ITIL® 4 Foundation (Practice Exam #4)

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?

Organizations and people

What is a normal change?

A change that is assessed, authorized, and scheduled as part of 'continual improvement'.

What is the definition of a user?

A person who uses services.

What is the definition of a configuration item?

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

How does 'service request management' contribute to 'design and transition' activity?

By initiating standard changes to fulfill service requests.

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.

Capabilities

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

Collaborate and promote visibility

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.

Costs

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

Design and transition

What is usually NOT included as part of 'incident management'?

Detailed procedure for the diagnosis of incidents.

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?

Did we get there

What is the purpose of the 'change enablement' 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.

During incident management, what is it called when the incident is passed on to the next higher level of technician?

Escalation

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?

Focus on value

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?

Guiding principle

What is the step after 'where do we want to be' in the continual improvement model?

How do we get there

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

IT asset management

In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

Improve

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.

Incident

Which practice would include a formalized process for logging unplanned interruptions to a service?

Incident management

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

How does 'service level management' contribute to the 'design and transition' value chain activity?

Provides feedback from interactions with customers into new or changed services.

Which is a recommendation of the 'service desk' practice?

Service desks should have a practical understanding of the users and their needs.

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?

Service level agreement

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 provision

How should measures and metrics be used to measure your service level management levels?

To provide a representation of the actual customer's experience.

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.

Unplanned

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?

Value streams and processes

Which of the following is an activity within the service value chain?

Plan, Obtain/Build, Engage, Improve, Design and transition, Deliver and support

How does 'service request management' contribute to the 'obtain/build' value chain activity?

It acquires pre-approved service components to help fulfill service requests.

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?

Known error

What is the purpose of the 'deployment management' practice?

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

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

Optimization

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

What is a phase in problem management?

Problem identification, Problem control, Error control

Which ITIL concept describes guiding principles?

Service value system

What is the purpose of the 'service level management' practice?

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.

You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?

Standard

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

Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What service desk structure does this describe?

Virtual