Welcome to your ITIL 4 Foundations Identify the missing word(s) from the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve. the warranty outcomes the utility outputsHint What is MOST likely to assist with the resolution of simple incidents? Scripts for collecting information from users Invoking disaster recovery plans Detailed knowledge and expertise of support staff Identifying a temporary team to work together Which practice provides a single point of contact for users? Service desk Change management Incident management Service request management When in the management of a problem should a change request be submitted? Select ONE answer. After the costs and benefits of the solution have been analyzed After an effective workaround has been documented After the related incidents have been closed After the problem has been resolved Which value chain activity ensures that people understand how each service contributes to the organization's vision? Plan Improve Engage Deliver and support Which does the 'supplier management' practice support? Capturing demand for incident resolution and service requests Alignment of the organization's services with business needs Provisions of seamless, quality products and services Handling pre-defined, user-initiated service requests Which is included in the purpose of the plan value chain activity? Ensuring people understand the improvement direction for all services. Second Third Fourth Which guiding principle recommends assessing the current state and deciding what can be re-used? Focus on value Start where you are Collaborate and promote visibility Progress iteratively with feedback How does customer engagement contribute to the 'service level management' practice?1. It captures information that metrics can be based on2. It ensures the organization meets defined service levels3. It defines the workflows for service requests4. It supports progress discussions 1 and 4 1 and 2 3 and 4 2 and 4 Which statement about 'incident management' is CORRECT? The service desk should negotiate target incident resolution times with customers Incident priority should be based on IT staff availability to ensure rapid resolution Incidents with a high impact should be managed efficiently to limit resource usage Every incident should be logged and managed, and resolved in a time that meets user expectations What is the definition of an event? Any change of state that has significance for the management of a service or other configuration item Any component that needs to be managed in order to deliver an IT service An unplanned interruption to a service or reduction in the quality of a service Any financially valuable component that can contribute to the delivery of an IT product or serviceHint What are the service value chain activities? Select ONE answer The six service value chain activities define a single value stream designed for a particular scenario Each service value chain activity is an operating model which outlines the key steps in creating demand The six service value chain activities represent the steps an organization takes in the creation of value Each service value chain activity contributes to the value chain by transforming products into servicesHint How does the guiding principle 'start where you are' recommend that observation and measurement should be used? Select ONE answer. Measurement should be the primary means of assessing the current status, supported by observation Measurement should be the single means of assessing current status Observation should be the single means of assessing current status Observation should be the primary means of assessing current status, supported by measurement Which practice has a purpose to ensure that accurate and reliable information about services is available when and where it is needed? Service configuration management Service desk Release management Service level managmentHint Which is MOST important for agreeing service levels? They are agreed in a technology context They are agreed in a business context Derived from system metrics Derived from availability metricsHint Identify the missing word(s) in the following sentence. 'Service management' is a set of specialized organizational capabilities for enabling value for customers in the form of [?] Practices Warranty Services IT assets Identify the missing word(s) in the following sentence. The purpose of IT asset [?] is to plan and manage the full lifecycle of all IT assets. Planning Management Control Activity What is the PRIMARY use of a change schedule? To support 'incident management' and improvement planning. To manage emergency changes. To plan changes and avoid conflict To manage standard changes Which is considered by the guiding principle 'focus on value'? Cooperation between teams Customer and user experience Reduction in human error End-to-end service visibility When in the management of a problem should a change request be submitted? After an effective workaround has been documented After the problem has been resolved After the related incidents have been closed After the costs and benefits of the solution have been analyzed Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options? Optimize and automate Start where you are Focus on value Progress iteratively with feedback What is the starting point for optimization? Understanding the vision and objectives of the organization Securing stakeholder engagement Determining where the most positive impact would be Standardizing practices and servicesHint Which statement about the value chain activities is CORRECT? Select ONE answer. Each value chain activity contributes to the value chain bey transforming specific inputs into outputs. Every practice belongs to a specific value chain activity A specific combination of value chain activities and practices forms a service relationship Service value chain activities form a single stream that enables value creation Which guiding principle considers how the four dimensions of service management work together to create value? Start where you are Think and work holistically Keep it simple and practical Optimize and automate 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 and change models Normal changes are pre-authorized and do not need a change authority Emergency changes can be implemented without authorization from a change authorityHint What should all 'continual improvement' decisions be based on? Details of how services are measured Accurate and carefully analyzed data An up-to-date balanced scorecard A resent maturity assessment Which practice includes carrying out service reviews? Incident management Problem management Service request management Service level management What is a configuration item? Any component that needs to be managed in order to deliver service Any valuable component that can contribute to the delivery of a service. Any addition, modification, or removal that could have an effect on a service Any change of state that has significance for the management of a service Your new question! What is co-created through active collaboration between providers and consumers? Utility Value Risk Warranty What is defined as "the addition, modification, or removal of anything that could have a direct or indirect effect on services"? A change An event An incident Service provisionHint How are the service value chain activities used? To create demand To create value streams To create practices To create guiding principles Why should service desk staff detect recurring issues? To help identify problems To escalate incidents to the correct support team To ensure effective handling of service requests To engage the correct change authorityHint What is the correct order for change enablement? Authorize, deploy, assess Assess, deploy, authorize Authorize, assess, deploy Assess, authorize, deploy Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility Which is a recommendation of the 'continual improvement' practice? There should at least be a small team dedicated to leading 'continual improvement' efforts. All improvements should be managed as multi-phase projects 'Continual improvement' should be isolated from other projects External suppliers should be excluded from improvement initiatives What does service consumption include? Using the service provider's resources Configuring the service provider's resources Ensuring continual value co-creation Providing access to resources for users Which practice ensures that accurate and reliable information is available about configuration items and the relationship between them? Service configuration management Service desk IT asset management Monitoring and event managementHint What does the 'service request management' practice depend on for maximum efficiency? Compliments and complaints Self-service tools Processes and procedures Incident management Which value chain activity transforms requirements and specifications into service components? Deliver and support Engage Obtain/build Plan What should be done first when applying the 'focus on value' guiding principle? Determine who the service consumer is in each situation What is a purpose of the 'change control' (or enablement, but that term is not in the ITIL 4 Foundation book) practice? To systematically observe services and service components and report selected change of state To make new and changes services and features available for use To ensure accurate and reliable information about the configuration of services is available To maximize the number of successful IT changes by ensuring that risks have been properly assessedHint Your new question! Which practice has a purpose that includes helping the organization maximize value, control costs, and manage risks? Relationship management IT asset management Release management Service deskHint Which is a key consideration for the 'keep it simple and practical' guiding principle? Try to create a solution for every exception Understand how each element contributes to value creation Ignore the conflicting objectives of different stakeholders Start with a complex solution, then simplifyHint Identify the missing word in the following sentence. The purpose of the 'service request management' practice is to support the agreed quality of a service by handling all [?], user-initiated service requests in an effective and user-friendly manner. emergency pre-defined manual low-priority Which would be supported by the 'service request management' practice? A request to authorize a change that could have an effect on a service A request from a user for something which is a normal part of service delivery A request to restore service after a service interruption A request to investigate the cause of multiple related incidents Which value chain activity ensures that services are managed to meet agreed upon specifications? Improve Engage Deliver and support PlanHint Which dimension of service management considers governance, management, and communication? Organizations and people Information and technology Partners and suppliers Value streams and processesHint What does the 'improve' value chain activity ensure continual improvement of? Governance, management, and services Utility, warranty, and cost Products, services, and practices Service providers, service consumers, and relationships Which guiding principle recommends that the four dimensions of service management are considered? Think and work holistically Progress iteratively with feedback Focus on value Keep it simple and practicalHint What is the definition of a user? A person who uses services A person who defines the requirements for a service A person who uses suppliers A person who authorizes budget for service consumptionHint Which should be handled using the 'service request management' practice? A request for a technology change that will be assessed by a technical team A request to resolve the underlying cause of an incident A request from a customer to develop a new IT service A request from a user for a provision of a pre-defined resourceHint What considerations influence the supplier strategy of an organization? Contracts and agreements Type of cooperation with suppliers Corporate culture of the organization Level of formality How do all value chain activities transform inputs to outputs? By determining service demand By using a combination of practices By using a single functional team By implementing process automationHint A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of? Value An outcome Warranty A service offering Which role authorizes budget for service consumption? Customer User Sponsor Service provider Which guiding principle is PRIMARILY concerned with consumer's revenue and growth? Keep it simple and practical Optimize and automate Progress iteratively with feedback Focus on valueHint Which statement about known errors and problems is CORRECT? A known error is the status assigned to a problem after it has been analyzed A know error is the cause of one or more problems Known errors cause vulnerabilities, problems cause incidents Known errors are managed by technical staff What is the term for using the output of an activity as a new input? Automation Optimization Feedback loop Working holistically What is the service value system? The means by which an organization is directed and controlled A set of interconnected activities that an organization performs to deliver a service A set of organizational resources designed for performing work to create value A description of how components and activities work together to enable value creationHint What is the BEST example of an emergency change? The implementation of a planned new release of a software application A low-risk computer upgrade implemented as a service request The implementation of a security patch to a critical software application A scheduled major hardware and software implementation Which term describes what a service does? Warranty Value Utility Service relationshipsHint Which guiding principle recommends that the service provider should begin by identifying the service consumer and the other key stakeholders? Focus on value Start where you are Progress iteratively with feedback Keep it simple and practicalHint Why should service level agreements include bundles of metrics rather than individual metrics? To ensure they are easy to understand, and use, for all parties To ensure services continue to meet the needs of the organization To help focus the defined outcomes and not just operational metrics To help the organization achieve agreement with their suppliersHint Which practice identifies metrics that reflect the customer's experience of a service? Continual improvement Service desk Service level management Problem managementHint What is a change authority? The person or group who reviews a change after it has been deployed The person or group who publishes a change schedule The person or group who designs a change The person or group who approves a change before it is deployedHint Which value chain activity delivers service components? Plan Design and transition Engage Obtain/buildHint What is NOT an example of a service request? A request for information about how to create a document A request for access to a file location A request to resolve an unplanned interruption to a service A request to provide a laptop to a userHint What is the purpose of the 'monitoring and event management' practice? To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To systematically observe services and service components, and record and report selected changes of state To protect the information needed by the organization to conduct its business To minimize the negative impact of incidents by restoring normal service operations as quickly as possibleHint Which practice uses models and techniques in the support of the overall organizational strategy? Service request management Service desk Change management Continual improvementHint What is the definition of warranty? A tangible or intangible deliverable that is produced by carrying out an activity The assurance that a product or service will meet agreed requirements. A possible event that could cause harm or loss, or make it more difficult to achieve objectives The functionality offered by a product or service to meet a particular needHint Which value chain activity provides a good understanding of stakeholder needs? Plan Engage Deliver and support Design and transitionHint Which value chain activity communicates the current status of all four dimensions of service management? Improve Engage Obtain/build PlanHint Why does a change authority need to communicate widely?1. To determine if the change is a standard change or a normal change.2. To gather input for use in risk assessment3. To ensure people in IT and the business are fully prepared4. To decide who will authorize the change before deployment 1 and 2 2 and 3 3 and 4 1 and 4Hint What is the definition of change? To add, modify, or remove anything that could have a direct or indirect effect on services To ensure that accurate and reliable information about the configuration of services is available To make new and changed services and features available for use To move new or changed hardware, software, or any other components to live environmentsHint What is a standard change? A change that is well understood, fully documented and pre-authorized A change that needs to be assessed, authorized, and scheduled by a change authority A change that doesn't need risk assessment because it is required to resolve an incident A change that is assessed, authorized, and scheduled as part of 'continual improvement'Hint How does categorization of incidents assist the 'incident management' practice? It helps direct the incident to the correct support area (team) It determines the priority assigned to the incident It ensures that incidents are resolved in time agreed with the customer It determines how the service provider is perceivedHint which role is MOST likely to contact the service desk for help? A customer A sponsor A user A supplierHint Which describes the nature of the guiding principles? Guiding principles can guide an organization in all circumstances Each guiding principle mandates specific actions and decisions An organization will select and adopt only one of the seven guiding principles Guiding principles describe the processes that all organizations must adoptHint Which describes the steps an organization takes in the creation of value? Service offering Four dimensions of service management Service value chain Continual improvementHint Which guiding principle recommends eliminating a process, service, or action if it does not provide value or a useful outcome? Collaborate and promote visibility Progress iteratively with feedback Think and work holistically Keep it simple and practical Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? Focus on value Collaborate and promote visibility Think and work holistically Keep it simple and practicalHint What is a problem? An addition or modification that could have an effect on services Any change of state that has significance for the management of a configuration item A cause or potential cause of one or more incidents An unplanned reduction in the quality of a serviceHint Which practice may involve the initiation of disaster recovery? Incident management Service request management Service level management IT asset managementHint Which ITIL concept describes governance? The seven guiding principles The four dimensions of service management The service value chain The service value system Which statement about the guiding principle 'collaborate and promote visibility' is CORRECT? Limiting the number of people who are informed will help reduce resistance to change Stakeholders involved in an improvement initiative do not include service consumers Consensus should be gained from everyone involved before starting an initiative When stakeholders have poor visibility of improvement work. they may think it has low priorityHint Which practice has a purpose that includes ensuring that the delivery of a service can be properly assessed, monitored, and managed? Service level management Incident management Deployment management Service deskHint Which does the 'supplier management' practice support? Capturing demand for incident resolution and service requests Alignment of the organization's services with business needs Provisions of seamless, quality products and services Handling pre-defined, user-initiated service requestsHint Which practice has the purpose of aligning the organization's practices and services with changing business needs? Continual improvement Relationship management Change management Service level managementHint Which role submits service requests? The user, or their authorized representative The customer, or their authorized representative The sponsor, or their authorized representative The supplier, or their authorized representativeHint What is the PRIMARY use of a change schedule? To support 'incident management' and improvement planning To manage emergency changes To plan changes and help avoid conflicts To manage standard changesHint Which dimension of service management includes an integrated and coordinated way to deliver services? Organizations and people Information and technology Partners and suppliers Value streams and processesHint Which statement about the 'service desk' practice is CORRECT? It provides a link with stakeholders at strategic and tactical levels It carries out change assessment and authorization It investigates the cause of incidents It needs a practical understanding of the business processesHint what role do service providers and service consumers have in relation to risk? Consumers help service providers to achieve outcomes, reducing risk Consumers should manage the detailed level of risk on behalf of the service provider Service providers help consumers to achieve outcomes, eliminating risk Service providers should manage the detailed level of risk on behalf of the consumerHint What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve? A service An output A practice Continual improvementHint In what order should an organization optimize and automate activities? Optimize first, then automate Automate first, then optimize Do both at the same time Each organization should decide for itselfHint Which source of information for 'service level management' includes asking questions such as "What are your goals?" and "How can we help you more?" Customer engagement Customer feedback Operations metrics Business metricsHint Which describes the 'improve' value chain activity? It ensures a shared understanding of the vision and improvement direction for all products and services across the organization and all four dimensions It ensures continual improvement of services and practices across all value chain activities and the four dimensions IT ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations It ensures a good understanding of stakeholder needs, continual engagement and good relationships with all stakeholdersHint Which value chain activity ensures that services meet agreed specifications and the expectations of stakeholders? Deliver and support Obtain/build Engage PlanHint Your new question! Your new question! Which practice provides procedures for the initiation, approval and fulfillment of service delivery actions, such as providing access to a folder? Continual improvement Incident management Service level management Service request managementHint What is the BEST description of an organization? Any private company that acts as a service provider Any person or group of people that acts as a service customer Any person or group of people that is responsible for what it achieves Any private company or public bodyHint What is an output? A change of state that has significance for the management of a CI A possible event that could cause harm or loss A result for a stakeholder Something created by carrying out an activityHint Which statement about incident escalation and resolution is CORRECT? Incident escalation should be based on support staff availability, which will help identify the correct team Disaster recovery plans should be invoked when an incident exceeds its target resolution time Some incidents should be resolved by the users themselves using self-help Complex incidents should be escalated to the appropriate supplier Which service management dimension is focused on activities and how these are coordinated? Organizations and people Information and technology Partners and suppliers Value streams and processesHint Which practice includes the assessment and authorization of an update to an application that is needed to resolve an incident? Service level management Problem management Continual improvement Change enablementHint Which describes the 'think and work holistically' guiding principle? Establish an understanding of what is truly of value to the service consumer Identify what existing resources can be utilized to deliver the service Establish how all the parts of the organization will work together to deliver the services Involve the right people in the correct rolesHint Which guiding principle promotes the re-evaluation of initiatives to accommodate any changes in circumstances? Progress iteratively with feedback Optimize and automate Think and work holistically Start where you areHint Why should incidents be prioritized? To help automate matching of incidents to problems or known errors TO identify which support team the incident should be escalated to To ensure that incidents with the highest business impact are resolved first To encourage a high level of collaboration within and between teamsHint Identify the missing word(s) from the following sentence. A know error is a problem that has been [?] and has not been resolved. logged analyzed escalated closedHint How should an organization adopt 'continual improvement' methods? use a new method for each improvement the organization handles Select a few key methods for the types of improvement that the organization handles Build the capability to use as many improvement methods as possible Select a single method for all improvements that the organization handlesHint Which statement is CORRECT for all incidents? They must be resolved by the service desk They must be escalated to a support team They must be logged following a formal process The must be escalated to a supplier or partnerHint What other practices make use of the 'service desk' practice to capture demand? Problem management & Incident management Incident management & Request management Request management & Change enablement (management) Change enablement & Problem managementHint What is within the scope of the 'Information and Technology' dimension of service management? Relationships with other organizations that are involved in the design of technology services Activities and workflows needed to deliver technology services to customers Collaboration and communication of information by technical staff Information created and used in the course of service provision and consumptionHint Identify the missing word in the following sentence: A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption. outputs outcomes costs risksHint Which practice has a purpose that includes restoring normal service operations as quickly as possible? Supplier management Deployment management Problem management Incident managementHint Which practice provides support for managing feedback, compliments, and complaints from users? Change enablement (or management) Service request management Problem management Incident managementHint Which dimension of service management encompasses contracts and relationships? Organizations and people Information and technology Partners and suppliers Value streams and processesHint What are the two types of cost that a service consumer should evaluate? The price of the service, and the cost of creating the service The costs removed by the service, and the costs imposed by the service The cost of provisioning the service, and the cost of improving the service The cost of software, and the cost of hardwareHint Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives. ‘focus on value’ guiding principle four dimensions of service management service value system ‘service request management’ practiceHint What type of change is MOST likely to be managed by the 'service request management' practice? A normal change An emergency change A standard change An application changeHint What should be done for every problem? It should be diagnosed to identify possible solutions It should be prioritized based on its potential impact and probability It should be resolved so that it can be closed It should have a workaround to reduce the impactHint What is the purpose of the 'relationship management' practice? To align the organization's practices and services with changing business needs To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors To minimize the negative impact of incidents by restoring normal service operation as quickly as possibleHint Which is intended to help an organization adopt and adapt ITIL guidance? The four dimensions of service management The guiding principles The service value chain PracticesHint Which practice provides visibility of the organization's services by capturing and reporting on service performance? Service desk Service level management Service request management Service configuration managementHint Which joint activity performed by a service provider and service consumer ensures continual value co-creation? Service provision Service consumption Service offering Service relationship managementHint Which ITIL practice has a purpose that includes reducing the likelihood of incidents? Change control Continual improvement Problem management Service desk Your new question! Which service level metrics are BEST for measuring user experience? Single system-based metrics Metrics for the percentage of uptime of a service Operational metrics Metrics linked to defined outcomesHint What are the MOST important skills required by service desk staff? Incident analysis skills Technical skills Problem resolution skills Supplier management skillsHint Which TWO statements about an organization's culture are CORRECT? It is created from shared values based on how it carries out work IT is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization 1 and 2 2 and 3 3 and 4 1 and 4Hint When should a full risk assessment and authorization be carried out for a standard change? Each time the standard change is implemented When the procedure for the standard change is created At least once a year When an emergency change is requestedHint Your new question! Which statement about emergency changes is CORRECT? The testing of emergency changes can be eliminated to implement quickly The assessment and authorization is expedited to ensure they can be implemented quickly Emergency changes should be authorized and implemented as service requests Emergency changes must be fully documented before authorization and implementationHint Which practice coordinates the classification, ownership, and communication of service requests and incidents? Supplier management Service desk Problem management Relationship managementHint What is the definition of a service? The means by which an organization is directed and controlled A set of specialized organizational capabilities for enabling value to customers A method for visualizing work A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risksHint Your new question! Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need. Assurance Promise Functionality OutcomeHint What is the purpose of the 'information security management' practice? Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way Ensuring that services deliver agreed levels of availability or that change can be assessed Systematically observing services and service components and recording and reporting selected changes of state identified as events