itil 4 - dion with accurate solutions + explanations(pass guaranteed)

Which ITIL concept describes practices?

Seven guiding principles

Service value system

Service value chain

Four dimensions of service management

The components of the service value system are 'guiding principles', 'governance', 'service value chain', 'practices', and 'continual improvement'.

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

Service Provision

Service Offering

Service consumption

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?

Optimize and automate

Keep it simple and practical

Collaborate and promote visibility

Start where you are

'start where you are' because the current state is being investigated and observed directly to ensure it is fully understood before attempting to fix the service. Before attempting to improve an existing service, you must first analyze the current state and then 'start where you are'.

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

Where are we now

How do we get there

Take action

'did we get there' step is focused on checking the new state of the improvement initiative and comparing it to the original baseline to determine if the desired goal has been reached.

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

What is the vision

Where are we now

How do we get there

Where do we want to be

The 'where are we now' step is focused on determining the current state of the organization, including mapping out existing processes, conducting objective measurement through metrics, and available resources.

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

Detailed procedures for the diagnosis of incidents

Formalized processes for logging incidents

Observation of all services and service components to identify any change in state

Authority to implement changes to a system

This process does not usually include detailed procedures on how to diagnose, investigate, and resolve incidents.

Which of the following is NOT a problem identification activity?

Detecting duplicate and recurring issues

Logging an incident

Performing trend analysis of incident records

Analysis of multiple incidents that may be linked together

Logging an incident is part of the Incident Management activities. Problem management is focused on performing trend analysis of incidents records, detecting duplicate or recurring issues, and analyzing the incidents to identify trends or linked issues.

What is NOT a phase in problem management?

Problem identification

Error control

Problem control

Incident logging

Problem management involves three distinct phases: problem identification, problem control, and error control.

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?

Virtual

Centralized

Follow-the-sun

Local

A centralized service desk includes a team of employees working in a single location.

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?

Incident

Workaround

Problem

Known error

A known error is a problem that has been analyzed but has not been resolved. Since the issue is known (hard drive is out of space), but not resolved (moving the large files to an external device to free up space), this is a known error.

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

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Provides feedback from interactions with customers into new or changed services

Collects and processes feedback from customers and users

Provides information about the actual service performance and trends

The 'engage' activity in the service level management practice collects and processes feedback from customers and users.

Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

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.

Which of these are a key focus of the 'value streams and processes' dimension?

Workflow management and inventory systems

Activities that transform inputs into outputs

Roles and responsibilities

Contracts and agreements

The 'value streams and processes' dimension focuses on what activities the organization undertakes, and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively. A key focus of the 'value streams and processes' dimension are processes which are activities that transform inputs into outputs.

Which ITIL concept describes continual improvement?

Service value system

Four dimensions of service management

Service value chain

Practices

The components of the service value system are 'guiding principles', 'governance', 'service value chain', 'practices', and 'continual improvement

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

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

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

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

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

This is the 'improve' activity. Improve includes the analysis of data to identify opportunities to provide new service request options.

What is a service level agreement used for?

To measure the performance of services from a customer's point of view

To measure the performance of the service availability

To measure the performance of the service capability

To measure the performance of the service from the service provider's point of view.

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 'plan' value chain activity?

Uses feedback from users about the service and requirements from customers to make the service better

Provides information about the actual service performance and trends

Collects and processes feedback from customers and users

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

The 'plan' activity in the service level management practice supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends

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

Cost

Outputs

Benefits

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

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.

Product

Outputs

Asset

Configuration item

A configuration item is any component that needs to be managed in order to deliver an IT service.

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.

Availability

Event

Incident

Problem

Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

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 offering

Service relationship management

Service provision

Service consumption

Service relationship management refers to the joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. In this example, Google is acting as the service provider and Dion Training is acting as the service consumer for the email services. This enables the co-creation of value to Dion Training and aids in their ability to provide email support to their students.

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?

Think and work holistically

Keep it simple and practical

Optimize and automate

Focus on value

Opt and auto. When analyzing a practice, process, service, metric, or other improvement targets, always ask whether it contributes to value creation. If value is not being created, then eliminate the unnecessary steps to simplify the process.

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

Plan

Engage

Delivery and Support

Practice

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?

Standard

Normal

Emergency

Routine

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). In this example, the system is currently working perfectly fine, but you want to add a new function/feature to improve it. This should go through the normal change process. (Note: Routine is not a type of change in ITIL 4.)

Who is responsible for approving a change within the organization?

CEO

IT Director

Service desk analyst

Change authority

The change authority is a person or group responsible for authorizing a change. For a standard change, the change might be pre-authorized for all future changes of the same type. For an emergency change, this might be the IT director. Regardless of their named position, when they are authorizing a change based on the organization's defined level of authority, they are the change authority.

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

Problem

Event

Incident

Resolution

An incident is an unplanned interruption to a service or reduction in the quality of a service.

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?

Incident

Workaround

Problem

Event

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.

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

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

By initiating standard changes to fulfill service requests

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

This is the 'deliver and support' activity. Deliver and support ensures 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 based on operational metrics

Your supervisor's data is based on business metrics

Your supervisor's data is based on availability metrics

Your supervisor's data is not based on business outcomes

Often, service level management reviews show as a 'watermelon', all green on the outside and red on the inside. This means that teams are often measuring the wrong things. For example, if you are measuring the uptime of a single server, this isn't important to the end user or business objective or outcome. Instead, there should be a balanced 'bundle' of metrics to properly account for the business objectives as defined by outcomes and not simply operational metrics.

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

Ensuring users continue to be productive when they need assistance from the service provider

Collecting user-specific requirements, setting expectations, and providing status updates

Acquiring pre-approved service components to help fulfill service requests

Initiating standard changes to fulfill service requests

This is the 'design and transition' activity. Standard changes to services can be initiated and fulfilled as service requests

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 resolution and closure of complex incidents

It can ensure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA)

It can provide automated matching of incidents to problems or known errors

The system can provide specialized knowledge for solving complicated incidents

It can provide automated matching of incidents to problems or 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

Progress iteratively with feedback

Collaborate and promote visibility

Think and work holistically

value

Which ITIL concept describes guiding principles?

Service value system

Four dimensions of service management

Service value chain

Practices

SVS

What is the definition of a user?

a person who uses

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.

Requirements

Functions

Capabilities

Products

capabilities

define a configuration item

any component that needs to be managed in order to deliver IT service

What is the purpose of the 'service level management' practice?

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

Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services

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

setting clear business based targets so delivery can be properly assessed, monitored and managed

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 consumption

Service provision

Service offering

Warranty of a service

service provision

Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service provider. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider's servers instead.

Value

Outputs

Outcomes

Costs

costs

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

Value

Cost

Outcome

output

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?

Collaborate and promote visibility

Think and work holistically

Focus on value

Progress iteratively with feedback

focus on value

What is a normal 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

A change that doesn't need risk assessment because it is required to resolve an incident

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

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

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

Ensure expected performance levels are maintained

Observation of all services and service components to identify any change in state

Detailed procedures for the diagnosis of incidents

Use of specialized knowledge for complicated incidents

detailed procedures for the diagnosis of incidents

Which practice would include a formalized process for logging unplanned interruptions to a service?

Incident management

Change management

Problem management

Service level management

incident management

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

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

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

By initiating standard changes to fulfill service requests

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

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

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

By collecting user-specific request requirements

By initiating standard changes to fulfill service requests

By providing service request trend and quality information

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

By initiating standard changes to fulfill service requests

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

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Provides feedback from interactions with customers into new or changed services

Provides information about the actual service performance and trends

Provides objectives for component and service performance for products and services

Provides feedback from interactions with customers into new or changed services

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

To measure the performance of a component in the system

To measure the performance of the entire system

To measure the availability of a network

To provide a representation of the actual customer's experience

To provide a representation of the actual customer's experience

Identify the missing word(s) in the following sentence. A user is a person who uses [?].

Products

Services

Functionality

Outputs

services

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 offering

Service relationship management

Service provision

Service consumption

service consumption

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 of the steps in the process and create an automated workflow that will route the form electronically to the authorized signatories

Identify all of the steps in the process and eliminate any unnecessary steps in the process

Identify all the steps in the process, eliminate any unnecessary steps, and then automate th

Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process

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

Improve

Deliver and support

Obtain/build

Design and transition

obtain/build

What is a standard change?

A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

A change that is routine in nature, is fully documented, and the risks are well understood

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

A change that doesn't need risk assessment because it is required to resolve an incident

change routine in nature, fully documented, risks well understood

What should NOT be included in incident management?

A formal process for logging and managing incidents

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

Techniques for making investigation and diagnosis more efficient

Scripts for the collection of information during initial contact with a user

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

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

By collecting user-specific request requirements

By acquiring pre-approved service components

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

By initiating standard changes to fulfill service requests

By initiating standard changes to fulfill service requests

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

Initiate and fulfill standard changes

Communicate with consumers to understand their requirements

Fulfill the consumer's service requests through acquisition of service components

Provide trend, quality, and feedback information about requests

What does a centralized service desk require?

Local service desk analysts

Complex automation

24x7 support

Remote access tools

remote access tools

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

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

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

By acquiring pre-approved service components

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

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

Provides objectives for component and service performance for products and services

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Provides information about the actual service performance and trends

Provides feedback from interactions with customers into new or changed services

Collects feedback during interactions and communicates service performance objectives to the operations and support teams

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?

Virtual

Centralized

Follow-the-sun

Local

local

Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved.

Change

Incident

Event

Problem

problem

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'?

Focus on value

Keep it simple and practical

Optimize and automate

Collaborate and promote visibility

Collaborate and promote visibility

Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.

Activities

Practices

Service value system

Service value chain

service value system

Which statement about the value chain activities is CORRECT?

Practices are considered a value chain activity

Continual improvement is considered a value chain activity

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

Activities within a service value chain operate independently from each other

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

Which practice would include a formalized process for logging unplanned reduction in the quality of a service?

Change management

Incident management

Problem management

Service level management

incident management

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?

Plan

Improve

Engage

Obtain/build

obtain/build