practice exam 4

• Which ITIL concept describes guiding principles?


  service value system
• Which is NOT an activity within the service value chain?


  continual improvement
• What is the definition of a user?


  person who uses services
• 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.

  capabilities
• What is the purpose of the 'service level management' practice?

  Service level management is the practice of 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.
• 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.

  incident
• 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?


  output
• 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?

  guiding principle
• Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

  design and transition
• 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?

  standard
• What is usually NOT included as part of 'incident management'?

  detailed procedures on how to diagnose, investigate, and resolve incidents
• Which practice would include a formalized process for logging unplanned interruptions to a service?

  incident management
• 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?

  known error
• What is NOT a phase in problem management?

  incident analysis
• How does 'service request management' contribute to the 'obtain/build' value chain activity?

  it acquires pre approved service components to fulfill service requests
• How does 'service level management' contribute to the 'design and transition' value chain activity?

  provides feedback from interactions with customers into new or changed services.
• How should measures and metrics be used to measure your service level management levels?

  to provide a representation of the actual customers experience