ITIL 4 Foundation
Which statement about a change authority is CORRECT?
A change authority should b assigned for each type of change and change model
Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?
Think and Work Holistically
What is the definition of a sponsor?
A person who authorizes budget for service consumption
Which guiding principle requires coordination across the organization in order to best understand how a complicated service works?
Think and work holistically
What is the definition of a change?
To add, modify or remove anything that could have a direct or indirect effect on services
What is the definition of a configuration item?
Any component that needs to be managed in order to deliver an IT service
_____set clear business-based targets for service levels and to ensure that delivery of services is properly assessed, monitored and managed against these targets. Provide end to end visibility of services.
Service level management
Service management is a set of specialized organizational ___ for enabling value for customers in the form of services
Capabilities
What is a normal change?
Changes which need to be scheduled, assessed and authorized following a standard process
What should be included in every service level agreement?
Clearly defined service outcomes
___ relies on personnel working across boundaries to produce results that have greater buy-in, more relevance to objectives, and an increased likelihood of success.
Collaborate and Promote Visibility
Which guiding principle requires identification and managing of all stakeholder groups in order to establish more robust communication across the staff?
Collaborate and promote visibility
What refers to the process of improving and increasing the efficiency of a process/service?
Optimization
Identifying all steps in the process, eliminating any unnecessary steps and the automating the remaining steps is which guiding principle?
Optimize and Automate
Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?
Optimize and Automate
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
An ___ is a result for a stakeholder enabled by one or more outputs
Outcome
What is a normal change?
A change that is assessed, authorized, and scheduled as part of continual improvement
What is a standard change?
A change that is routine in nature, fully documented, and the risks are well understood.
What is an emergency change?
A change that must be implemented as soon as possible to resolve an incident or security issue.
What is the definition of service management?
A set of specialized organizational capabilities for enabling value for customers in the form of services.
What is a workaround?
A solution that reduced or eliminates the impact of an incident or problem for which a full resolution is not yet available.
What is an output
A tangible or intangible deliverable of an activity.
Warranty is the assurance that a product or service will meet [?] requirements.
Agreed
What is the purpose of the continual improvement practice?
Aligning an organizations practices and services with changing needs throughout ongoing identification and improvement
Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.
Automated
How does service request management contribute to "Design and transition"?
By initiating standard changes to fulfill service requests.
How does 'service request management' contribute to 'design and transition' activity?
By initiating standard changing to fulfill service requests
How does 'service level management' contribute to the 'deliver and support' value chain activity?
Collects feedback during interactions and communicates service performance objectives to the operations and support teams.
What is an example of an action a service request management employee would undertake as part of the 'engage' activity?
Communicate with consumes to understand their requirements
What is NOT an activity within the service value chain?
Continual improvement
____ May simultaneously be removed from a service consumer and imposed on a service provider
Costs
Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer's request for assistance?
Deliver and Support
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 NOT included in incident management
Detailed procedures on how to diagnose, investigate and resolve incidents
During which step of continual improvement would you check to verify whether or not you have reached the desired outcome in your improvement intiative?
Did we get there
What is the purpose of change enablement practice?
Ensuring risks are properly assessed, authorizing changes to proceed and managing a change schedule to maximize the number of successful IT changes.
What is the purpose of the 'change enablement' practice?
Ensuring that risks are properly assessed, authorized changes to proceed and managing a change schedule in order to maximized the number of successful IT changes.
What is the main benefit of following the guiding principle of 'progress iteratively with feedback'?
Faster response to customers and business needs
Which guiding principle may best be served by understanding cost and financial consequences that a service consumer might face when choosing a service?
Focus on value
Which service desk model relies upon multiple desks located in geographically dispersed regions?
Follow the sun
What does a centralized service desk require?
Good workflow systems from routing and escalation
The team is designing the service has decided to focus on value during design efforts. What best describes 'focus on value'?
Guiding principles
Which of the following is NOT an activity within the service value chain?
Guiding principles
What is defined as the practice of planning and managing the full lifecycle of all IT assets?
IT asset management
Which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?
Improve
___Management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Incident
Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?
Incident Management
Which practice would include a formalized process for logging unplanned reduction in the quality of a service?
Incident Management
What is NOT a phase of problem management?
Incident analysis
Which practice would include a formalized process for logging unplanned interruptions to a service?
Incident management
Which dimension of service management should be considered when deciding whether or not moving the organizations web server from an on premise solution to cloud is a good decision in terms of compliance and security?
Information and Technology
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
How does 'service request management' contribute to the obtain/build activity?
It acquires pre-approved service components to help fulfill service requests
How does 'service request management' contribute to the 'deliver and support' value chain activity?
It ensures that users continue to be productive when they need assistance from the service provider
Which guiding principle is focusing on using the minimum number of steps to accomplish an objective?
Keep it Simple and Practical
What has been analyzed but has not been resolved>
Known Error
What is the purpose of the 'release management' practice?
Making new and changes service features available for use.
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
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
Which value chain activity ensure that service components are available when and where they are needed and meet agreed specification?
Obtain/ Build
____will manage the solution to the problem once it has been identified by problem management
Obtain/Build
Which dimension focuses on the organization's relationships with other organizations that are involved in design, development, deployment, delivery and support of services?
Partners and Suppliers
What is the purpose of the IT asset management practice?
Planning and managing the full life cyst of all IT assets
A known error is a(n) [?] that has been analyzed but has not been resolved.
Problem
What is a cause, or potential cause of one of more incidents?
Problem
What is defined as a cause or potential cause of one or more incidents?
Problem
___Managment is the practice of reducing likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors
Problem Management
By organizing work into smaller, manageable sections that can be execute and completed in a timely manner, the focus on each small effort will be sharper and easier to maintain
Progress Iteratively with feedback
What is an example of an action a service request management employee would undertake, as part of the improvement activity?
Provide trend, quality, and feedback information about requests
How does 'service level management' contribute to the 'design and transition' activity?
Providers feedback from interactions with customers into new or changed services
How does 'service level management' contribute to the obtain and build value chain activity?
Provides objectives for component and service performance for products and services
A guiding principle is defined as
Recommendations that can guide an organization in all circumstances and will guide organizations when adopting service management.
Definition of 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.
What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?
Relationship management
What does a centralized service desk require?
Remote access tools
How should an organization adopt continual improvement methods?
Select a few key methods to suit the types of improvement that the organization handles
Ensure that accurate and reliable information about the configuration of services and the CIS that support them, is available when and where it is needed. This includes information on how Cis are configured and the relationships between them.
Service Configuration Management
______capture demand for incident resolution and service requests. Should be the ENTRY POINT of contact for the service provider with all of its users. Have a practical understanding of wider business context, processes and the users.
Service Desk
What refers to the activities performed by an organization to provide services, which include management of resources configured to deliver the service, access to these resources for users, fulfillment of the agreed service actions, service performance management, and continual improvement.
Service Provision
Support the agreed quality of a service by handling all pre-defined, user initiated service requests in an effective and user friendly manner.
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.
Service Request Management
What is a recommendation of the service desk practice?
Service desks should have a practical understanding of the users and their needs.
One of more metrics that defined expected or achieved service quality.
Service level
Which type of document should be written in easy to understand language, and outline the expectations and requirements for both the service provider and customer?
Service level agreement
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.
Service value chain
Which statement about the value chain activities is CORRECT?
Service value chain activities receive and provide triggers for further actions to be taken.
Which ITIL concept describes guiding principles?
Service value system
A user is a person who uses _____________.
Services
What is the purpose of the 'service level management' practices?
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 a recommendation of the service desk practice?
Should have a practical understanding of the wider business
Which guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service process?
Start where you are
Which guiding principle states that there is likely something in the current services, processes, programs, projects or organization that can be used to create desired outcome for a new service?
Start where you are
What is defined as the practice of ensuring that an organizations suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?
Supplier management
Which step of the continual improvement model is focused on performing the actual work involved?
Take action
How should measures and metrics be used to measure your service level management levels?
To provide a representation of the actual customer's experience
What is not included in incident management?
Use of specialized knowledge for complicated incidents
What term best describes a services that is "fit for purpose"
Utility
According to guiding principles, everything that the organization does needs to map, directly or indirectly, to ____ for the stakeholders
Value
What is the end result of the service value chain?
Value
Which dimension focuses on what activities the organization undertakes, and how they are organized?
Value streams and processes
Which service desk allows agents to work from multiple locations which are geographically dispersed. "Work from home"
Virtual
Which describes the assurance that a product or service will meet agreed requirements?
Warranty
What is the step after 'how do we keep the momentum going' in the continual improvement model?
What is the vision
Which step of continual improvement is focused on defining the goal for the organization based on the vision and putting into terms what can be measured and qualified?
Where do we want to be
