ITIL 4 Missed questions
How does 'service request management' contribute to the 'engage' value chain activity?
It collects user-specific requirements, sets expectations, and provides status updates
Which statement about a change authority is CORRECT? 1. A single change authority should be assigned to authorize all types of change and change models 2. Normal changes are pre-authorized and do not need a change authority 3. A change authority should be assigned for each type of change and change model 4. Emergency changes can be implemented without authorization from a change authority
A change authority should be assigned for each type of change and change model
What is a normal change?
A change that is assessed, authorized, and scheduled as part of 'continual improvement'
What is a normal change?
A change that needs to be assessed, authorized, and scheduled by a change authority
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?
A new account being created is likely something a service desk analyst does multiple times per day.
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.
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
What is an example of an action a service request management employee would undertake as part of the 'obtain/build' activity?
Acquiring pre-approved service components to help fulfill service requests
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?
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 fix the service. Before attempting to improve an existing service, you must first analyze the current state and then 'start where you are'. This prevents an organization from restarting from a 'blank slate' each time and instead helps determine what existing services, processes, and components may be reused to create more value.
How does 'service request management' contribute to 'design and transition' activity? 1. By colleting user-specific request requirements 2. By acquiring pre-approved service components 3. It analyzes data to identify opportunities to provide new service request options 4. By initiating standard changes to fulfill service requests
By initiating standard changes to fulfill service requests
Service management is a set of specialized organizational ___________ for enabling value for customers in the form of services.
Capabilities
How does 'service level management' contribute to the 'engage' value chain activity? 1. Collects feedback during interactions and communicates service performance objectives to the operations and support teams 2. Provides feedback from interactions with customers into new or changed services 3. Collects and processes feedback from customers and users 4. Provides information about the actual service performance and trends
Collects and processes feedback from customers and users
How does 'service level management' contribute to the 'deliver and support' value chain activity? 1. Provides objectives for component and service performance for products and services 2. Collects feedback during interactions and communicates service performance objectives to the operations and support teams 3. Provides information about the actual service performance and trends 4. Provides feedback from interactions with customers into new or changed services
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?
Design and transition
You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?
Engage
The utility is the ___________ offered by a product or a service to meet a particular need.
Functionality
What is an example of an action a service request management employee would undertake as part of the 'improve' activity? 1. Provide trend, quality, and feedback information about requests 2. Initiate and fulfill standard changes 3. Communicate with consumers to understand their requirements 4. Fulfill the consumer's service requests through acquisition of service components
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.
Which practice would include a formalized process for logging unplanned reduction in the quality of a service?
Incident management should include a formalized process for logging incidents. Incidents are an unplanned interruption to a service or reduction in the quality of a service.
What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity?
Initiating standard changes to fulfill service requests
How does 'service request management' contribute to the 'improve' value chain activity?
It analyzes data to identify opportunities to provide new service request options
Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system? 1. It can provide automated resolution and closure of complex incidents 2. It can ensure that incidents are resolved within the agreed upon timeframe in the SLA 3. It can provide automated matching of incidents to problems or known errors 4. The system can provide specialized knowledge for solving complicated incidents
It can provide automated matching of incidents to problems or known errors. While the tools may help with resolving incidents faster, they cannot automatically ensure that incidents are resolved within the agreed timeframes from the SLA.
Which of the following is NOT a problem identification activity? 1. Detecting duplicate and recurring issues 2. Logging an incident 3. Performing trend analysis of incident records 4. Analysis of multiple incidents that may be linked together
Logging an incident is part of the Incident Management activities. Problem management is focused on performing trend analysis of incidents records, detecting duplicate or recurring issues, and analyzing the incidents to identify trends or linked issues.
You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?
Normal
You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?
Normal changes which need to be scheduled, assessed, and authorized following a standard process. These changes are not considered routine
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 into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?
Obtain and build
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 Since this program has multiple functions, it is unlikely that this one report is the desired outcome of the entire accounting program, therefore, the term output best describes the P&L report that is created by the program.
Which value chain activity includes portfolio decisions for design and transition?
Plan
What is an example of an action a service request management employee would undertake as part of the 'improve' activity? 1. Communicate with consumers to understand their requirements 2. Initiate and fulfill standard changes 3. Provide trend, quality, and feedback information about requests 4. Fulfill the consumer's service requests through acquisition of service components
Provide trend, quality, and feedback information about requests
How does 'service level management' contribute to the 'design and transition' value chain activity? 1. Collects feedback during interactions and communicates service performance objectives to the operations and support teams 2. Provides feedback from interactions with customers into new or changed services 3. Provides information about the actual service performance and trends 4. Provides objectives for component and service performance for products and services
Provides feedback from interactions with customers into new or changed services
How does 'service level management' contribute to the 'plan' value chain activity?
Provides information about the actual service performance and trends
What does a centralized service desk require?
Remote access tools. A centralized service desk requires supporting technologies like workflow systems for routing and escalation, workforce management and resource planning systems, a centralized knowledge base, intelligent telephony systems, automatic call distribution, and remote access tools. Automation is wonderful and can provide efficiencies, but it is not required. Also, 24x7 support may not be a business requirement for some organizations. But, if you have a centralized service desk, you will need good remote access tools to be able to support users that are not located at your same location.
How should an organization adopt 'continual improvement' methods?
Select a few key methods to suit the types of improvement that the organization handles
An event is any change of state that has significance for the management of a __________ or other configuration items.
Service
Dion Training has outsourced the development of a mobile application to support their students' learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?
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.
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 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.
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 refers to the activities performed by an organization to provide services, which includes 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 (and may also include the supply of goods).
Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google's G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training's students?
Service relationship management
As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?
Service relationships management refers to 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.
__________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
Fill in the blank. 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 system
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?
The 'deliver and support' value chain activity ensures that services are delivered and supported according to agreed specifications and stakeholder's expectations. If a service desk analyst is helping fix a problem for a consumer, this would be best categorized as a 'deliver and support' activity.
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? 1. Organizations and people 2. Information and technology 3. Value streams and processes 4. Partners and suppliers
The 'value streams and processes' dimension focuses on what activities the organization undertakes, and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively. In this example, the process is what is being highlighted by the question. While technology is being used to perform all these actions, the focus is the process (the activities to create value for the consumer), not the website, email, or other technology being used. This question shows the overlap between the four dimensions, so be careful to select the dimension that is MOST applicable to the scenario provided.
What is the definition of a configuration item?
any component that needs to be managed in order to deliver an IT service.
What is the definition of an IT asset?
any valuable component that can contribute to the delivery of an IT product or service.
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 term best describes a service that is 'fit for use'?
Warranty is defined as the assurance that a product or service will meet agreed requirements. When a service has warranty, it is referred to as 'fit for use'.
You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the targets). Just then, another executive asks, "If everything is showing as 'green', why am I hearing other users complain that the service is always unavailable for use?" What might be the reason for this? 1. Your supervisor's data is based on operational metrics. 2. Your supervisor's data is based on business metrics. 3. Your supervisor's data is based on availability metrics. 4. Your supervisor's data is not based on business outcomes
Your supervisor's data is not based on business outcomes
What is a standard change?
a change that is routine in nature, is fully documented, and the risks are well understood. low-risk, pre-authorized changes that are well-understood and fully-documented
What is a change schedule NOT used for? 1. Developing features 2. Planning changes 3. Avoiding conflicts 4. Assigning resources
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.
A customer is a person who defines the requirements for a service and takes responsibility for the __________ of service consumption.
outcomes
What is the purpose of the 'IT asset management' practice?
planning and managing the full lifecycle of all IT assets.
How does 'service level management' contribute to the 'obtain/build' value chain activity?
provides objectives for component and service performance for products and services
What is an example of an action a service request management employee would undertake as part of the 'engage' activity? 1. Provide trend, quality, and feedback information about requests 2. Initiate and fulfill standard changes 3. Communicate with consumers to understand their requirements 4. Fulfill the consumer's service requests through acquisition of service components
regular communication to collect under-specific requirements, set expectations, and to provide status updates.
What should NOT be included in incident management? 1. A formal process for logging and managing incidents 2. Detailed procedures on how to diagnose, investigate, and resolve incidents 3. Techniques for making investigation and diagnosis more efficient 4. Scripts for the collection of information during initial contact with a user
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 purpose of the 'monitoring and event management' practice?
systematically observing services and service components and recording and reporting selected changes of state identified as events.
Which describes outputs?
tangible or intangible deliverable of an activity. For example, a 'Profit and Loss statement' being produced might be an output of an accounting program.
What is an example of an action a service request management employee would undertake as part of the 'improve' activity? 1. Communicate with consumers to understand their requirements 2. Initiate and fulfill standard changes 3. Provide trend, quality, and feedback information about requests 4. Fulfill the consumer's service requests through acquisition of service components
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.
What is the definition of utility
the functionality offered by a product or service to meet a particular need
What is the purpose of the 'service request management' practice?
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.
What is a service level agreement used for?
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.
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 recommendations to improve the service.