ITIL v4

Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?

'Progress iteratively with feedback' recommends comprehending "the whole, but do something: Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything. This can lead to what has sometimes beencalled 'analysis paralysis', in which so much time is spent analyzing the situation that nothing ever gets done about it."

Service Value Chain SVC

* Plan- ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization. • Improve- ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. • Engage- provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders. • Design & Transition- ensures products and services continually meet stakeholder expectations for quality, costs, & time to market. • Obtain/Build- ensures service components are available when and where they are needed, and that they meet agreed specifications. • Deliver & Support- ensures services are delivered and supported according to agreed specifications and stakeholder' expectations.

Which two needs should 'change enablement' balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users

3 and 4 Change enablement must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes.

Identify the missing word(s) in the following sentence. A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption.

A customer is the role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Service

A service is 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.

Known Error

According to ITIL (Service Operation), a Known Error is "a problem that has a documented root cause and a workaround." Documented means recorded. Records are common in ITIL. Just like, e.g., incident records, a Known Error exists in the form of a record and it is stored in the Known Error Database (KEDB).

Focus on Value

All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.

What is the definition of a configuration item?

Any component that needs to be managed in order to deliver an IT service A configuration item is any component that needs to be managed in order to deliver an IT service.

Optimize and Automate

Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable. Consider the four dimensions when designing, managing, or operating an organization and its processes. Human intervention should only happen where it contributes value to the process

What is the purpose of the 'change enablement' practice?

Change enablement 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.

What should NOT be included in incident management?

Detailed procedures on how to diagnose, investigate, and resolve incidents Incident management should not have detailed procedures on how to diagnose, investigate, and resolve incidents. Instead, procedures should focus on the initial triage of the incident and resolution of simple incidents. Complex or complicated incidents require a knowledgeable professional with expertise to diagnose and resolve.

What is the first step of the guiding principle 'focus on value'?

Determine who the service consumer is in each situation The first step in focusing on value is knowing who is being served. In each situation, the service provider must, therefore, determine who the service consumer is.

Progress Iteratively With Feedback

Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort. Using feedback before, throughout, and after each iteration will ensure that actions are focused and appropriate, even if circumstances change.

Start Where You Are

Do not start from scratch and build something new without considering what is already available to be leveraged; the current state should be investigated and observed directly to ensure it is understood.

Access

Does not have the ownership transferred to a consumer

Which statement about the value chain activities is CORRECT?

Each value chain activity contributes to the value chain by transforming specific inputs into outputs Each activity contributes to the value chain by transforming specific inputs into outputs. Each activity may draw upon resources, processes, skills, and competencies from one or more practices.

Partners and Suppliers

Encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Focus on value This is mostly focused on the creation of value for service consumers. This value may come in various forms, such as revenue, customer loyalty, lower cost, or growth opportunities.

Guiding Principles

Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility Think and work holistically Keep it simple and practical Optimize and automate

Keep it simple and practical

If a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome-based thinking to produce practical solutions that deliver results.

Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?

Incident management Incident management seeks to minimize the negative impact of an incident by restoring normal service operation as quickly as possible. Incidents are an unplanned interruption to a service or reduction in the quality of a service.

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 management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

What is the service value chain?

It is six activities that create and manage products and services

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?

Keep it simple and practical When analyzing a practice, process, service, metric, or other improvement targets, always ask whether it contributes to value creation. If value is not being created, then eliminate the unnecessary steps to simplify the process.

What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?

Monitoring and event management Monitoring and event management is the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.

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 Deployment management is the practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.

Think and Work Holistically

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts. All the organization's activities should be focused on the delivery of value.

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 in to the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?

Obtain/build The 'obtain/build' value chain activity ensures that service components are available when and where they are needed and meet agreed specifications. Configuration of the devices based upon the designs provided would best be classified as an action that occurs during the 'obtain/build' value chain activity.

Which dimension of service management considers governance, management, and communication?

Organizations and people It is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

Identify the missing word in the following sentence: A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption.

Outcomes Customer: The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

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

Problem A problem is a cause, or potential cause, of one or more incidents.

Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?

Progress iteratively with feedback 'Progress iteratively with feedback' recommends comprehending "the whole, but do something: Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything. This can lead to what has sometimes beencalled 'analysis paralysis', in which so much time is spent analyzing the situation that nothing ever gets done about it."

What is an example of an action a service request management employee would undertake as part of the 'improve' activity?

Provide trend, quality, and feedback information about requests This is the 'improve' activity. Improve includes the analysis of data to identify opportunities to provide new service request options. It also contributes to improvement by providing trend, quality, and feedback information about fulfillment of requests.

How should an organization adopt 'continual improvement' methods?

Select a few key methods to suit the types of improvement that the organization handles There are many methods that can be used for improvement initiatives and too many should not be used. It is a good idea to select a few key methods that are appropriate to the types of improvements the organization typically handles and to cultivate those methods.

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 andstream 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 refers to the activities performed by an organization to consume services, which includes the management of the consumer's resources needed to use the service, service use actions performed by users, and may include the receiving (acquiring) of goods.

Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.

Service desk he service desk is the practice of capturing demand for incident resolution and service requests.

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Service relationship management Service relationship management is joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

What does the 'service request management' practice depend on for maximum efficiency?

Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice.

What does the 'service request management' practice depend on for maximum efficiency?

Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. Processes and Procedures

Identify the missing word(s) in the following sentence. A user is the role that uses [?].

Services A user is the role that uses services.

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

The 'design and transition' value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market.

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

The guiding principle 'think and work holistically' recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service. This is because services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management and, therefore, requires you to think about a service from end-to-end by understanding how an organization can work together in an integrated way to achieve the desired objectives.

What is the purpose of the Incident Management process?

The purpose of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed levels of service quality are maintained.

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

The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

What is the definition of a user?

The role that uses services

What is the service desk?

The service desk is the practice designed to capture demand for incident resolution and service requests. • The entry point/single point of contact for the service provider with all of its users.

value stream

These are the value-adding and non-value-adding activities required to design, order, and provide a product from concept to launch, order to delivery, and raw materials to customers.

What should be included in every service level agreement?

They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced 'bundles' of metrics.

What is the reason for using a balanced bundle of service metrics?

They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics.

What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity?

This is the 'design and transition' activity. Standard changes to services can be initiated and fulfilled as service requests.

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

To provide a representation of the actual customer's experience Service level management identifies metrics and measures that are a truthful reflection of the customer's actual experience and level of satisfaction with the whole service. These vary from organization to organization, but the intent is to pick measures and metrics that simulate and capture the true customer experience.

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 The 'improve' activity in the service level management practice uses feedback from users about the service and requirements from customers to make recommendations to improve the service.

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 According to the guiding principle of 'focus on value', "Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.

Collaborate and Promote Visibility

When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance and increased likelihood of long-term success.

Actions

are performed by the provider to address a consumer need

Four Dimensions

are the four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

Service relationship management

are the joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Value Streams and Processes

defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

Plan

ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

Improve

ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Design & Transition

ensures products and services continually meet stakeholder expectations for quality, costs, & time to market.

Obtain/Build

ensures service components are available when and where they are needed, and that they meet agreed specifications.

Deliver & Support

ensures services are delivered and supported according to agreed specifications and stakeholder' expectations.

Organizations and People

ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

Goods

have the ownership transferred to a consumer

Information and Technology

includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.

Service Level Agreement (SLA)

is a documented agreement between a service provider and a customer that identifies services required and the expected level of service

service offering

is a formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.

Service Value System (SVS)

is a model representing how all the components and activities of an organization work together to facilitate value creation

Organization

is a person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.

Risk

is a possible event that could cause harm or loss, or make it more difficult to achieve objectives (uncertainty of outcome).

Guiding Principle

is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

Outcome

is a result for a stakeholder enabled by one or more outputs

Value Stream JD Cram

is a series of steps an organization undertakes to create and deliver products and services to service consumers.

practice

is a set of organizational resources designed for performing work or accomplishing an objective

Service management

is a set of specialized organizational capabilities for enabling value for customers in the form of services.

Output

is a tangible or intangible deliverable of an activity.

Configuration Item (CI)

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

Product

is configuration of resources, created by the organization, that will be potentially valuable for their customers.

Service consumption

is the activities performed by an organization to consume services. It includes the management of the consumer's resources needed to use the service, service actions perform by users, and the receiving (acquiring) or goods (if required).

service provision

is the activities performed by an organization to provide services, including management of the provider's resources, configured to deliver the service; ensuring access to these resources for users; fulfillment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods. • Service consumption

Cost

is the amount of money spent on a specific activity or resource.

Warranty

is the assurance that a product or service will meet agreed requirements. • How a service performs (fit for use)

Utility

is the functionality offered by a product or service to meet a particular need. • What a service does (fit for purpose)

Service Value Chain (SVC)

is the innermost cube containing 6 main activities in the Service Value System.

Value

is the perceived benefits, usefulness, and importance of something.

Service configuration management

is 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.

Supplier management

is 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.

Relationship management

is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Release management

is the practice of making new and changed services and features available for use.

Service level 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.

Service request management

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

Sponsor

is the role that authorizes the budget for service consumption. The term is also used to describe an organization or individual that provides financial or other support for an initiative.

Customer

is the role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

User

is the role that uses services.

Engage

provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

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

standard changes to services can be initiated and fulfilled as service requests.

The Four Dimensions...

• Organizations and People ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model. • Information and Technology includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system. • Partners and Suppliers encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. • Value Streams and Processes defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.