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?

Capacity and performance management

OHI Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google's G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training's students?

Service relationship management

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?

Progress iteratively with feedback

Collaborate and promote visibility

Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?

Collaborate and promote visibility

Progress iteratively with feedback

Which ITIL concept describes practices?

Four dimensions of service management

What is an emergency change?

A change that must be implemented as soon as possible because it is required to resolve an incident or security issue

A change that doesn't need risk assessement because the procedure has been pre-authorized

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

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

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 incidents to problem or known-errors

It can provide automated resolution and clousre of complex incident

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

The system can provide specialized knowledge for solving complicated incidents

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

Scripts for collecting initial information about incidents

Detailed procedures for the diagnosis of incidents

Authority to implement changes to a system

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

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, set expectations, and provides status updates

By initiating standard changes to fulfill service requests

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

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

Analyzing data to indentify opportunities to provide new service request options

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

Initiating standard changes to fulfill service requets

What is true about the service desk?

Service desk should be designed based on your organization, its business processes, and the user requirement

Service desks should always be a physical team in a single fixed location

Service desk should always use a virtual service desk to save money

Service desk should always be local to the organization they support

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 not based on business outcome

Your supervisor's data based on operational metrics

Your supervisor's data based on business metrics

Your supervisor's data based on availability metrics

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

Provides feedback from interactions with customer into new or changed services

Provides information about the actual service performance and trends

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

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

Initiating standard changes to fulfill service requets

Ensuring users to 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

ITIL 4-4

Authored by Omantel Ohi

Professional Development

Used 161+ times

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41 questions

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MULTIPLE CHOICE QUESTION

3 mins • 1 pt

How does categorization of incidents assist incident management

It helps direct the incident to the correct support area

It determines the priority assigend to the incident

It ensures that incident are resolved in times agreed with the customer

It determines how the service provider is perceived

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the definition of utility?

The assurance that a product or service will meet agreed requirements

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

The functionality offered by a product or service to meet a perticular need

A tangible or intangible deliverable that is produced by carrying out an activity

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

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.

Outcome

Cost

Outputs

Benefits

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the definition of an IT asset?

A perticular set of settings or options on a given piece of equipement

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

A means of enabling value co-creation by facilitating outcomes that customer wants to achieve, without the customer having to manage specific costs and risks

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

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

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

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

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

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

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

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

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

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

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

Ensuring that services deliver agreed levels of availability or that change can be assessed

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

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

Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known-errors

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ITIL 4-4

How does categorization of incidents assist incident management

What is the definition of utility?

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.

What is the definition of an IT asset?

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.

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

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

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.

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?

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.

Access all questions and much more by creating a free account

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