ITIL 4 DION

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

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

What is the definition of a configuration item?

Any component that needs to be managed in order to deliver an IT service.

Which of the following is NOT a problem identification activity?

Logging an incident

How does 'service request management' contribute to 'design and transition' activity?

By initiating standard changes to fulfill service requests

Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?

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

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

Continual Improvement

You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?

Focus on value

Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes 'focus on value' in this context?

Guiding principle

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 usually NOT included as part of 'incident management'?

Detailed procedures for the diagnoses of incidents

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

What is the purpose of the 'relationship management' practice? Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

Which guiding principle is most affected by the customer experience (CX)?

Focus on value

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

It collects user-specific requirements, sets expectations, and provides status updates

You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?

Incident

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 'obtain/build' value chain activity?

It acquires pre-approved service components to help 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 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

The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?

Known error

What is the purpose of the 'monitoring and event management' practice?

Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

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

Service desk

Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Outcomes

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

a Tangible or intangible deliverable of an activity

Output

Which is a recommendation of the 'service desk' practice?

Service desks should have a practical understanding of the business practices across the organization

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

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

Practice

How does 'service level management' contribute to the 'design and transition' value chain activity?

Provides feedback from interactions with customers into new or changed services

What is the purpose of the 'problem management' practice?

Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

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

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 ITIL concept describes continual improvement?

Service Value System

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

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?

Service value chain

Which ITIL concept describes guiding principles?

Service value system

Which ITIL concept describes the service value chain?

Service value system

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?

Standard

Which describes outputs?

Tangible or intangible deliverables

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

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?

Value Stream and Processes

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

Value streams and Processes

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

budget

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.

capabilities

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

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?

Your supervisor's data is not based on business outcomes

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

scripts for colleting initial information about incidents

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?

service value chain

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

Which of these are NOT a key focus of the 'partners and suppliers' dimension?

workflow management and inventory systems