Set 4

Question 1

Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?

Options are :

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

Answer 1

Service Level Agreement

Question 2

What is the definition of a user?

Options are :

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 authorizes budget for service consumption
A person who works for an organization other than the service provider

Answer 2

A person who uses services

Question 3

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.

Requirements
Functions
Capabilities
Products

Answer 3

Capabilities

Question 4

What is the definition of a configuration item?

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 valuable component that can contribute to the delivery of an IT product or service
A particular set of settings or options on a given piece of equipment
Any component that needs to be managed in order to deliver an IT service

Answer 4

Any component that needs to be managed in order to deliver an IT service

Question 5

Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service.

Planned
Unplanned
Scheduled
Expected

Answer 5

Unplanned

Question 6

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 6

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 7

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

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

Answer 7

Moving new or changed hardware, software, documentation, processes, or any other service component to live environments

Question 8

What is the purpose of the ‘service level 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
Ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
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

Answer 8

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

Question 9

What is defined as the practice of planning and managing the full lifecycle of all IT assets?

Change control
IT asset management
Release management
Deployment management

Answer 9

IT asset management

Question 10

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

Answer 10

Incident

Question 11

Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?

Service consumption
Service provision
Service offering
Warranty of a service

Answer 11

Service provision

Question 12

Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service consumer. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider’s servers instead.

Value
Outputs
Outcomes
Costs

Answer 12

Costs

Question 13

Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the ‘Profit and Loss (P&L)’ metrics for the month. What term best describes the P&L report that is produced each month?

Output
Value
Cost
Outcome

Answer 13

Output

Question 14

Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes ‘focus on value’ in this context?

Mandatory actions
Guiding principle
Governance
Value

Answer 14

Guiding principle

Question 15

Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?

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

Answer 15

Focus on value

Question 16

Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?

Start where you are
Focus on value
Optimize and automate
Progress iteratively with feedback

Answer 16

Start where you are

Question 17

A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario?

Progress iteratively with feedback
Optimize and automate
Start where you are
Focus on value

Answer 17

Progress iteratively with feedback

Question 18

Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?

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

Answer 18

Collaborate and promote visibility

Question 19

What refers to the process of improving and increasing the efficiency of a process or service?

Automation
Optimization
Value
Warranty

Answer 19

Optimization

Question 20

Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change?

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

Answer 20

Organizations and people

Question 21

Dion Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of service management best represents this series of actions that is occurring through automation?

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

Answer 21

Value streams and processes

Question 22

Which ITIL concept describes guiding principles?

Service value system
Four dimensions of service management
Service value chain
Practices

Answer 22

Service value system

Question 23

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

Plan
Obtain/Build
Continual improvement
Engage

Answer 23

Continual improvement

Question 24

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

Deliver and support
Obtain/build
Design and transition
Plan

Answer 24

Design and transition

Question 25

During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?

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

Answer 25

Did we get there

Question 26

What is the definition of service management?

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

Answer 26

A set of specialized organizational capabilities for enabling value to customers

Question 27

Identify the missing word(s) in the following sentence. A user is a person who uses [?].

Products
Services
Functionality
Outputs

Answer 27

Services

Question 28

What is the definition of a change?

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

Answer 28

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Question 29

What is defined as a cause, or potential cause, of one or more incidents?

Changes
Known errors
Problem
Events

Answer 29

Problem

Question 30

What is the purpose of the ‘IT asset management’ practice?

Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way
Planning and managing the full lifecycle of all IT assets
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

Answer 30

Planning and managing the full lifecycle of all IT assets

Question 31

What is the purpose of the ‘continual improvement’ practice?

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
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
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

Answer 31

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

Question 32

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

Answer 32

Information security management

Question 33

What is defined as the practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?

Supplier management
Service level management
Capacity and performance management
Monitoring and event management

Answer 33

Supplier management

Question 34

Identify the missing word in the following sentence. [?] 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.

Availability
Event
Incident
Problem

Answer 34

Problem

Question 35

Dion Training has outsourced the development of a mobile application to support their students’ learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?

Service offering
Service relationship management
Service provision
Service consumption

Answer 35

Service consumption

Question 36

What term best describes a service that is ‘fit for purpose’?

Warranty
Output
Utility
Outcomes

Answer 36

Utility

Question 37

Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.

Utility
Warranty
Value
Outcome

Answer 37

Outcome

Question 38

Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management.

Mandatory actions
Prescriptive requirements
Governance
Recommendations

Answer 38

Recommendations

Question 39

Fill in the blank. According to the guiding principles, “Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.

Value
Outcomes
Outputs
Utility

Answer 39

Value

Question 40

Which guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process?

Optimize and automate
Progress iteratively with feedback
Start where you are
Focus on value

Answer 40

Start where you are

Question 41

Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?

Keep it simple and practical
Think and work holistically
Optimize and automate
Collaborate and promote visibility

Answer 41

Think and work holistically

Question 42

Which guiding principle is focused on using the minimum number of steps to accomplish an objective?

Keep it simple and practical
Progress iteratively with feedback
Optimize and automate
Collaborate and promote visibility

Answer 42

Keep it simple and practical

Question 43

Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of ‘optimize and automate’, how should you approach the automation of this existing process?

Identify all of the steps in the process and create an automated workflow that will route the form electronically to the authorized signatories
Identify all of the steps in the process and eliminate any unnecessary steps in the process
Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process
Create a new process first and then automate it

Answer 43

Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process

Question 44

Which dimension of service management should be considered when deciding whether or not moving the organization’s web server from an on-premise solution to the cloud is a good decision in terms of compliance and security?

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

Answer 44

Information and technology

Question 45

Dion Training Solutions is an Authorized Training Organization for Axelos. Which service management dimension would be focused on the relationship between Dion Training Solutions and Axelos in regards to the company’s delivery of ITIL 4 Foundation training to students?

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

Answer 45

Partners and suppliers