ITIL Cert
Which statement about a change authority is CORRECT?
A change authority should be assigned for each type of change and change model
Which describes the nature of the guiding principles?
A guiding principle can guide an organization in all circumstances
What is the purpose of the 'continual improvement' practice?
Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
Focus on value
All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.
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.
Which of the following is NOT an activity within the service value chain?
Continual improvement
Which practice is responsible for moving components to live environments?
Deployment management
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.
Change control
Each Organization will define the scope of its change control. Changes involve buying or building new hardware and software.
What is the purpose of the 'change enablement' practice?
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
Warranty
How a service performs (fit for use)
What is NOT a phase in problem management?
Incident logging
Which service management dimension is focused on the communication systems and knowledge bases used by employees?
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
What is the purpose of the 'release management' practice?
Making new and changed services and features available for use
Incident management
Minimizes the negative impact of incidents by restoring normal service operation as quickly as possible.
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
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?
Organization
Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?
Organizations and people
Progress iteratively with feedback
Organize the work into smaller, manageable sections that can be executed and completed in a timely manner. The focus on each effort will be sharper and easier to maintain.
Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?
Partners and suppliers
Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved.
Problem
Problem management
Reduces the likelihood and impact of incidents by identifying actual and potential causes of incidences, and managing workarounds and known errors.
Which describes outcomes?
Results for a stakeholder
Which practice provides a single point of contact for users?
Service desk
Which statement about the value chain activities is CORRECT?
Service value chain activities receive and provide triggers for further actions to be taken
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 ITIL concept describes the service value chain?
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
What is defined as 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?
Supplier management
Service request management
Supports the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
During which step of the continual improvement model is change management and release management usually performed?
Take action
Which is intended to help an organization adopt and adapt ITIL guidance?
The guiding principles
When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur?
The high-level direction of the initiative has been understood
Keep it simple and practical
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 delivery of value.
Think and work holistically
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 delivery of value.
Which ITIL concept describes governance?
The service value system
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 is a purpose of the 'service desk' practice?
To capture demand for incident resolution and service requests
What is the purpose of the 'relationship management' practice?
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
What term best describes a service that is 'fit for use'?
Warranty
Utility
What a service does (fit for purpose)
Collaborate and promote visibility
When initiatives involved the right people in the correct roles, efforts benefit from better buy-in, more relevance, and increased likelihood of long-term success.
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?
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?
Where do we want to be
Change
addition, modification, or removal of anything that could have a
Cost
amount of money spent on a specific activity or resource.
Event
any change of state that has significance for the management of a service or other configuration item.
Configuration item
any component that needs to be managed in order to deliver an IT service
IT asset
any financially valuable component that can contribute to the delivery of an IT product of service.
Problem
cause, or potential cause, of one or more incidents.
Value streams and processes
defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.
Customer
defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Service
enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.
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.
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.
Service desk
entry point/single point of contact for the service provider with all of its users.
Service offering
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.
The continual improvement model
high-level guide to support improvement initiatives using a cyclical seven steps framework.
Information and technology
information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.
Service management
is a set of specialized organizational capabilities for enabling value for customers in the form of services.
Warranty
is the assurance that a product or service will meet agreed requirements.
Utility
is the functionality offered by a product or service to meet a particular need.
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.
Describe the ITIL service value system
model representing how all the components and activities of an organization work together to facilitate value creation.
Value
perceived benefits, usefulness, and importance of something.
Service relationship management
performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service consumption
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
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.
Organization
person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
four dimensions of service management
perspectives critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
Risk
possible event that could cause harm or loss, or make it more difficult to achieve objectives (uncertainty of outcome).
Service desk
practice designed to capture demand for incident resolution and service requests.
Continual improvement
practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
Service configuration management
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
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
practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
Release management
practice of making new and changed services and features available for use.
Incident management
practice of minimizing the negative impacts of incidents by restoring normal service operation as quickly as possible.
Deployment management
practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
IT asset management
practice of planning and managing the full lifecycle of all information technology (IT) assets.
Information security management
practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
Problem management
practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Service level management
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
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.
Monitoring and event management
practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
Known error
problem that has been analyzed but has not been resolved.
Engage
provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
Outcome
result for a stakeholder enabled by one or more outputs.
User
role that uses services.
A _____ is a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
service
Service level management
sets clear business- based targets for service performance so that the delivery of a service can be properly assessed, monitored and managed against these targets.
Output
tangible of intangible deliverable of an activity.
Incident
unplanned interruption to a service or reduction in the quality of a service.
