ITIL 4 Question Recap

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

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.

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

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

What is the definition of an IT asset?

Any valuable component that can contribute to the delivery of an IT product or service

Which ITIL concept describes practices?

Service value system

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

Practice

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

Practice

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

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

How does 'service request management' contribute to the 'deliver and support' value chain activity?

It ensures that users continue to be productive when they need assistance from the service provider

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

Acquiring pre-approved service components to help fulfill service requests

What activity is the main channel for communication and collaboration with users?

Service desk

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

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

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

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

Initiating standard changes to fulfill service requests

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

It analyzes data to identify opportunities to provide new service request options

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

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

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

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

Service desk

Which describes outputs?

Tangible or intangible deliverables

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

Focus on value

Which value chain activity includes portfolio decisions for design and transition?

Plan

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

What is the vision

When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur?

The high-level direction of the initiative has been understood

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

What is a normal change?

A change that needs to be assessed, authorized, and scheduled by a change authority

What are guiding principles considered?

Recommendations

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

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

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

Service desk

Identify the missing word 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

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

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

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

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

During which step of the continual improvement model is change management and release management usually performed?

Take action

Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?

Improve

Which ITIL concept describes continual improvement

Service value system

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

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

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

Continual improvement

Which ITIL concept describes guiding principles?

Service value system

Dion Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of service management best represents this series of actions that is occurring through automation?

Value streams and processes

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

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 user?

A person who uses services

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 'change enablement' practice?

Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes

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

Moving new or changed hardware, software, documentation, processes, or any other service component to live environments

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 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 the 'obtain/build' value chain activity?

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

What is NOT a phase in problem management?

Incident analysis

What is usually NOT included as part of 'incident management'?

Detailed procedures for the diagnosis of incidents

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

Design and transition

Each time users attempt to log on to the domain using their username and password, they receive an error that 'the authentication server is not responding'. This is happening to multiple users across the network. How would you categorize this issue?

Problem

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 service model would the IT Director create this goal?

Where do we want to be

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

What should NOT be included in incident management?

Detailed procedures on how to diagnose, investigate, and resolve incidents

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

What does a centralized service desk require?

Remote access tools

How should an organization adopt ‘continual improvement’ methods?

Select a few key methods to suit the types of improvement that the organization handles

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

Utility

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

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

Dion Training has outsourced the development of a mobile application to support their students' learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?

Service consumption

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

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

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

Which statement about the value chain activities is CORRECT?

Service value chain activities receive and provide triggers for further actions to be taken

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

Normal

Which statement about a change authority is CORRECT?

A change authority should be assigned for each type of change and change model

Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.

Automated

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

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 definition of an incident?

An unplanned interruption to a service or reduction in the quality of a service

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

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

Making new and changed services and features available for use

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

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

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

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