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?

capacity and performance management

Monitoring and event management

OHI 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 relationship management

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?

Progress iteratively with feedback

Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?

Collaborate and promote visibility

Which guiding principle is focused on using the minimum number of steps to accomplish an objective?

Progress iteratively with feedback

Collaborate and promote visibility

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

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

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

Create a new process first and then automate

What is a standard change?

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

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

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

What should NOT be included in incident management?

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

A formal process for logging and managing incidents

Technique for making investigation and diagnosis more efficient

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

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

By initiating standard changes to fulfill service requets

By collecting user-specific request requirements

By acquiring pre-approved service components

It analyze date to identify opportunities to provide new service request options

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

What should be included in every service level agreement?

Clearly defined service outcomes

Partners contractual obligations

Suppliers contractual obligations

Detailed metrics to capture availability of the system

How does 'service level management' contribute to the 'obtain/build' 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 feedback from interactions with customers into new or changed services

Provides information about the actual service performance and trends

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

Provide trend, quality, and feedback information about requests

Initiate and fulfill standard changes

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

How should an organization adopt ‘continual improvement’ methods?

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

Use a new method for each improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

ITIL 4-7

Authored by Omantel Ohi

Professional Development

Used 61+ times

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40 questions

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MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the definition of service management?

A set of specialized organizational capabilities for enabling value to customers

The means by which on organization is directed and controlled

A method for visulizing work, identifying potential blockages and resource conflicts, and managing work in progress

A means of enabling value co-creation by facilitating outcomes that customer want to achieve without customer having to manage specific cost and risks

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

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

Products

Services

Functionality

Outputs

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the definition of a change?

The addition, modification, or removal of anything that could have a direct or indirect effect on services

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

A cause, or potential cause, of one or more incidents

An issue that has been analyzed but has not been resolved

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is defined as a cause, or potential cause, of one or more incidents?

Changed

Known errors

Problem

Events

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the purpose of the 'IT asset management' practice?

Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way

Planning and managing the full lifecycle of all IT assets

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

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

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the purpose of the 'continual improvement' practice?

Supporting the agreed quality of a 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 operation as quickly as possible

Aligning an organization's practices and services with changing business needs through the onging identification and improvement of all elements involved in the effective management of products and services

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

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

Information Security management

Availability Management

Service continuity management

Change control

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ITIL 4-7

What is the definition of service management?

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

What is the definition of a change?

What is defined as a cause, or potential cause, of one or more incidents?

What is the purpose of the 'IT asset management' practice?

What is the purpose of the 'continual improvement' practice?

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

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?

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.

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