ITIL 4-7

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

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

• Products
• Services
• Functionality
• Outputs

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

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

• Changed
• Known errors
• Problem
• Events

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

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

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

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
• Service level management
• capacity and performance management
• Monitoring and event 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.

• Availability
• Event
• Incident
• Problem

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 offering
• Service relationship management
• Service provision
• Service consumption