ITIL V4 3

What is the definition of a customer? ​

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

Which of these are a key focus of the 'value streams and processes' dimension?

Activities that transform inputs into outputs

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

Budget

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?

Centralized

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

Change

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.

Change enablement

What should be included in every service level agreement?

Clearly defined service outcomes

Which guiding principle is focused on increasing communication both within the project and outside of it? ​

Collaborate and promote visibility

How does 'service level management' contribute to the 'engage' value chain activity?

Collects and processes feedback from customers and users

Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?

Competitor's metrics

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

How does 'service request management' contribute to the 'engage' value chain activity?

Engage includes regular communication to collect under-specific requirements, set expectations, and to provide status updates.

What is usually included as part of 'incident management'?

Formalized processes for logging incidents

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?

How do we keep the momentum going

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

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?

Incident

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

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?

Keep it simple and practical

What does a centralized service desk require?

Knowledge base

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

Which of the following is NOT a problem identification activity

Logging an incident

Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?

Partners and suppliers

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?

Progress iteratively with feedback

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

What are guiding principles considered?

Recommendations

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

Service Desk

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

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

Service relationships

Which ITIL concept describes continual improvement?

Service value system

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?

Start where you are

During which step of the continual improvement model is change management and release management usually performed?

Take action

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?

Think and work holistically

Which describes the functionality offered by a product or service to meet a particular need?

Utility

What term best describes a service that is 'fit for use'?

Warranty

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?

Where are we now

During which step of the continual improvement model do you create your objective baseline measurement?

Where are we now

What is the definition of a problem?

a cause, or potential cause, of one or more incidents

What is NOT a phase in problem management?

incident logging

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

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.

What is the purpose of the 'service request 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.