ITIL 4 Practice Exam Wrongs

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

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

Outcomes

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

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 ITIL concept describes practices?

Service value system

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

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

You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the targets). Just then, another executive asks, "If everything is showing as 'green', why am I hearing other users complain that the service is always unavailable for use?" What might be the reason for this?

Your supervisor's data is not based on business outcomes

What is 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 can you ensure the incidents with the highest business impact are resolved first?

Implement incident classification

Which incidents should be logged?

Every incident should be logged

What is NOT a phase in problem management?

Problem classification

How does 'service level management' contribute to the 'plan' value chain activity?

Provides information about the actual service performance and trends

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

Functionality

Which describes outputs?

Tangible or intangible deliverables

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

Focus on value

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

Workflow management and inventory systems

Which ITIL concept describes the service value chain?

Service value system

Which step of the continual improvement model states that "each improvement initiative should support the organization's goals and objectives"?

What is the vision

What is the definition of a customer?

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

What term best describes a service that is 'fit for use'?

Warranty

Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training's website. Dion Training is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?

Service consumption

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

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

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

Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don't have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?

Known error

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

Collects and processes feedback from customers and users

During which step of the continual improvement model do you create your objective baseline measurement?

Where are we now

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

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

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

What is the definition of a configuration item?

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

What is the 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

How should measures and metrics be used to measure your service level management levels?

To provide a representation of the actual customer's experience

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 request management’ contribute to ‘design and transition’ activity?

By initiating standard changes to fulfill service requests

How does 'service request management' contribute to the 'obtain/build' value chain activity?

It acquires pre-approved service components to help fulfill service requests

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

What is a normal change?

A change that is scheduled, assessed, and authorized using a standard process

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

Design and transition

Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?

Obtain/build

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

By initiating standard changes to fulfill service requests

How does 'service level management' contribute to the 'obtain/build' value chain activity?

Provides objectives for component and service performance for products and services

What is an example of an action a service request management employee would undertake as part of the 'engage' activity?

Communicate with consumers to understand their requirements

What term best describes a service that is 'fit for purpose'?

Utility

Identify the missing word in the following sentence. [?] management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Problem

What is the definition of service management?

A set of specialized organizational capabilities for enabling value to customers

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

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

Who can report an incident?

Anyone

What is the step after 'how do we keep the momentum going' in the continual improvement model?

What is the vision

Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?

Normal

A standard change has been initiated to create an email account for a new user. Who should authorize this change?

Standard changes are already pre-authorized

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

What does a centralized service desk require?

Good workflow systems for routing and escalation

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 defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?

Relationship management

As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?

Service relationship management

How often should the guiding principles be changed within your organization?

Never

Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an 'information radiator' in the common areas of your floor of the office. This 'information radiator' contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this 'information radiator'?

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