WorksheetsITIL 4-7
Total questions: 40
Worksheet time: 2hrs 0mins
Name
Class
Date
1.
What is the definition of service management?
a)
A set of specialized organizational capabilities for enabling value to customers
b)
The means by which on organization is directed and controlled
c)
A method for visulizing work, identifying potential blockages and resource conflicts, and managing work in progress
d)
A means of enabling value co-creation by facilitating outcomes that customer want to achieve without customer having to manage specific cost and risks
2.
Identify the missing word(s) in the following sentence. A user is a person who uses [?].
a)
Products
b)
Services
c)
Functionality
d)
Outputs
3.
What is the definition of a change?
a)
The addition, modification, or removal of anything that could have a direct or indirect effect on services
b)
An unplanned interruption to a service or reduction in the quality of a service
c)
A cause, or potential cause, of one or more incidents
d)
An issue that has been analyzed but has not been resolved
4.
What is defined as a cause, or potential cause, of one or more incidents?
a)
Changed
b)
Known errors
c)
Problem
d)
Events
5.
What is the purpose of the 'IT asset management' practice?
a)
Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way
b)
Planning and managing the full lifecycle of all IT assets
c)
Ensuring that services deliver agreed levels of of availability or that change can be assessed
d)
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
6.
What is the purpose of the 'continual improvement' 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)
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
c)
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
d)
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
7.
What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
a)
Information Security management
b)
Availability Management
c)
Service continuity management
d)
Change control
8.
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?
a)
Supplier management
b)
Service level management
c)
capacity and performance management
d)
Monitoring and event management
9.
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.
a)
Availability
b)
Event
c)
Incident
d)
Problem
10.
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?
a)
Service offering
b)
Service relationship management
c)
Service provision
d)
Service consumption
11.
What term best describes a service that is 'fit for purpose'?
a)
Warranty
b)
Output
c)
Utility
d)
Outcomes
12.
Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.
a)
Utility
b)
Warranty
c)
Value
d)
Outcomes
13.
Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management
a)
Mandatory actions
b)
Prescriptive requirements
c)
Governance
d)
Recommendations
14.
Fill in the blank. According to the guiding principles, "Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders
a)
Value
b)
Outcome
c)
Outputs
d)
Utility
15.
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?
a)
Optimize and automate
b)
Progress iteratively with feedback
c)
Start where you are
d)
Focus on value
16.
Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?
a)
Keep it simple and practical
b)
Think and work holistically
c)
Optimize and automate
d)
Collaborate and promote visibility
17.
Which guiding principle is focused on using the minimum number of steps to accomplish an objective?
a)
Keep it simple and practical
b)
Progress iteratively with feedback
c)
Optimize and automate
d)
Collaborate and promote visibility
18.
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?
a)
Identify all of the steps in the process and create an automated workflow that will route the form electronically to the authorized signaotries
b)
Identify all of the steps in the process and eliminate any unnecessary steps in the process
c)
Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process
d)
Create a new process first and then automate
19.
Which dimension of service management should be considered when deciding whether or not moving the organization's web server from an on-premise solution to the cloud is a good decision in terms of compliance and security?
a)
Organizations and People
b)
Value streams and Processes
c)
Information and Technology
d)
Partners and Supplier
20.
OHI Training Solutions is an Authorized Training Organization for Axelos. Which service management dimension would be focused on the relationship between Dion Training Solutions and Axelos in regards to the company's delivery of ITIL 4 Foundation training to students?
a)
Organizations and People
b)
Information and Technology
c)
Partners and Suppliers
d)
Value Stream and Processes
21.
What is the end result of the service value system?
a)
Activities
b)
Value
c)
Practices
d)
Demand
22.
Which of the following is NOT an activity within the service value chain?
a)
Engage
b)
Guiding principle
c)
Delivery and Support
d)
Obtain/build
23.
Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?
a)
Improve
b)
Deliver and Support
c)
Obtain/build
d)
Design and transition
24.
Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual service model would the IT Director create this goal?
a)
What is the vision
b)
How do we get there
c)
Where do we want to be
d)
Where are we now
25.
Your company is undergoing an improvement initiative to reduce the number of physical servers in the data center by 50%. You are working as part of the deployment team trying to achieve this goal. You are currently migrating physical servers into virtualized systems and removing the physical servers from the data center. Which step of the continual improvement model are you working on?
a)
Take action
b)
Where are we now
c)
How do we get there
d)
Where do we want to be
26.
Your company's web server is currently experiencing a denial of service attack which is preventing external users from accessing the company's e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall's access control list. Normally, any changes to the firewall's access control list must be approved through change management first. Which type of change should be initiated by the information security team?
a)
Standard
b)
Normal
c)
Emergency
d)
Critical
27.
What is a standard change?
a)
A change that is assessed, authorized, and scheduled as part of 'continual improvement'
b)
A change that is routine in nature, is fully documented, and the risks are well understood
c)
A change that needs to be assessed, authorized, and scheduled by a change authority
d)
A change that doesn't need risk assessment because it is required to resolve an incident
28.
You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?
a)
Standard
b)
Normal
c)
Emergency
d)
Routine
29.
What should NOT be included in incident management?
a)
A formal process for logging and managing incidents
b)
Detailed procedures on how to diagnose, investigate, and resolve incidents
c)
Technique for making investigation and diagnosis more efficient
d)
Scripts for the collection of information during initial contact with a user
30.
Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?
a)
Problem management
b)
Service level management
c)
Change management
d)
Incident management
31.
Each time users attempt to log on to the domain using their username and password, they receive an error that 'the authentication server is not responding'. This is happening to multiple users across the network. How would you categorize this issue?
a)
Incident
b)
Workaround
c)
Problem
d)
Events
32.
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won't arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?
a)
Incident
b)
Workaround
c)
Problem
d)
Events
33.
How does ‘service request management’ contribute to ‘design and transition’ activity?
a)
By collecting user-specific request requirements
b)
By acquiring pre-approved service components
c)
It analyze date to identify opportunities to provide new service request options
d)
By initiating standard changes to fulfill service requets
34.
What is an example of an action a service request management employee would undertake as part of the 'improve' activity?
a)
Provide trend, quality, and feedback information about requests
b)
Initiate and fulfill standard changes
c)
Communicate with consumers to understand their requirements
d)
Fulfill the consumer's service requests through acquisition of service components
35.
What does a centralized service desk require?
a)
Local service desk analysts
b)
Complex Automation
c)
24x7 support
d)
Remote access tools
36.
Your company has three service desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India. What type of service desk model is your company using?
a)
Virtual
b)
Centralized
c)
Follow-the-sun
d)
Local
37.
What should be included in every service level agreement?
a)
Partners contractual obligations
b)
Clearly defined service outcomes
c)
Suppliers contractual obligations
d)
Detailed metrics to capture availability of the system
38.
How does 'service level management' contribute to the 'obtain/build' value chain activity?
a)
Provides objectives for component and service performance for products and services
b)
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
c)
Provides feedback from interactions with customers into new or changed services
d)
Provides information about the actual service performance and trends
39.
What is an example of an action a service request management employee would undertake as part of the 'engage' activity?
a)
Provide trend, quality, and feedback information about requests
b)
Initiate and fulfill standard changes
c)
Communicate with consumers to understand their requirements
d)
Fulfill the consumer's service requests through acquisition of service components
40.
How should an organization adopt ‘continual improvement’ methods?
a)
Use a new method for each improvement that the organization handles
b)
Select a few key methods to suit the types of improvement that the organization handles
c)
Build the capability to use as many improvement methods as possible
d)
Select a single method for all improvements that the organization handles
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