What is the definition of an incident?

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

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

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

A problem that has been analyzed but has not been resolved

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

making new changed services and features for use

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

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

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

What is the purpose of the 'change control' practice?

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

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

making new changed services and features for use

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

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

As a OHI 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 (OHI 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

What is the main benefit of following the guiding principle of 'progress iteratively with feedback'?

Faster response to customers and business needs

Overall lower quality in the project

Longer periods of time before a product is delivered

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'?

Collaborate and promote visibility

You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, "Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'If the account doesn't belong to one of the above three categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours." What guiding principle is Nancy recommending you to follow with her approach to solving this problem?

Progress iteratively with feedback

Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?

Progress iteratively with feedback

Which statement about the value chain activities is CORRECT?

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

Practices are considered a value chain activity

Continual improvement is considered a value chain activity

Activities within a service value chain operate independantly fomr each other

Which statement about a change authority is CORRECT?

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

A single change authority should be assigned to authorize all types of change model

Normal changes are pre-authorized and do not need a change authority

Emergency changes can be implemented without authorization from a change authority

A standard change has been initiated to create an email account for a new user. Who should authorize this change?

Standard changes are already pre-authorized

The user's manager should authorize the change

The change authority must authorize all changes

The user can authorize it himself

What is the best description of an emergency change?

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

A change that doesn't need risk assessment 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'

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

It ensures that user continue to be productive when they need assitance from the service provider

It collects user-specific requirements, set expectation, and provides status updates

It analyze data to identify opportunities to provide ne service request options

By acquiring pre-approved service components

ITIL 4-8

Authored by Omantel Ohi

Professional Development

Used 388+ times

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40 questions

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MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Which is a recommendation of the ‘service desk’ practice?

Service desks should never use technologies such as SMS and chat functions

Service desk should be highly technical functions

Service desk should have a practical understanding of their business

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

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What does a centralized service desk require?

Walk-in service hours

Robotic process automation

Good workflow systems from routing and escalation

Outsourced employees

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

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 customer into new or changed services

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?

Memorandum of understanding

Business Partnership Agreement

Service level Agreement

Interconnection Service agreement

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

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

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the definition of a sponsor?

A person who uses the service

A person who authorizes budget for service consumption

A person who works for the organization other than service provider

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

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.

The contracted

Established

Inexpensive

Agreed

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ITIL 4-8

Which is a recommendation of the ‘service desk’ practice?

What does a centralized service desk require?

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

What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?

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?

What is the definition of a sponsor?

Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.

What is the definition of an incident?

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

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

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