ITIL v4
Identify the missing word in the following sentence: A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption.
Outcomes
Identify the missing word(s) in the following sentence. A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption.
Outcomes
What is the definition of utility?
The functionality offered by a product or service is meet a particular need Explanation OBJ 1.1 - Utility is the functionality offered by a product or service to meet a particular need.
What is the definition of a sponsor?
The role that authorizes budget for service consumption
Why should incidents be prioritized?
To ensure that incidents with the highest business impact are resolved first
What is the definition of a customer?
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
What is the definition of a user?
The role that uses services
Which ITIL concept describes governance
The service value system
Which is a recommendation of the 'continual improvement' practice?
There should be a small team dedicated to leading continual improvement efforts
Which statement about a change authority is CORRECT?
A change authority should be assigned for each type of change and change model
What is a standard change?
A change that doesn't need risk assessment because the procedure has been pre-authorized A change that is routine in nature, is fully documented, and the risks are well understood
Which describes the nature of the guiding principles?
A guiding principle is a recommendation used as guidance in all circumstances A guiding principle can guide an organization in all circumstances
What is the definition of a service?
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific cost and risks Explanation OBJ 1.1 - 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.
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 a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A service
What should all 'continual improvement' decisions be based on?
Accurate and carefully analyzed data Explanation OBJ 7.1 - Accurate data, carefully analyzed and understood, is the foundation of fact-based decision-making for improvement. The 'continual improvement' practice should be supported by relevant data sources and by skilled data analytics to ensure that each potential improvement situation is sufficiently understood.
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
Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.
Analyzed
What is the definition of an event?
Any change of state that has significance for the management of a configuration item or IT service Explanation OBJ 6.2 - An event can be defined as any change of state that has significance for the management of a configuration item (CI) or IT service.
What is the definition of a configuration item?
Any component that needs to be managed in order to deliver an IT service
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
If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?
Centralized
What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?
Change
Who is responsible for approving a change within the organization?
Change authority
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
What should be included in every service level agreement?
Clearly defined service outcomes
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
Collaborate and promote visibility
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
Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?
Collaborate and promote visibility
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?
Collaborate and promote visibility
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
What term best describes a person or a group of people that has it's own functions with responsibilities, authorities, and relationships to achieve its objectives?
Organization
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 dimension of service management considers governance, management, and communication?
Organizations and people
Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?
Organizations and people
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 Explanation OBJ 3.1 - 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.
Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.
Outcome
What is the end result of the service value system?
Value
How does customer engagement contribute to the 'service level management' practice? 1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions
1 and 4
How does customer engagement contribute to the 'service level management; practice? 1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service request 4. It supports progress discussions
1 and 4
Which two needs should 'change enablement' balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users
3 and 4 Explanation OBJ 7.1 - Change enablement must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes.
Who can report an incident?
Anyone
What is a change schedule NOT used for?
Developing features
What is the definition of an incident?
An unplanned interruption to a service or reduction in the quality of a service
What is an emergency change?
A change that must be implemented as soon as possible because it is required to resolve an incident or security issue
What is a normal change?
A change that needs to be assessed, authorized, and scheduled by a change authority A change that is assessed, authorized, and scheduled as part of 'continual improvement' Explanation OBJ 7.1 - 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).
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
What is the definition of service management?
A set of specialized organizational capabilities for enabling value to customers
What type of change is MOST likely to be managed by the 'service request management' practice?
A standard change
Which of these are a key focus of the 'value streams and processes' dimension?
Activities that transform inputs into outputs
Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.
Agreed
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
Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.
Automated Explanation OBJ 7.1 - Service requests and their fulfillment should be standardized and automated to the greatest degree possible. By using automation, we can decrease the consumer's wait time for a resolution, and ensure that they get back to productive work as soon as possible.
What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or not human involvement?
Automation
What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?
Automation Explanation OBJ 2.2 - The guiding principle of 'optimize and automate' relies heavily on automation. Automation is the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement.
What term best describes the perceived benefits, usefulness, and importance of something?
Value
Identify the missing word(s) in the following sentence. A sponsor is the role that authorizes [?} for service consumption.
Budget
How does 'service request management' contribute to 'design and transition' activity?
By initiating standard changes to fulfill service requests
How do all value chain activities transform inputs to outputs?
By using a combination of practices
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 consumers to understand their requirements
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
Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.
Configuration item
What is defined as the 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?
Continual improvement
Which practice is the responsibility of everyone in the organization?
Continual improvement
What considerations influence the supplier strategy of an organization?
Corporate culture of the organization
Which practice is responsible for moving components to live environments?
Deployment management Explanation OBJ 6.1 - The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments.
Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, cost, and time to market?
Design and transition
Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?
Design and transition Explanation OBJ 5.2 - The 'design and transition' value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market.
What should NOT be included in incident management?
Detailed procedures on how to diagnose, investigate, and resolve incidents
What is the first step of the guiding principle 'focus on value'?
Determine who the service consumer is in each situation
During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?
Did we get there
Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?
Did we get there
Which statement about the value chain activities is CORRECT?
Each value chain activity contributes to the value chain by transforming specific inputs into outputs Service value chain activities receive and provide triggers for further actions to be taken
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?
Emergency
Your company's web server is currently experiencing a denial of service attack which is preventing external users from accessing the company's e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall's access control list. Normally, any changes to the firewall's access control list must be approved through change management first. Which type of change should be initiated by the information security team?
Emergency
Which value chain activity includes negotiation of contacts and agreements with suppliers and partners?
Engage
Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?
Engage
Which value chain activity includes presenting workarounds to users via a service portal?
Engage
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
How should an organization include third-party suppliers in the continual improvement of services?
Ensure suppliers include details of their approach to service improvement in contracts
What is the purpose of the 'service configuration management' practice?
Ensuring that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed
Your company has three service desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India. What type of service desk model is your company using?
Follow-the-sun
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
Which incidents should be logged?
Every incident should be logged
What is the main benefit of following the guiding principle of 'progress iteratively with feedback'?
Faster responses to customer and business needs
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Focus on value
Which guiding principle is most affected by the customer experience (CX)?
Focus on value
Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?
Focus on value
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
Which service management dimension is focused on the communication systems and knowledge bases used by employees?
Information and technology
Your company has three service desk locations around the glove to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desk only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11am in India. What type of service desk model is your company using?
Follow-the-sun
What is usually included as part of 'incident management'?
Formalized processes for logging incidents Scripts for collecting initial information about incidents Use of specialized knowledge for complicated incidents
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.
Functionality
What is the effect of increased automation on the 'service desk' practice?
Greater ability to focus on customer experience when personal contact is needed
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
Fill in the blank. [?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.
Guiding principles Explanation OBJ 2.1 - 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 step after 'where do we want to be' in the continual improvement model?
How do we get there
Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?
How do we get there
Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of service management would this decision best be considered?
Information and technology
Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on?
How do we get there Explanation OBJ 7.1 - The 'how do we get there' step of the continual improvement model is focused on outlining the plan of action to be undertaken to accomplish the goals set forth in the 'where do we want to be' step of the model.
Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?
How do we keep the momentum going
What is defined as any valuable component that can contribute to the delivery of an IT product or service?
IT asset
What is defined as the practice of planning and managing the full lifecycle of all IT assets?
IT asset management
Which practice has a purpose that includes helping the organization to maximize value, control cost and manage risk?
IT asset management
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
IT asset management
Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of 'optimize and automate', how should you approach the automation of this existing process?
Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process
How can you ensure the incidents with the highest business impact are resolved first?
Implement incident classificaiton
In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?
Improve
What should be done for every problem?
It should be prioritized based on its potential impact and probability
Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident
Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?
Incident
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Incident management
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 interruptions to a service?
Incident management
Which practice would include a formalized process for logging unplanned reduction in the quality of a service?
Incident management
Which dimension of service management should be considered when deciding whether or not moving the organization's web server from an on-premise solution to the 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
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 'obtain/build' value chain activity?
It acquires pre-approved service components to help fulfil 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
Which is a benefit of using an IT service management tool to support incident management?
It can provide automated matching of incidents to problems or known errors
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?
It can provide automated matching of incidents to problems or known errors Explanation OBJ 7.1 - Modern IT service management tools can provide automated matching of incidents to other incidents, 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.
How does 'service request management' contribute to the 'engage' value chain activity?
It collects user-specific requirements, sets expectations, and provides status updates
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 Explanation OBJ 7.1 - This is the 'deliver and support' activity. Deliver and support ensures users continue to be productive when they need assistance from the service provider.
How does categorization of incidents assist incident management?
It helps direct the incident to the correct support area
Which statement about the 'service desk' practice is CORRECT?
It needs a practical understanding of the business processes
What is the reason for using a balanced bundle of service metrics?
It provides an outcome-based view of services Explanation OBJ 7.1 - They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics.
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'?
John should meet with Sally to determine how the digital product fulfillment will occur
During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?
Keep it simple and practical
Which guiding principle is focused on using the minimum number of steps to accomplish an objective?
Keep it simple and practical
You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, "Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'If the account doesn't belong to one of the above three categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours." What guiding principle is Nancy recommending you to follow with her approach to solving this problem?
Keep it simple and practical
You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, "Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'if the account doesn't belong to one of the above tree categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account request, and you can create that process in just a few hours." What guiding principle is Nancy recommending you to follow with her approach to solving this problem?
Keep it simple and practical
You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'measures of effectiveness'. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?
Keep it simple and practical
What does a centralized service desk require?
Knowledge base Good workflow systems from routing and escalation
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 service the entire forth 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
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
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as?
Known error Explanation OBJ 7.1 - A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (we are out of toner), but not resolved (awaiting new toner), this is a known error.
Which statement about known errors and problems is CORRECT?
Known error is the status assigned to a problem after it has been analyzed Explanation OBJ 7.1 - Known errors are "problems where initial analysis has been completed." It usually means that faulty components have been identified, the problem remains in the known error status, and the documented workaround is applied.
Identify the missing word in the following sentence. Service [?] management is the 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.
Level
Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using?
Local
Which of the following is NOT a problem identification activity?
Logging an incident
What is the purpose of the 'incident management' practice?
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible Explanation OBJ 6.1 - Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
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 Explanation OBJ 6.1 - 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.
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
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
Which value chain activity creates service components?
Obtain/build
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/build
Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?
Obtain/build Explanation OBJ 5.2 - The 'obtain/build' value chain activity ensures that service components are available when and where they are needed and meet agreed specifications.
You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?
Obtain/build Explanation OBJ 7.1 - Obtain/build will manage the solution to the problem once it has been identified by problem management. They will be responsible for the release and deployment of the latest version of the web browser in this case once the change management activity approves the change to the workstations' baseline.
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
Dion Training Solutions is an Authorized Training Organization for Axelos. Which service management dimension would be focused on the relationship between Dion Training Solutions and Axelos in regards to the company's delivery of ITIL 4 Foundation training to students?
Partners and suppliers
Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?
Partners and suppliers
Which value chain activity communicates the current status of all four dimensions of service management?
Plan
Which value chain activity ensures people understand the organization's vision?
Plan
Which value chain activity includes portfolio decisions for design and transition?
Plan
What is the purpose of the 'IT asset management' practice?
Planning and managing the full lifecycle of all IT assets
Which of the following is NOT an activity within the service value chain?
Practice Continual improvement Guiding principles
What is defined as a cause, or potential cause, of one or more incidents?
Problem
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 Explanation OBJ 6.2 - A known error is a problem that has been analyzed but has not been resolved.
You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?
Problem Explanation OBJ 7.1 - A problem is a cause, or potential cause, of one or more incidents. Since you have received 13 calls (13 potential incidents), and the common issue appears to be the domain controller, the domain controller might be the problem.
What is NOT a phase in problem management?
Problem classification Incident logging
What does the 'service request management' practice depend on for maximum efficiency?
Processes and Procedures
A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario?
Progress iteratively with feedback
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?
Progress iteratively with feedback
Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?
Progress iteratively with feedback
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Progress iteratively with feedback
A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?
Progress iteratively with feedback Explanation OBJ 2.2 - This is an example of the guiding principle of 'progress iteratively with feedback'. The company released the first version with limited functionality and then changed and improved it over time (iteratively) based on the user's feedback.
Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?
Service Level Agreement
Identify the missing word in the following sentence. The purpose of the information security management practice is to [?] the organization's information.
Protect
What is the purpose of the 'information security management' practice?
Protecting an organization by understanding and managing risk to the confidentiality, integrity, and availability of information. Explanation OBJ 6.1 - 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 an example of an action a service request management employee would undertake as part of the 'improve' activity?
Provide trend, quality, and feedback information about requests Explanation OBJ 7.1 - 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.
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
How does 'service level management' contribute to the 'plan' value chain activity?
Provides information about the actual service performance and trends
How does 'service level management' contribute to the 'obtain/build' value chain activity?
Provides objectives for component and service performance for products and services Explanation OBJ 7.1 - The 'obtain/build' activity in the service level management practice provides objectives for component and service performance for products and services
What are guiding principles considered?
Recommendations
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Service level management
Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management.
Recommendations Explanation OBJ 2.1 - 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 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
Which practice has the purpose of making new and changed services and features available for use?
Release management
Which describes outcomes?
Results for a stakeholder Explanation OBJ 1.2 - An outcome is "A result for a stakeholder enabled by one or more outputs." The definition of a service describes how the value of a service enables value co-creation by facilitating outcomes that customers want to achieve.
Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best describes your manager's concerns?
Risks
Which is NOT a key focus of the 'information and technology' dimension?
Roles and responsibilities
Which of these are a key focus of the "organization and people" dimension?
Roles and responsibilities
How should an organization adopt 'continual improvement' methods?
Select a few key methods to suit the types of improvement that the organization handles
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
Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
Service Value System
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
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Service configuration management
Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
Service desk
What activity is the main channel for communication and collaboration the users?
Service desk
Which practice provides a single point of contact for users?
Service desk
Which is a recommendation of the 'service desk' practice?
Service desk should have a practical understanding of the (users and their needs/wider business)
What is true about the service desk?
Service desks should be designed based on your organization, its business processes, and the user requirements
Which practice provides visibility of the organization's services by capturing and capturing and reporting on service performance?
Service level management
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
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 relationship management
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
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
Identify the missing word(s) in the following sentence. [?] 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 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 continual improvement?
Service value system
Which ITIL concept describes guiding principles?
Service value system
Which ITIL concept describes the service value chain?
Service value system
Which ITIL concept describes practices?
Service value system Explanation OBJ 4.1 - The components of the service value system are 'guiding principles', 'governance', 'service value chain', 'practices', and 'continual improvement'.
Identify the missing word(s) in the following sentence. A user is the role that uses [?].
Services
What is the purpose of the 'service level management' practice?
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
Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?
Start where you are
What is an output?
Something created by carrying out an activity
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
Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
Standardized Explanation OBJ 7.1 - 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 guiding principle recommends assessing the current state and deciding what can be reused?
Start where you are
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 or process?
Start where you are
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
Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?
Start where you are
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?
Start where you are Explanation OBJ 2.2 - 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.
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
What is the purpose of the 'service request management' practice?
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 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
During which step of the continual improvement model is change management and release management usually performed?
Take action
Your company is undergoing an improvement initiative to reduce the number of physical servers in the data center by 50%. You are working as part of the deployment team trying to achieve this goal. You are currently migrating physical servers into virtualized systems and removing the physical servers from the data center. Which step of the continual improvement model are you working on?
Take action
What is the definition of warranty?
The assurance that a product or service will meet agreed requirements
What are the two types of cost that a service consumer should evaluate?
The costs removed by the service, and the costs imposed by the service Explanation OBJ 1.2 - From the service consumer's perspective, there are two types of costs involved in service relationships: (1) Costs removed from the service consumer by the service (a part of the value proposition). This may include the costs of staff, technology, and other resources which are not needed by the consumer. (2) Costs imposed on the consumer by the service (the costs of service consumption). The total cost of consuming a service includes the price charged by the service provider (if any), plus other costs such as staff training, costs of network utilization, procurement, etc.
Which is intended to help an organization adopt and adapt ITIL guidance?
The guiding principles Explanation OBJ 2.1 - The guiding principles can "guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances."
When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur?
The high-level directions of the initiative has been understood
Which is the BEST example of an emergency change?
The implementation of a security patch to a critical software application
Which is a purpose of the 'service desk' practice?
To capture demand for incident resolution and service requests Explanation OBJ 6.1 - 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 the purpose of 'supplier management'?
To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
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
Why should service desk staff detect recurring issues?
To help identify problems
What is a service level agreement used for?
To measure the performance of services from a customer's point of view
How should measures and metrics be used to measure your service level management levels?
To provide a representation of the actual customer's experience
Which is the purpose of the 'monitoring and event management' practice?
To systematically observe services and service components, and record and report selected changes of state
What is the starting point for optimization?
Understanding the vision and objectives of the organization
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 the service better
Which describes the principle 'think and work holistically'?
Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Which describes the functionality offered by a product or service to meet a particular need?
Utility
Which term describes the functionality offered by a service?
Utility
Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.
Value
Fill in the blank. According to the guiding principles, "Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.
Value
Which service management dimension is focused on activities and how these are coordinated?
Value streams and processes
Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What service desk structure does this describe?
Virtual
Which describes the assurance that a product or service will meet agreed requirements?
Warranty
What term best describes a service that is 'fit for use'?
Warranty Explanation OBJ 1.2 - 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'.
What is the step after 'how do we keep the momentum going' in the continual improvement model?
What is the vision
Which step of the continual improvement model states that "each improvement initiative should support the organization's goals and objectives"?
What is the vision
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
During which step of the continual improvement model do you create your objective baseline measurement?
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
Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual improvement model would the IT Director create this goal?
Where do we want to be
Your company is currently spending $1.2 mission per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 mission next year. In which step of the continual improvement model would the IT Director create this goal?
Where do we want to be
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
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won't arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?
Workaround Explanation OBJ 7.1 - 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. This workaround will only work a few times, but hopefully, this will allow you to print what you need until the new toner arrives.
Which of these are NOT a key focus of the 'partners and suppliers' dimension?
Workflow management and inventory systems Explanation OBJ 3.1 - 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.
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 i not based on business outcomes
Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
outcomes
