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WorksheetsITIL 4-6
Total questions: 39
Worksheet time: 2hrs 57mins
Name
Class
Date
1.
What is the step after 'where do we want to be' in the continual improvement model?
a)
What is the vision
b)
How do we get there
c)
Did we get there
d)
Where do we want to be
2.
What is a normal change?
a)
A change that doesn't need risk assessment because the procedure has been pre-authorized
b)
A change that is routine in nature, is fully doucmented, and the risks are well understood
c)
A change that doesn't need risk assessment because it is required to resolve an incident
d)
A change that is assessed, authorized, and scheduled as part of 'continual improvement'
3.
You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?
a)
Standard
b)
Normal
c)
Emergency
d)
Routine
4.
What is usually included as part of 'incident management'?
a)
Authority to implement changes to a system
b)
Observation of all services and service components to identify any changes in state
c)
Detailed procedures for the diagnosis of incidents
d)
Use of specialized knowledge for complecated incidents
5.
Which practice would include a formalized process for logging unplanned interruptions to a service?
a)
Incident management
b)
Change management
c)
Problem management
d)
Service level management
6.
During incident management, what is it called when the incident is passed on to the next higher level of technician?
a)
Promotion
b)
Escalation
c)
Postponement
d)
Reduction
7.
In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?
a)
Engage
b)
Improve
c)
Design and transition
d)
Deliver and support
8.
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?
a)
Incident
b)
Workaround
c)
Problem
d)
Known-error
9.
What is NOT a phase in problem management?
a)
Problem Identification
b)
Problem Control
c)
Incident analysis
d)
Error control
10.
How does 'service request management' contribute to the 'obtain/build' value chain activity?
a)
It analyzes data to indentify opportunities to provide new services request option
b)
It collects user-specific requirements, set expectations, and provide status updates
c)
By initiating standard changes to fulfill service requests
d)
It acquires pre-approved service components to help fulfill service requests
11.
Which is a recommendation of the ‘service desk’ practice?
a)
Service desk should never use technologies such as SMS and chat functions
b)
Service desk should be highly technical in fucntions
c)
Service desk should have a practical understanding of the users and their needs
d)
Service desk should always be local to the organization they support
12.
Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What service desk structure does this describe?
a)
Virtual
b)
Centralized
c)
Follow-the-sun
d)
Local
13.
How does 'service level management' contribute to the 'design and transition' value chain activity?
a)
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
b)
Provides feedback from interactions with customers into new or changed services
c)
Provides information about the actual service performance and trends
d)
Provides objective for component and service performance and services
14.
How should measures and metrics be used to measure your service level management levels?
a)
To measure the performance of a component in the system
b)
To measure the performance of the entire system
c)
To measure the availability of a network
d)
To provide a representation of the actual customer's experience
15.
Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?
a)
Business Partnership Agreement
b)
Service Level Agreement
c)
Interconnection Service Agreement
d)
Memorandum of Understanding
16.
What is the definition of a user?
a)
A person who uses services
b)
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
c)
A person who authorize budget for service consumption
d)
A person who works for an organization other than the service provider
17.
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.
a)
Requirements
b)
Functions
c)
Capabilities
d)
Products
18.
What is the definition of a configuration item?
a)
A means of enabling value co-creation by facilitating outcomes that customer wants to achieve, without the customer having to manage specific cost and risks
b)
Any valuable component that can contribute to the delivery of an IT product or service
c)
A perticular set of settings or options on agiven piece of equipment
d)
Any component that needs to be managed in order to deliver an IT service
19.
Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service.
a)
Planned
b)
Unplanned
c)
Scheduled
d)
Expected
20.
What is the purpose of the 'change control' practice?
a)
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
b)
Making new and changed services and features for use
c)
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of succesful IT changes
d)
Aligning an organizations's practices and services with changing business needs through ongoing identification and improvement of all elements involved in the effective management of products and services
21.
What is the purpose of the 'deployment management' practice?
a)
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
b)
Making new and changed services and features available for use
c)
Moving new or changed hardware, software, documentation, processess, or any other service component to live environments
d)
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service request in an effective and user-friendly manner
22.
What is the purpose of the 'service level management' practice?
a)
Establishing and nurturing links between an organization and its stake-holders at strategic and tactical levels
b)
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
c)
Ensuring that organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
d)
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
23.
What is defined as the practice of planning and managing the full lifecycle of all IT assets?
a)
Change control
b)
IT asset management
c)
Release management
d)
Deployment management
24.
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.
a)
Availability
b)
Event
c)
Incident
d)
Problem
25.
OHITraining 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?
a)
Service Consumption
b)
Service provision
c)
Service Offering
d)
Warranty of a service
26.
Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service consumer. 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.
a)
Value
b)
Outputs
c)
Outcomes
d)
Costs
27.
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?
a)
Output
b)
Value
c)
Cost
d)
Outcome
28.
Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes 'focus on value' in this context?
a)
Mandatory Actions
b)
Guiding principle
c)
Governance
d)
Value
29.
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?
a)
Collaborate and promote visibility
b)
Think and work holistically
c)
Foucs on value
d)
Progress iteratively with feedback
30.
Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?
a)
Start where you are
b)
Focus on value
c)
Optimize and automate
d)
Progress iteratively with feedback
31.
A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario?
a)
Preogress iteratively with feedback
b)
Optimize and automate
c)
Start where you are
d)
Focus on value
32.
Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?
a)
Keep it simple and practical
b)
Focus on value
c)
Collaborate and promote visibility
d)
Start where you are
33.
What refers to the process of improving and increasing the efficiency of a process or service?
a)
Automation
b)
Optimization
c)
Value
d)
Warranty
34.
Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change?
a)
Information and Technology
b)
Organization and People
c)
Partners and Suppliers
d)
Value stream and Processes
35.
OHI Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of service management best represents this series of actions that is occurring through automation?
a)
Organizations and People
b)
Information and technology
c)
Value stream and processes
d)
Partners an Suppliers
36.
Which ITIL concept describes guiding principles?
a)
Service Value System
b)
Four dimension of service management
c)
Service value chain
d)
Practices
37.
Which of the following is NOT an activity within the service value chain?
a)
Plan
b)
Obtain/build
c)
Continual improvement
d)
Engage
38.
Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?
a)
Deliver and support
b)
Obtain/build
c)
Design and transition
d)
Plan
39.
During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?
a)
What is the vision
b)
Where do we want to be
c)
Did we get there
d)
Where are we now
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