What is the definition of a service? The means by which an organization is directed and controlled A set of specialized organizational capabilities for enabling value to customers 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.
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.
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 enablement Service level Management.
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.
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.
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 organization's projects are successfully delivered.
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 organization's project are successfully delivered Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
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 enablement IT Asset Management Service Configuration Management Service level management.
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.
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.
Which describes outputs? Tangible or intagible deliverables Functionality offered by a product or service Results for a stakeholder Configuration of an organization's resources.
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.
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 exaclty as defined by the ITIL 4 Foundation manual A guiding principle is a recommendation used as guidance in all circumstances.
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.
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.
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.
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.
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.
Which of these are a key focus of the ‘organization and people’ dimension? Security and compliance Activities that transform inputs into outputs Roles and responsabilities Contracts and agreements.
Which of these are NOT a key focus of the ‘partners and suppliers’ dimension? Workflow management and inventory systems Roles and responsabilities Contract and agreements Security and compliance.
Which ITIL concept describes the service value chain? Seven guiding principles Four dimensions of service management Service value systems Practices.
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.
Which value chain activity includes portfolio decisions for design and transition? Engage Improve Plan Deliver and support.
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 you want to be How do we get there.
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.
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.
What is a normal change? A change that doesn't 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 risk assessment because it is required to resolve and incident A change that is routine in nature, is fully documented, and the risks are well understood.
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.
What is a change schedule NOT used for? Developing features Planning changes Avoding conflicts Assigning resources.
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.
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 thar are not solved using self-help tools.
What is NOT a phase in problem management? Problem identification Problem classification Problem control Error control.
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.
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.
Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
Uniquely handled Standardized Creatively solved Ignored.
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 requests management Incident management.
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.
What is a service level agreement used for? To measure the performance of service from 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.
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 perfomance objectives to the operations and support teams.
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.
What is the definition of utility? The assurance that a product or service will meet agreed requirements A possibile 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 intagible deliverable that is produced by carrying out an activity.
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.
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.
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.
What is the purpose of the 'relationship management' practice? Establishing and nurting 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.
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.
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.
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.
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.
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.
What term best describes the perceived benefits, usefulness, and importance of something? Utility Warranty Outcome Value.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Which ITIL concept describes practices? Seven guiding principles Service value system Service value chain Four dimensions of service management.
Which of the following is NOT an activity within the service value chain? Plan Engage Delivery and Support Practice.
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.
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.
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.
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".
Who is responsible for approving a change within the organization? CEO IT Director Service desk analyst 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.
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 esure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA) It can be provide automated matching of incidents to problems or known errors The system can provide specialized knowledge for solving complicated incidents.
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.
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.
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.
How does 'service request management' contribute to the 'deliver and support' value chain activity? It ensures that users continue to be productive whenn 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.
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.
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.
What activity is the main channel for communication and collaboration with users? Service level management Service desk Incident management Service request management.
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.
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 team.
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.
What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity? Ensuring users to be productibe 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.
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 responsability 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.
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.
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.
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.
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.
What is the purpose of the 'service request management' practice? Establish 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 agains these services 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.
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 enablement.
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 enablement Service level management.
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.
Which describes the functionality offered by a product or service to meet a particular need?
Utility Warranty Value Outcome.
What term best describes a service that is 'fit for use'? Utility Value Warranty Outcome.
What are guiding principles considered? Mandatory actions Prescriptive requirements Recommendations Governance.
You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario? Optimizie and automate Keep it simple and practical Collaborate and promote visibility Start where you are.
A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?
Optimize and automate Start where you are Progress iteratively with feedback Keep it simple and practical.
Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management? Improve Plan Deliver and support Obtain/build.
Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing? What is the vision Where do you we want to be How do we get there Where are we now.
During which step of the continual improvement model is change management and release management usually performed? Where do we want to be Take action Where are we now What is the vision.
Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in? Did we get there Where are we now How do we get there Take action.
During which step of the continual improvement model do you create your objective baseline measurement? What is the vision Where are we now How do we get there Where do we want to be.
Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with? Where are we now What is the vision How do we keep the momentum going How do we get there.
What is usually included as part of 'incident management'? Detailed procedures for the diagnosis of incident Formalized processes for logging incidents Observation of all services and service components to identify any change in state Authority to implement changes to a system.
Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario? Event Problem Incident Request.
Which of the following is NOT a problem identification activity? Detecting duplicate and recurring issues Logging an incident Performing trend analysis of incident records Analysis of multiple incidents that may be linked together.
What is NOT a phase in problem management? Problem identification Error control Problem control Incident logging.
How does 'service request management' contribute to the 'engage' 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.
What is an example of an action a service request management employee would undertake as part of the 'improve' activity? Communicate with consumers to understand their requirements Initiate and fulfill standard changes Provide trend, quality, and feedback information about requests Fulfill the consumer's service requests through acquisition of service components.
What does a centralized service desk require? Knowledge base Walk-in service hours 24x7 support Outsourced employees.
If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be? Virtual Centralized Follow-the-sun Local.
What should be included in every service level agreement? Clearly defined service outcomes Latency requirements Metric for amount of downtime on the backup server Metric for percentage of disk space available on the file server.
Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements? Customer feedback Competitor's metrics Operational metrics Business metrics.
Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don't have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended? Incident Workaround Problem Known error.
How does 'service level management' contribute to the 'engage' value chain activity? 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 Collects and processes feedback from customers and users Provides information about the actual service performance and trends.
Which guiding principle is focused on increasing communication both within the project and outside of it? Keep it simple and practical Collaborate and promote visibility Progress iterativerly with feedback Optimize and automate.
Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way? Focus on value Keep it simple and practical Think and work holistically Optimize and automate.
You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'measures of effectiveness'. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario? Optimize and automate Progress iteratively with feedback Keep it simple and practical Collaborate and promote visibility.
Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services? Organizations and people Information and technology Partners and suppliers Value streams and processes.
Which of these are a key focus of the ‘value streams and processes’ dimension? Workflow management and inventory systems Activities that transform inputs into outputs Roles and responsabilities Contracts and agreements.
Which ITIL concept describes continual improvement? Service value system Four dimensions of service management Service value chain Practices.
Which of the following is NOT an activity within the service value chain? Service relationships Improve Design and Transition Obtain/Build.
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.
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.
What refers to the process of improving and increasing the efficiency of a process or service? Automation Optimization Value Warranty.
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.
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 Partner and suppliers.
Which ITIL concept describes guiding principles? Service value system Four dimensions of service management Service value chain Practices.
Which of the following is NOT an activity within the service value chain? Plan Obtain/Build Continual improvement Engage.
What is the definition of a user? A person who uses services A person who defines the requirements for a service and takes responsability 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.
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.
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 and IT service.
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.
What is the purpose of the 'change enablement' practice? Supporting the agreed quality of a service by handling all pre-defined, user-iniated 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 Align 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.
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.
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.
What is defined as the practice of planning and managing the full lifecycle of all IT assets? Change enablement IT Asset management Release management Deployment management.
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.
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.
Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service provider. 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.
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.
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.
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.
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.
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.
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.
What is the step after 'where do we want to be' in the continual improvement model? What is the vision How do we get there Did we get there Where do we want to be.
What is a normal change? A change that doesn't need risk assessment because the procedure has been pre-authorized A change that is routine in nature, is fully documented, and the risks are well understood A change that doesn't need risk assessment because it is required to resolve an incident A change that is scheduled, assessed, and authorized using a standard process.
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