Business of IT Applications STUDY TEST NOTES
Which of the following describes organizational resilience? A The ability of an organization to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change. B The ability to create and support a culture that supports its objectives and has the appropriate level of capacity and competency throughout its workforce. C The ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes. D The ability to establish procedures to incorporate and prioritize management of unplanned interruptions (incidents), and to investigate causes of failure.
The ability of an organization to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change
Which of the following statements describes organizational agility? A The ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes B The ability of an organization to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change C The way all interrelated or interacting activities transform inputs into outputs D The way all components and activities operate as a single system for enabling value creation
The ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes
This describes the role of the value streams and processes dimension of service management.
The activities, workflows, controls, and procedures necessary to achieve agreed-upon objectives
Which of the following are the guidelines for service request workflow and management? A The expectations of users regarding fulfillment times should be clearly set in accordance with what the organization can realistically deliver. B Opportunities for improvement should be identified and implemented to produce faster fulfillment times and take advantage of automation. C Policies and workflows should be included for the documenting and redirecting of any requests that are submitted as service requests, but which should actually be managed as incidents or changes. D Policies should be established regarding what service requests are to be fulfilled with required additional approvals, to streamline fulfillment.
The expectations of users regarding fulfillment times should be clearly set in accordance with what the organization can realistically deliver. Opportunities for improvement should be identified and implemented to produce faster fulfillment times and take advantage of automation. Policies and workflows should be included for the documenting and redirecting of any requests that are submitted as service requests, but which should actually be managed as incidents or changes.
What is utility?
The functionality offered by a product or service to meet a particular need
What is/are the key input(s) and output(s) of the SVS? A The key input is value. The output is continual improvement. B The key inputs are opportunity and demand. The output is value. C The key input is value. The output is governance. D The key inputs are the ITIL guiding principles. The outputs are sets of organizational resources designed for performing work.
The key inputs are opportunity and demand. The output is value
The purpose of the SVS is to ensure that: A an organization is directed and controlled. B there is a need or desire for products and services among the organization's internal or external consumers. C the organization defines value streams. D the organization continually co-creates value with all stakeholders via the use and management of products and services.
The organization continually co-creates value with all stakeholders via the use and management of products and services
What is an organization's governing body accountable for? This task contains the radio buttons and checkboxes for options. A The interfaces between the organization and its partner-supplier network B Ensuring that all activities conducted by an organization should link back directly or indirectly to value C The organization's compliance with policies and any external regulations D Ensuring stakeholder collaboration
The organization's compliance with policies and any external regulations ***Every organization is directed by a governing body—a person or group who is accountable at the highest level for the performance and compliance of the organization. All sizes and types of organization perform governance activities. The governing body might be a board of directors or executive managers who take on a separate governance role when performing governance activities. The governing body is accountable for the organization's compliance with policies and any external regulations.
What are the key areas of focus in the what is the vision step? A A plan for addressing the challenges of the initiative can be created. B The organization's vision and objectives should be communicated effectively to the specific business unit. C Gap analysis, and defining one or more prioritized actions to complete the vision. D The progress and value of the improvement initiative must be checked and confirmed.
The organization's vision and objectives should be communicated effectively to the specific business unit ***The organization's vision and objectives should be communicated effectively to the specific business unit, department, team, and/or individual, so that the context, objectives, and boundaries for any improvement initiative are understood. In conjunction, a high-level vision for the planned improvement should be created.
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Which of the following statements describes the service value system? A A system that enhances the flexibility of the service value chain by supporting multiple chain activities, thereby providing a comprehensive and versatile tool set for ITSM practitioners B A key component of the ITIL 4 framework that describes how the components and activities of an organization interact to create value through IT-enabled services C A model that helps to guide organizational decisions and actions, and ensure a shared understanding and unified approach to ITSM throughout the organization D A flexible model for the creation, delivery, and continual improvement of services
A key component of the ITIL 4 framework that describes how the components and activities of an organization interact to create value through IT-enabled services
How is an organization defined in the ITIL context? A A person who defines service requirements and takes responsibility for the outcome of service consumption. B Someone who sells their services on the open market to other business or individual customers. C Someone who reviews a proposed service arrangement and approves the cost of the negotiated contract. D A person or group with its own internal functions and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives.
A person or group with its own internal functions and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives
Which statements about problem management are true?Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents.Manage workarounds and known errors.Make new and changed services and features available for use.Record and report selected changes of state identified as events. A 3 and 4 B 2 and 4 C 1 and 2 D 1 and 3
1 and 2
Which of the following statements about the plan value chain activity are true? Each correct answer represents a complete solution. Choose all that apply. A Key outputs are strategic, tactical, and operational plans. B A key output is service performance information for design and transition. C It receives inputs regarding knowledge and information about third-party service components from the engage value chain activity. D It outputs a product and service portfolio for the engage activity.
A Key outputs are strategic, tactical, and operational plans. C It receives inputs regarding knowledge and information about third-party service components from the engage value chain activity. D It outputs a product and service portfolio for the engage activity.
Which of the following statements defines a service offering? A means of enabling value co-creation by facilitating outcomes desirable to customers without their having to manage cost and risk. B A configuration of an organization's resources that are created and supplied by the organization to offer value to the organization's consumers. C A formal description of one or more services designed to address the needs of its target consumer and may include goods, access to resources, and service actions. D Joint activities that the service provider and service consumer both engage in to ensure continued value co-creation.
A formal description of one or more services designed to address the needs of its target consumer and may include goods, access to resources, and service actions
What is the definition of service management? A A system that helps to codify the organization's culture and behavior, from strategic decision making to day-to-day operations B A system that enables the organization to maintain the alignment of its operations with the strategic direction determined by its governing body C A set of specialized organizational capabilities for enabling value for customers in the form of services D A system that represents how various components and activities of the organization work together to facilitate value creation through IT-enabled services
A set of specialized organizational capabilities for enabling value for customers in the form of services
How should problems be prioritized and managed for analysis? Each correct answer represents a complete solution. Choose all that apply. A By the availability of staff capable of addressing each problem. B According to the risks that they pose. C By how quickly faulty components can be identified. D According to their potential impact and probability
According to the risks that they pose According to their potential impact and probability
The high-velocity service delivery paradigm includes which of the following? This task contains the radio buttons and checkboxes for options. The shortcut keys to perform this task are A to H and alt+1 to alt+9. A Continual analysis of feedback provided for IT services at only the starting phase of life cycle B Agility in processing the feedback, giving rise to continual and fast improvement of IT services C Integration of product and service management practices D Focus on fast delivery of new and changed IT services to users
Agility in processing the feedback, giving rise to continual and fast improvement of IT services Integration of product and service management practices Focus on fast delivery of new and changed IT services to users ***The high-velocity service paradigm includes: - Focus on fast delivery of new adn changed IT services to users - Continual analysis of feedback provided for IT services at every stage of their life cycle - Agility in processing the feedback, giving rise to continual and fast improvement of IT services - Integration of product and service management practices - Digitization of IT infrastructure and adoption of cloud computing - Extensive automation of the service delivery chain
Which of the following is not an activity of governance in the service value system? A Governance and management at all levels are continually improved to meet the expectations of the stakeholders. B The service value chain and the organization's practices work in line with the direction given by the governing body. C Agreement on what the future state and priorities of the organization should be, focusing on simplification and value. D Both the governing body and management at all levels maintain alignment through a clear set of shared principles and objectives.
Agreement on what the future state and priorities of the organization should be, focusing on simplification and value
Which of the following statements about the service value chain activities are correct? Each correct answer represents a complete solution. Choose all that apply. A All the activities are interconnected. B Each activity is the step an organization should take in the creation of demand. C Each activity contributes to the service value chain by transforming specific inputs into specific outputs. D Each activity receives and then triggers the further action.
All of the activities are interconnected Each activity contributes to the service value chain by transforming specific inputs into specific outputs Each activity receives and then triggers the further action
What is the term for any financially valuable component that can contribute to the delivery of an IT product or service? A Asset B Incident C Event D Configuration item
Asset
Which of the following is not an example of a supportive service-desk technology? A Workforce management and resource planning systems B Incorporating computer-telephony integration C Big-bang deployment D Configuration management systems
Big-bang deployment ***This is one of the approaches used for deployment. In this approach, new/changed components are deployed to all targets at the same time.
How is value co-created? A By providing services to business customers that are fit for their purpose, stable, and so reliable that businesses perceive the service organization offering them as a trusted provider B By establishing mutually beneficial, interactive relationships with customers, thus empowering them to become creative contributors to the service value chain C By the cooperation of partners and suppliers D By enabling the organization to maintain the alignment of its operations with the strategic direction determined by its governing body
By establishing mutually beneficial, interactive relationships with customers, thus empowering them to become creative contributors to the service value chain
How does a service enable value co-creation? A By imposing costs on the consumer B By providing a tangible or intangible deliverable C By providing a result enabled by one or more outputs D By facilitating outcomes desirable to customers
By facilitating outcomes desirable to customers
Which of the following is an example of an architectural shift in IT that introduces both new opportunities and risks? A Workflow management system B Operational technology C Value stream D Cloud computing
Cloud computing **Cloud computing is an example of an architectural shift in IT that introduces both new opportunities and risks. Organizations have been forced to react to cloud computing in ways that result in the most benefit for themselves, their customers, and their stakeholders. Properly defined, cloud computing is a storage-based system for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.
The following passage is an example of which activity?"The contribution to improvement from customers of a public cloud service might be through a survey or checklist of options for different types of functionality. For an internal customer group, the contribution to improvement might come from feedback solicited at a workshop or through a collaboration tool on the organization's intranet." A Communication for improvement B Judging what to keep C Analyzing improvement of systems through visibility D Increasing urgency through visibility
Communication for improvement
Which of the following is not an application of the think and work holistically principle? A Comprehend the whole, but do something. B Recognize the complexity of the systems. C Automation can facilitate working holistically. D Where possible, look for patterns in the needs of and interactions between system elements.
Comprehend the whole, but do something
Which service value system component is an ongoing organizational activity of continuous re-evaluation performed at all organizational levels to ensure that performance continually meets stakeholders' expectations? A Continual enhancement B Service value chain C Guiding principle D Continual improvement
Continual improvement
Which of the following options include factors that can influence an organization's strategy in its use of suppliers? A Event management and information security incident management B Mean time between failures and mean time to restore service C Corporate culture, resource scarcity, and demand patterns D Incidents, problems, and resolutions
Corporate culture, resource scarcity, and demand patterns
Viewed from the customer's perspective, what are the two types of cost involved in service relationships? A Outputs and outcomes. B Cost of quality and cost of production. C Utility and warranty. D Costs removed from the consumer and costs imposed on the consumer.
Costs removed from the consumer and costs imposed on the consumer
______________ includes the products provided by the service organization and typically determines how the consumer feels about the organization, its products, and its services. A Organizational silo B Customer experience C Feedback loop D Automation
Customer experience
When choosing whom to collaborate with, which stakeholder group should be considered first? A Developers B Governance C Customers D Internal and external suppliers
Customers ****The first and most obvious stakeholder group is the customers. The main goal of a service provider is to facilitate outcomes that its customers are interested in, so the customers have a large stake in the service provider's ability to manage services effectively. Some organizations, however, do a poor job of interacting with customers. When it comes to the improvement of a service provider's practices, the customer may not perceive any need to be involved at all. In the end, however, the right level of collaboration with customers leads to better outcomes for the organization, for its customers, and its other stakeholders.
Question 38 :As a service provider, it's important to understand the distinction between which three types of service consumers? A Customers, users, and sponsors B Suppliers, investors, and social groups C A charitable organization, shareholders, social groups D Investors, partners, and government organizations
Customers, users, and sponsors
Ensuring that services are delivered and supported according to agreed specifications is the purpose of what value chain activity? A Obtain/build B Design and transition C Deliver and support D Improve
Deliver and support
Problem management is applied mainly to which activities of the service value chain? Each correct answer represents a complete solution. Choose all that apply. A Plan B Deliver and support C Design and engage D Improve
Deliver and support Improve
Ensuring that products and services continually meet stakeholder expectations is the key purpose of which value chain activity? A Design and transition B Engage C Obtain/build D Improve
Design and transition
Which method advocates a "systems view" that emphasizes close collaboration between enterprise governance, service teams, software development, and technology operations? A DevOps B Relationship management C Deployment management D Risk management
DevOps ****The DevOps method builds on Agile software development and service management techniques by emphasizing close collaboration between the roles of software development and technical operations. It advocates a "systems view" that emphasizes close collaboration between enterprise governance, service teams, software development, and technology operations.
If this step of the continual improvement model is skipped, it becomes difficult to ensure that desired or promised outcomes have been achieved. Which of the following is the required step? This task contains the radio buttons and checkboxes for options. A How do we keep the momentum going? B Did we get there? C Take action. D Where are we now?
Did we get there?
Which type of changes are not typically included in a change schedule? A Emergency changes B Exception changes C Normal changes D Standard changes
Emergency changes ***There is no such type of change as an Exception change ***Emergency changes must be implemented as soon as possible (e.g. to resolve an incident or implement a security patch). These changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly.
High-level demand for services and products provided by internal and external customers; incidents, service requests, and feedback from users; and marketing opportunities from current and potential customers and users are key inputs of which value chain activity? A Engage B Design and transition C Obtain/build D Improve
Engage
What two skills are required for service-level management? A Troubleshooting and supplier knowledge B Detailed understanding of cloud-based infrastructure and risk management C Engagement and listening D Listening and expediency
Engagement and listening **Service-level management requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers. Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers—not simply those as interpreted by the service provider or have been agreed upon in the past. Listening is important as a relationship-building and trust-building activity, to demonstrate to customers that they are valued and understood. This helps to move the provider away from always being in "solution mode," and to build new, more constructive partnerships.
In interacting with other practices participating in the service value chain, which of the following is not a key element of monitoring and event management? A Organizations and people B Human intervention C Error control D Automation
Error control **Error control is -- This process is a function of problem management, the purpose of which is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and manage workarounds and known errors.
Which guiding principle encompasses many perspectives, including customer and user experiences? A Optimize and automate B Collaborate and promote visibility C Progress iteratively with feedback D Focus on value
Focus on value
Which of the following are examples of components of service offerings? A Benefits, cost, and risks B Management of consumer resources necessary to use the service, and service actions performed by users C Goods, access to resources, and service actions D Value streams, processes, and suppliers
Goods, access to resources, and service actions
In the continual improvement model, once you have identified the destination for your organization, what is the next question to ask? A How do we get there? B What is the vision? C Did we get there? D Where are we now?
How do we get there?
Which of the following steps of the continual improvement model describes the below function?A plan for addressing the challenges of the initiative can be created by understanding the vision of the improvement and the current and target states and combining that knowledge with subject matter expertise. A Take action. B How do we get there? C Where do we want to be? D What is the vision?
How do we get there?
In which step of the continual improvement model should the focus of the initiative shift to marketing the success and reinforcing any new methods introduced? A Where are we now? B Where do we want to be? C Take action. D How do we keep the momentum going?
How do we keep the momentum going?
The purpose of the _________________ practice is to plan and manage the full life cycle of any financially valuable component that can contribute to the delivery of an IT product or service. A service configuration management B IT asset management C monitoring and event management D release management
IT asset management
Which of the following is not a problem identification activity of problem management? A Identifying a risk that an incident could recur (during major incident management) B Analyzing information received from internal software developers, test teams, and project teams C Identifying what services, systems, or other service components should be monitored, and establishing the monitoring strategy D Performing trend analysis of incident records
Identifying what services, systems, or other service components should be monitored, and establishing the monitoring strategy ***Problem identification activities of problem management include: - Performing trend analysis of incident records - Detection of duplicate and recurring issues by users, service desk, and technical support staff - During major incident management, identifying a risk that an incident could recur - Analyzing information received from suppliers and partners - Analyzing information received from internal software developers, test teams, and project teams
Value chain performance information for the governing body, contract and agreement requirements, and service performance information are key outputs of what value chain activity? A Engage B Plan C Deliver and support D Improve
Improve ***Value chain performance information for the governing body, contract and agreement requirements, and service performance information are key outputs of the improve activity. Other outputs include improvement initiatives and improvement status reports for all value chain activities.
When making improvements, what is the benefit of employing the continual improvement model? A Stakeholders' satisfaction is high, and a constructive relationship between the organization and stakeholders is established and maintained. B It manages the people aspects of change to ensure that improvements and organizational transformation initiatives are implemented successfully. C It can be applied to any type of improvement, from high-level organizational changes to individual services and CIs. D It balances the need to make beneficial changes that deliver additional value with the need to protect customers and users from the adverse effect of change.
It can be applied to any type of improvement, from high-level organizational changes to individual services and CIs
Which of the following is not an activity of information security management? A It creates controls that each practice must consider when planning how work is to be done. B In high-velocity environments, information security is integrated as much as possible into the daily work of development and operations. C It creates closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure. D It must be driven from the senior-most level of the organization, according to clearly understood governance requirements and organizational policies.
It creates closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure
Which of the following is not a direct effect of using the continual improvement model? A It places a strong focus on customer value. B It increases the likelihood that ITSM initiatives will be successful. C It ensures that improvement efforts can be linked back to the organization's vision. D It creates opportunity and demand.
It creates opportunity and demand Here are the uses of the continual improvement model: - Increases the likelihood that ITSM initiatives will be successful - Places a strong focus on customer value - Ensures that improvement efforts can be linked back to the organization's vision
How does the adoption of a cloud computing model typically affect service providers? Choose all that apply: It enables enhancements such as process automation or adoption of emerging technologies, and ways of working to increase efficiency or enhance user experiences. B It enables the organization's practices of service integration and management. C It introduces new operating expenditures and the need to manage them appropriately. D It changes the service provider's cost structure by removing specific capital expenditures.
It introduces new operating expenditures and the need to manage them appropriately It changes the service provider's cost structure by removing specific capital expenditures
Which of the following statements is true regarding value from a service consumer's perspective? A It consists of the activities, workflows, controls, and procedures necessary for achieving agreed-upon objectives. B It provides sufficient automation capabilities to ensure that it can be efficiently developed, deployed, and operated. C It is achieved through intended outcomes and optimization of costs and risks. D It is achieved through the efficiency and effectiveness of value chain activities.
It is achieved through intended outcomes of optimization of costs and risks
The statement that organizations must maximize the value of the work carried out by their human and technical resources is the key message of what guiding principle? A Focus on value. B Optimize and automate. C Progress iteratively with feedback. D Collaborate and promote visibility.
Optimize and automate
Which of the following is not a requirement of an SLA? A It should reflect an agreement engagement and discussion between the service provider and the service consumer. B It must be related to a defined "service" in the service catalog. C It should relate to defined outcomes, rather than mere operational metrics. D It must be written in a complex way.
It must be written in a complex way ((( Some of the key requirements for successful SLAs (service-level agreements) are: - They must be related to a defined "service" in the service catalog - They should related to defined outcomes, rather than mere operational metrics - they should reflect an agreement--engagement and discussion between the service provider and the service consumer - They must be simply written and easy to understand and use for all parties
Which of the following statements describes the four dimensions model of service management? A It is a simple, practical improvement model designed to maintain the organization's resilience and agility in a constantly changing environment. B It helps to guide organizational decisions and actions. C It is a flexible model for the creation, delivery, and continual improvement of services. D It serves to ensure a holistic approach to service management.
It serves to ensure a holistic approach to service management
The instruction to always use the minimum number of steps necessary to accomplish an objective is a key message of what guiding principle? A Start where you are. B Optimize and automate. C Keep it simple and practical. D Progress iteratively with feedback.
Keep it simple and practical
Which guiding principle advises that if a value stream, process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it? A Start where you are B Think and work holistically C Focus on value D Keep it simple and practical
Keep it simple and practical
In information security management, the required security is established by means of policies, processes, behaviors, risk management, and controls, which must maintain a balance among three aspects. Which of the following is not one of these aspects? A Mitigation B Prevention C Correction D Detection
Mitigation *** In information security management, the required security is established by means of policies, processes, behaviors, risk management, and controls, which must maintain a balance between: - Prevention: Ensuring that security incidents don't occur - Detection: Rapidly and reliably detecting incidents that can't be prevented - Correction: Recovering from incidents after they are detected
What type of service facilitates value creation for its users by maintaining and providing accurate information about an organization's active network connections and utilization, thus allowing it to adjust its network bandwidth capacity? A Network management B Configuration management C Availability management D Capacity and performance management
Network management
Which of the following is not a possible release component? A Many different infrastructure and application components that work together to deliver new or changed functionality B Documentation, training (for users or IT staff), updated processes or tools, and any other components required C A release plan that specifies the exact combination of new and changed components to be made available and the timing for their release D Operational metrics, which are low-level indicators of various operational activities
Operational metrics ***Operational metrics are the low-level indicators of various operational activities and may include system availability, incident response and fix times, change and request processing times, and system response times. They are a feature of service-level agreements, which are a function of service-level management.
Which of the following statements are true regarding the interaction of guiding principles? Each correct answer represents a complete solution. Choose all that apply. A Organizations should consider the relevance of each of the guiding principles and how they apply together. B It's important to recognize that all guiding principles interact with and depend upon each other. C Not all guiding principles are critical in every situation, but they should all be reviewed continuously to determine how appropriate they are to each situation. D Organizations should use only one or two of the principles in each situation.
Organizations should consider the relevance of each of the guiding principles and how they apply together It's important to recognize that all guiding principles interact with and depend upon each other Not all guiding principles are critical in every situation, but they should all be reviewed continuously to determine how appropriate they are to each situation
Regarding relationships between organizations and the forms that possible cooperation could assume, which of these statements are correct? Each correct answer represents a complete solution. Choose all that apply. A Modern organizations can be supported in their need for faster time to market and digitization of their services. B Parties share common goals and risks, and collaborate to achieve their desired outcomes. C An organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services. D Represent a spectrum of possibilities.
Parties share common goals and risks, and collaborate to achieve their desired outcomes Represent a spectrum of possibilities
Which of the following is not a key input of the deliver and support value chain activity? A Improvement status reports from improve B Portfolio, architectures, and policies provided by plan C User support tasks, and knowledge and information about third-party service components provided by engage D Knowledge and information about new and changed service components and services from design and transition and obtain/build
Portfolio, architectures, and policies provided by plan ***The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations. Option A, C, and D are the key inputs of the deliver and support value chain activity. Option B is not the key input of the deliver and support value chain activity rather it is the key input of the the design and transition activity.
Which term is defined as a cause—or potential cause—of one or more incidents? A Failure B Problem C Event D Known error
Problem
Which of the following is not an approach to continual improvement? A Agile methods for focusing on making improvements incrementally at a cadence B Lean methods for providing perspectives on the elimination of waste C DevOps methods for working holistically and ensuring that improvements are not only designed well but applied effectively D Procedures for managing information security-related changes, such as firewall configuration changes
Procedures for managing information security-related changes, such as firewall configuration changes ***This is a function of information security management instead
What is the usual focus of change control? A People aspects of change B Target resolution times C Managing risks D Products and services
Products and services
What is the term for the point to which information used during an activity must be restored to enable continuity of that activity? This task contains the radio buttons and checkboxes for options. A RTO B RPO C DRP D MTRS
RPO (recovery point objective) ***RPO is the point to which information used by an activity must be restored to enable the activity to operate upon resumption *** RTO is the maximum acceptable period that can elapse following a service disruption before a lack of business functions severely affects the organization *** DRP -- this is a clearly defined plan for organizational recovery following disaster. This includes a return to pre-disaster operations and is accomplished in consideration of the four dimensions of service management *** MTRS -- this is simply a metric of how quickly service is restored following its failure
What is the key message of the progress iteratively with feedback principle? A When initiatives involve the right people in their correct roles, efforts benefit from better buy-in, more relevance, and increased likelihood of long-term success. B Resist the temptation to do everything at once. C All activities conducted by an organization should link back directly or indirectly to value for its customers, for its stakeholders, and for the organization itself. D No service, practice process, department, or supplier stands alone.
Resist the temptation to do everything at once
Which of the following is not a high-level step on the path towards optimization? A Execute the improvements in an iterative way. B Respect the time of the people involved. C Understand and agree on the context in which the proposed optimization exists. D Assess the current state of the proposed optimization.
Respect the time of people involved The path to optimization follows the following high-level steps: - Understand and agree on the context in which the proposed optimization exists - Assess the current state of the proposed optimization - Agree on what the future state and priorities of the organization should be, focusing on simplification and value - Ensure the optimization has the appropriate level of stakeholder engagement and commitment - Execute the improvements in an iterative way - Continually monitor the impact of optimization
Multichannel access is highly desirable for which organizational function? A Service desk B Service-level management C Availability management D Deployment management
Service desk **Service desks provide a variety of channels for access, including phone calls; service portals and mobile applications supported by service and request catalogs, and knowledge bases; chat, through live chat and chatbots; email for logging and updating, and follow-up surveys and confirmations; and so on.
Why are all four dimensions of service management constrained or influenced by external factors? A Outcome, cost, and risk have profound effects on the delivery of services. B Service providers don't operate in isolation as they function in dynamic, complex environments with high degrees of volatility and uncertainty. C Access to resources is granted/licensed to the consumer under the terms and conditions of an agreement. D Organizations might prefer to focus on core competencies and outsource "non-core" supporting functions to third parties.
Service providers don't operate in isolation as they function in dynamic, complex environments with high degrees of volatility and uncertainty
What is the term that is a normal part of service delivery and not a failure or degradation of service? A Service request B Service level C Standard change D Change authority
Service request ***Service requests are a normal part of service delivery and not a failure or degradation of service (which would be handled as an incident). Because service requests are predefined and pre-agreed as a normal part of service delivery, they can usually be formalized with a clear, standard procedure for initiation, approval, fulfillment, and management.
Which of the following are examples of stakeholders other than service providers and service consumers? Each correct answer represents a complete solution. Choose all that apply. A Shareholders B Government organizations C Investors D Investigator
Shareholders Government Organizations Investors
How is value defined in the ITIL context? A A tangible or intangible deliverable of an activity B The perceived benefits, usefulness, and importance of something C The activities, workflows, controls, and procedures necessary to achieve agreed-upon objectives D The functionality offered by a product or service to meet a particular need
The perceived benefits, usefulness, and importance of something
Which of the following statements describes the theory of constraints? A The weakest link in the value chain determines the flow and throughput of the system. B Transparency is important to future efforts, regardless of the results of the current iteration. C In business innovation and differentiation, speed to market is a key success factor. D In some cases, a larger change is accomplished through the implementation of multiple smaller improvement iterations
The weakest link in the value chain determines the flow and throughput of the system ** According to the TOC (theory of constraints), the weakest link in the value chain determines the flow and throughput of the system. The weakest link must be elevated to whatever extent is possible (which can sometimes reveal a new weakest link), and all other steps in the value chain must be organized around it.
How are software releases often scheduled to ensure full product functionality? A They are rushed to market as soon as new/updated features have been implemented. B Through widespread distribution in a cloud environment. C Products are not released at all until they function perfectly. D They are often staged prior to widespread distribution.
They are often staged prior to widespread distribution
Which of the following statements about the service provider is true? A This is a person or group with its own internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives. B This can be the person authorizing the budget for the consumed service. C This is the generic role an organization takes on when it is the recipient of services. D This can be another entity outside the customer's organization, or both can be part of the same organization.
This can be another entity outside the customer's organization, or both can be part of the same organization
Which of the following statements defines service customers/consumers? A This can be another entity outside the customer's organization, or both can be part of the same organization. B This is someone who sells their services on the open market to other business or individual customers. C This describes a person or group with its own internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives. D This is the generic role an organization takes on when it receives services.
This is a generic role an organization takes on when it receives services
What is the purpose of the service configuration management practice? A To ensure that service availability and performance are maintained at an adequate level in case of a disaster B To set clear business-related targets for service performance so that delivery of a service can be properly assessed, monitored, and managed against the targets C To ensure that accurate and reliable information about the configuration of services and the CIs that support them is available when and where it's needed D To ensure that services deliver agreed levels of availability to meet the needs of customers and users
To ensure that accurate and reliable information about the configuration of services and the CIs that support them is available when and where it's needed
What is the role of the feedback in the progress iteratively with feedback principle? A To improve customer experience B To facilitate the understanding of the efficiency and effectiveness of value chain activities C To avoid or mitigate the presence of organizational silos D To manage internal and external service consumers through the coordination and integration of the four dimensions of service management
To facilitate the understanding of the efficiency and effectiveness of value chain activities ***The roles of feedback are to facilitate the understanding of: - The efficiency and effectiveness of value chain activities - The effectiveness of service governance and management controls - Interfaces between the organization and its partner-supplier network - Demand for products and services - End-user and customer perception of the value created
Which business-oriented measurement is calculated by multiplying incident duration by the number of customers impacted, or by adding up the number of minutes each customer is affected? A Number of lost transactions B User outage minutes C User satisfaction D Lost business value
User outage minutes ***This is a business oriented measurement of availability management, calculated by multiplying incident duration by the number of users affected, or by addition of the duration of time (in minutes) that each user is affected
The purpose of which step of the continual improvement model is to clearly define what the starting point looks like? A How do we get there? B Take action. C Where are we now? D What is the vision?
Where are we now?
What is the term for a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available? A Event B Service action C Change control D Workaround
Workaround
An organization engages in the activity of managing consumer resources necessary to use a service to address ______________. A service provision B service relationship management C the supplying of goods D service consumption
service consumption **An organization engages in the activity of managing consumer resources necessary to use a service to address service consumption. Another example of an organization's engagement in service consumption is through service actions performed by users, (e.g., using the provider's resources, requesting access
How is output described?
a tangible or intangible delivery of an activity
The purpose of the ______________ practice is to ensure that services deliver agreed-upon levels of availability to meet the needs of customers and users.
availability management
Question 42 :The _______________ practice is a major contributor to the transition component of the design and transition value chain activity. A problem management B incident management C change control D release management
change control
A service is a means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage: A utility. B cost and risk. C partners and suppliers. D warranty.
cost and risk ***a service is a means of enabling value co-creation by facilitating outcomes desirable to customers--without their having to manage cost and risk
An _______________ is defined as any change of state that has significance for the management of a service or other CI (configuration item).
event
The weakest link of a value stream can be determined by value stream mapping, which is a Lean practice that: Each correct answer represents a complete solution. Choose all that apply. A examines the stream. B sets improvement objectives. C undertakes initiatives. D quantifies waste.
examines the stream quantifies waste
The term ____________________ is defined as a loss of ability to operate according to specification or deliver the output or outcome required.
failure
The purpose of the _____________________ practice is to minimize the negative impact of unplanned interruption or reduction in the quality of service by restoring normal service operation as quickly as possible. A problem management B incident management C monitoring and event management D IT asset management
incident management
A _____________________ is a problem that's been analyzed but not resolved.
known error
An organization engages in the activity of service-level management and continual improvement to: A provide services. B manage service relationships. C consume services. D gain access to resources.
provide services ****An organization engages in the activity of service-level management and continual improvement to provide services. Examples of such activities include management of the provider's resources configured to deliver the service, ensuring user access to these resources, fulfillment of agreed-upon service actions, and possible supplying of goods.
The purpose of the ______________________ practice is to ensure that service availability and performance are maintained at acceptable levels in case of disaster. A service continuity management B incident management C IT asset management D service configuration management
service continuity management ***The purpose of the service continuity management practice is to ensure that the availability and performance of a service are maintained at sufficient levels in case of disaster. This practice offers a framework for organizational resilience to produce an effective response to the disaster that serves to safeguard the interests of stakeholders, as well as the organization's reputation, brand, and value creation activities. ** incident management = This practice is specifically concerned with minimizing the negative impact of incidents by restoring normal service operation in the shortest possible time.
Developments in technology have a direct, beneficial effect on ______________. A dimension B utility C value D service management
service management **Developments in technology have a direct, beneficial effect on service management. AI (artificial intelligence), machine learning, and other cognitive computing solutions are used at all levels, from strategic planning and portfolio optimization to system monitoring and user support.
The purpose of the plan value chain activity is: A to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management. B to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders. C to ensure that service components are available when and where they are needed, and that they meet agreed specifications. D to ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations.
to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management
