements from customers to make the service better Provides feedback from interactions with customers into new or changed services Provides information about the actual service performance and trends Collects feedback during interactions and communicates service performance objectives to the operations and support teams

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

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? Plan Improve Engage Obtain/build

Engage

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

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

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

Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?} for service consumption. Outcomes Requirements Outputs Budget

Budget

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

What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services? Change Event Incident Problem

Change

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

What is the purpose of the 'service configuration 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 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 accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed 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

Ensuring that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed

What is the purpose of the 'service request management' practice? Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels 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 Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information? Information security management Availability management Service continuity management Change control

Information security management

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

Change control

Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training's website. Dion Training is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a student may or may not watch a particular video. What best describes these activities? Service consumption Service provision Service offering Warranty of a service

Service consumption