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WorksheetsITIL 4-8
Total questions: 40
Worksheet time: 2hrs 0mins
Name
Class
Date
1.
Which is a recommendation of the ‘service desk’ practice?
a)
Service desks should never use technologies such as SMS and chat functions
b)
Service desk should be highly technical functions
c)
Service desk should have a practical understanding of their business
d)
Service desk should always be a physical team in a single fixed location
2.
What does a centralized service desk require?
a)
Walk-in service hours
b)
Robotic process automation
c)
Good workflow systems from routing and escalation
d)
Outsourced employees
3.
How does 'service level management' contribute to the 'deliver and support' 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 information about the actual service performance and trends
d)
Provides feedback from interactions with customer into new or changed services
4.
What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?
a)
Memorandum of understanding
b)
Business Partnership Agreement
c)
Service level Agreement
d)
Interconnection Service agreement
5.
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?
a)
Virtual
b)
Centralized
c)
Follow-the-sun
d)
Local
6.
What is the definition of a sponsor?
a)
A person who uses the service
b)
A person who authorizes budget for service consumption
c)
A person who works for the organization other than service provider
d)
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
7.
Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.
a)
The contracted
b)
Established
c)
Inexpensive
d)
Agreed
8.
What is the definition of an incident?
a)
The addition, modification, or removal of anything that could have a direct or indirect effect on services
b)
An unplanned interuuption to a service or reduction in the quality of a service
c)
A cause, or potential cause, of one or more incidents
d)
A problem that has been analyzed but has not been resolved
9.
Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved
a)
Change
b)
Incident
c)
Event
d)
Problem
10.
What is the purpose of the 'release management' practice?
a)
Moving new or changed hardware, software, documentation, process, or any other service component to live environments
b)
making new changed services and features for use
c)
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
d)
Supporting the agreed quality of a service by handing all pre-defined, user-initiated service requests in an effective and user-friendly manner
11.
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 changed services and features for use
c)
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
d)
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
12.
What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?
a)
Relationship management
b)
Service Request management
c)
Service level management
d)
Service desk
13.
What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?
a)
Problem management
b)
Monitoring and event management
c)
Service level management
d)
Incident management
14.
Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
a)
Problem management
b)
Service desk
c)
Service level management
d)
Service request management
15.
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)?
a)
Service Offering
b)
Service relationship management
c)
Service provision
d)
Service consumption
16.
Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve
a)
Utility
b)
Value
c)
Output
d)
Warranty
17.
Which describes the assurance that a product or service will meet agreed requirements?
a)
Utility
b)
Warranty
c)
Value
d)
Output
18.
How often should the guiding principles be changed within your organization?
a)
Monthly
b)
Quarterly
c)
Yearly
d)
Never
19.
What is the main benefit of following the guiding principle of 'progress iteratively with feedback'?
a)
Faster response to customers and business needs
b)
Overall lower quality in the project
c)
reduced flexibility
d)
Longer periods of time before a product is delivered
20.
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'?
a)
Focus on value
b)
Keep it simple and practical
c)
Optimize and automate
d)
Collaborate and promote visibility
21.
Which guiding principle requires coordination across the organization in order to best understand how a complicated service works?
a)
Think and work holistically
b)
Keep it simple and practical
c)
Optimize and automate
d)
Focus on value
22.
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?
a)
Progress iteratively with feedback
b)
Optimize and automate
c)
Keep it simple and practical
d)
Focus on value
23.
Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?
a)
Think and work holistically
b)
Progress iteratively with feedback
c)
Focus on value
d)
Optimize and automate
24.
OHI Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources?
a)
Partners and Suppliers
b)
Value streams and processes
c)
Organization and People
d)
Information and technology
25.
Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of service management would this decision best be considered?
a)
Information and technology
b)
Organization and people
c)
Partners and suppliers
d)
Value streams and processes
26.
Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services
a)
Activities
b)
Practices
c)
Service value system
d)
Service value chain
27.
Which statement about the value chain activities is CORRECT?
a)
Practices are considered a value chain activity
b)
Continual improvement is considered a value chain activity
c)
Service value chain activities receive and provide triggers for further actions to be takes
d)
Activities within a service value chain operate independantly fomr each other
28.
Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer's request for assistance?
a)
Obtain/build
b)
Improve
c)
Design and transistion
d)
Deliver and support
29.
Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?
a)
Where do we want to be
b)
Take action
c)
Where are we now
d)
How do we get there
30.
What is the step after 'how do we keep the momentum going' in the continual improvement model?
a)
Did we get there
b)
How do we get there
c)
What is the vision
d)
Where are we now
31.
Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?
a)
Standard
b)
Normal
c)
Emergency
d)
All three of these
32.
Which statement about a change authority is CORRECT?
a)
A single change authority should be assigned to authorize all types of change model
b)
Normal changes are pre-authorized and do not need a change authority
c)
A change authority should be assigned for each type of change and change model
d)
Emergency changes can be implemented without authorization from a change authority
33.
A standard change has been initiated to create an email account for a new user. Who should authorize this change?
a)
The user's manager should authorize the change
b)
The change authority must authorize all changes
c)
The user can authorize it himself
d)
Standard changes are already pre-authorized
34.
What is the best description of an emergency change?
a)
A change that doesn't need risk assessment because the procedure has been pre-authorized
b)
A change that needs to be assessed, authorized, and scheduled by a change authority
c)
A change that must be implemented as soon as possible because it is required to resolve an incident ot security issue
d)
A change that is assessed, authorized, and scheduled as part of 'continual improvement'
35.
Which practice would include a formalized process for logging unplanned reduction in the quality of a service?
a)
Change management
b)
Incident management
c)
Problem management
d)
Service level management
36.
Who can report an incident?
a)
Service desk anlalyst
b)
End user
c)
System administrator
d)
Anyone
37.
You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?
a)
Plan
b)
Improve
c)
Engage
d)
Obtain/build
38.
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as?
a)
Incident
b)
Known-error
c)
problem
d)
Event
39.
Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.
a)
Increased
b)
Reduced
c)
Eliminated
d)
Automated
40.
How does 'service request management' contribute to the 'deliver and support' value chain activity?
a)
It ensures that user continue to be productive when they need assitance from the service provider
b)
It collects user-specific requirements, set expectation, and provides status updates
c)
It analyze data to identify opportunities to provide ne service request options
d)
By acquiring pre-approved service components
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