ITIL® 4 Foundation
Which is a recommendation of the 'service desk' practice?
A good service desk should have a practical understanding of the wider organization, the business processes, and the users.
Which describes the nature of the guiding principles?
A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.
What is the definition of a 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.
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?
A service offering is a description of one or more services, designed to address the needs of a target consumer group (which may include goods, access to resources, and service actions). In the case of this service offering, Dion Training is providing students with everything they need to study for the certification exam (videos, practice exams, and a study guide), but they are not providing the students with the actual exam voucher to take the exam. The service provider may offer a different package or bundle that provides the voucher as well.
Which step of the continual improvement model states that "each improvement initiative should support the organization's goals and objectives"?
According to the step called 'what is the vision', each improvement initiative should support the organization's goals and objectives.
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?
An emergency change is change that must be implemented as soon as possible to resolve an incident or security issue. (Note: Routine is not a type of change in ITIL 4.)
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?
An organization is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. An organization can be an entire company, a department within a company, or even just a small group of people focused around a singular set of objectives.
What describes outputs?
An output is a tangible or intangible deliverable of an activity. For example, a 'Profit and Loss statement' being produced might be an output of an accounting program.
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?
Based on the scenario given, this best describes the guiding principle of 'start where you are' because the current state is being investigated and observed directly to ensure it is fully understood before attempting to build a new service. The team manager is attempting to leverage the pre-existing processes and procedures before creating new ones from scratch.
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?
Bridgett is in the 'where do we want to be' step of the continual improvement model. This step is focused on defining the goal for the organization based on the vision and putting into terms what can be measured and quantified (such as Critical Success Factors and Key Performance Indicators).
How can you ensure the incidents with the highest business impact are resolved first?
By classifying incidents based on an agreed classification scheme, you can ensure that incidents with the highest business impact are resolved first. The other choices are considered good things to do within your organization, but incident classification directly results in faster resolution for incidents classified as 'high priority'.
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 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 be included in every service level agreement?
Clearly defined service outcomes: They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced 'bundles' of metrics.
What is a change schedule NOT used for?
Developing features: A change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. By publishing the change schedule, everyone in the organization can know when a change is occurring, what people or components will be affected by the change, and when downtime or outages may occur. Change schedules are not used to develop features for a service.
Which incidents should be logged?
Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user.
What is the purpose of the 'incident management' practice?
Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
What is the purpose of the 'information security management' practice?
Information security management is the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
What is the purpose of the 'monitoring and event management' practice?
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 a normal change?
Normal changes are changes which need to be scheduled, assessed, and authorized following a standard process. These changes are not considered routine (like a standard change). They are also not considered urgent and don't need to be implemented as soon as possible to recover from an incident (like an emergency change).
What is NOT a phase in problem management?
Problem Classification: Problem management involves three distinct phases: problem identification, problem control, and error control.
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?
Service Desk: 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 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?
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.
What is a service level agreement used for?
Service level agreements are used to measure the performance of services from a customer's point of view. They may measure availability and capability, but only from the customer's point of view.
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.
Service: An event is any change of state that has significance for the management of a service or other configuration item.
Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
Standardized: Service requests and their fulfillment should be standardized and automated to the greatest degree possible. By using standardization, we can decrease the consumer's wait time for a resolution since every service desk analyst will handle the request the same way. This allows efficiencies of scale to be achieved.
Which of these are a key focus of the 'organization and people' dimension?
The 'organization and people' dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.
How does 'service level management' contribute to the 'plan' value chain activity?
The 'plan' activity in the service level management practice supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends.
Which ITIL concept describes the service value chain?
The components of the service value system are 'guiding principles', 'governance', 'service value chain', 'practices', and 'continual improvement'.
Which guiding principle is most affected by the customer experience (CX)?
The customer experience (CX) is an important element of value. The customer experience must be actively managed. The service provider must know how service consumers use each service and understand the entirety of the interactions that a customer has with an organization and its products to fully understand the customer experience. This is mainly identified and explored through a 'focus on value'.
When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur?
The first step of the continual improvement model is called 'what is the vision'. During this step, it is important to identify the high-level direction of the initiative, but it is not important to define metrics, the current process, or the detailed steps of how to achieve your objective yet. Those all come in the later steps of the model.
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?
The guiding principle of 'collaborate and promote visibility' relies on personnel working across boundaries to produce results that have greater buy-in, more relevance to objectives, and an increased likelihood of success. In the scenario, you formed a team from across the organization's various departments in an effort to collaborate and increase visibility into the new service's design.
Which value chain activity includes portfolio decisions for design and transition?
The outputs of the 'plan' value chain activity include portfolio decisions for design and transition. The 'plan' value chain activity is used to create a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.
Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
The service desk is the practice of capturing demand for incident resolution and service requests.
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?
The service value chain is the central element of the service value system and is an operating model outlining the key activities required to respond to demand and facilitate value realization through the creation and management of products and services.
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?
This is an example of the guiding principle of 'progress iteratively with feedback'. Since the curriculum was created (v1.0), and then changed based on student experience and feedback, the curriculum was updated and revised to the next version (v1.1). At Dion Training, we are always improving our courses based on our students' reviews and feedback to continually improve the courses we teach.
How does 'service request management' contribute to the 'improve' value chain activity?
This is the 'improve' activity. Improve includes the analysis of data to identify opportunities to provide new service request options.
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'?
Under the 'think and work holistically' guiding principle, it is important to understand that no service, practice, process, department, or supplier works independently. Instead, each person needs to think about the service from an end-to-end perspective in order to ensure maximum compatibility and efficiency. Out of the options provided, the best one to choose for supporting the principle of 'think and work holistically' is for John to meet with Sally to determine how she plans to conduct the digital product fulfillment. This will allow him to ensure the portion of the system he is responsible for can work properly with other portions of the service.
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.
Utility is the functionality offered by a product or service to meet a particular need.
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?
Workaround: A workaround is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.
Which of these are NOT a key focus of the 'partners and suppliers' dimension?
Workflow management & inventory systems: The 'partners and suppliers' dimension focuses on the organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. This also incorporates contracts and other agreements between the organization and its partners or suppliers.
