practice exam 2

• A customer is a person who defines the requirements for a service and takes responsibility for the OUTCOMES of service consumption.
• An IT ASSET is any valuable component that can contribute to the delivery of an IT product or service.
• A configuration item is any component that needs to be managed in order to deliver an IT service.
• Relationship management is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
• Problem 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.
• Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
• Value is the perceived benefits, usefulness, and importance of something.
• During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?

  Keep it simple and practical
• Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?

  organizations and people
• Which ITIL concept describes practices?

  service value system
• PRACTICE is NOT an activity within the service value chain
• Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?

  obtain/build
• The change authority is a person or group responsible for authorizing a change.
• You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?

  incident
• Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?

  can provide automated matching of incidents to other incidents, problems, or known errors.
• What is usually included as part of 'incident management'?

  scripts for collecting information about incidents
• You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?

  problem
• The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. During your analysis, you determine that the network switch is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?

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

  ensures that users continue to be productive when they need assistance from the service provider
• What is an example of an action a service request management employee would undertake as part of the 'obtain/build' activity?

  acquiring pre-approved service components to help fulfill service requests
• What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity?

  initiating standard changes to fulfill service requests