CyberVista Exam 1 PDF

1/31/25, 7:11 PM Kaplanlearn - Quiz Question #1 of 40 Question ID: 1746538 Identify the missing word(s) in the following sentence:...

1/31/25, 7:11 PM Kaplanlearn - Quiz Question #1 of 40 Question ID: 1746538 Identify the missing word(s) in the following sentence: Some of the IT guiding principles include __________ and __________. A) Engage, improve B) Design and transition, deliver and support C) Focus on value, optimize and automate D) Plan, obtain/build Explanation According to ITIL 4, some of the guiding principles include focus on value and optimize and automate. Focus on value is defined as what an organization needs to do to directly or indirectly map to value for the stakeholders. Optimize and automate enforces that all types of resources should be used effectively and without waste. According to ITIL, a guiding principle is a “recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.” The other terms listed do not reflect the guiding principles, according to ITIL 4; rather, they are part of the six value chain activities. Objective: Understand how the ITIL guiding principles can help an organization adopt and adapt service management Sub-Objective: Describe the nature, use and interaction of the guiding principles References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.3 The ITIL guiding principles, p. 39 ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.5 Service value chain, p. 39 ITIL Foundation ITIL 4 Edition, Glossary, pp. 182-198 Question #2 of 40 Question ID: 1746603 https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 1/41 1/31/25, 7:11 PM Kaplanlearn - Quiz What is the standard whereby a change becomes part of the Service request management practice? A) Cost is low; risk is high. B) Cost and risk are low. C) Cost is high; risk is low. D) Cost and risk are high. Explanation A change becomes part of the Service request management practice when the cost and risk of the change are low. The Service request management practice handles all service requests. A service request typically includes requests for access, information, a service or provision of a resource, or complaints and feedback. An example of a service request is when a new application needs to be installed on a computer. A service request usually involves little risk and is considered a normal occurrence. Objective: Know the purpose and key terms of 15 ITIL practices Sub-Objective: Recall the purpose of the following ITIL practices: a) Information security management b) Relationship management c) Supplier management d) IT asset management e) Monitoring and event management f) Release management g) Service configuration management h) Deployment management i) Continual improvement j) Change control k) Incident management l) Problem management m) Service request management n) Service desk o) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.16 Service request management, pp. 156-158 Question #3 of 40 Question ID: 1746523 Which of the following statements accurately reflect concepts of service management? (Select as many as apply.) 1. Understanding the nature of value and value co-creation. 2. Considering organizations, service providers, service consumers, as well as other stakeholders. 3. Taking into account service relationships, products, and services. 4. Reviewing outcomes, costs, and risks. https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 2/41 1/31/25, 7:11 PM Kaplanlearn - Quiz A) 1, 2, and 3 B) 1 and 4 C) 2 and 3 D) All of the statements Explanation The key concepts of service management cover all of the above statements. These include: understating the nature of value and value co-creation, considering the role of organizations, service providers, service consumers, as well as other stakeholders, taking into account the nature of service relationships, products, and services, in addition to reviewing all outcomes, costs, and risks. The ITIL Foundation ITIL 4 Edition book outlines that these concepts apply to all services and organizations, regardless of technology or nature. The book also emphasizes that the first important step that must be established in service management is understanding its definition, which is: “A set of specialized organizational capabilities for enabling value for customers in the form of services.” Objective: Understand the key concepts of service management Sub-Objective: Recall the definition of: a) Service b) Utility c) Warranty d) Customer e) User f) Service management g) Sponsor References: ITIL Foundation ITIL 4 Edition, Chapter 1: Introduction, 1.1 IT service management in the modern world, p. 2 ITIL Foundation ITIL 4 Edition, Chapter 2: Key concepts of service management, p. 6 Question #4 of 40 Question ID: 1746627 Which step of the Continual improvement model is most closely linked with the Start where you are guiding principle? A) What is the vision? B) Take action. C) How do we get there? D) Where are we now? Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 3/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The Where are we now? step of the Continual improvement model is the most relevant step to the Start where you are guiding principle. All guiding principles are relevant to each step of Continual improvement, but certain principles apply more closely to certain steps than others. The Take action step is most closely linked with the guiding principles of Focus on value, Progress iteratively with feedback, and Collaborate and promote visibility. The What is the vision? step is most closely linked with the guiding principles of Focus on value, Collaborate and promote visibility, and Think and work holistically. The How do we get there? step is most closely linked with the guiding principles of Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, and Keep it simple and practical. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.6 Continual improvement, 4.6.2 Continual improvement and the guiding principles, Table 4.2 The steps of the continual improvement model linked to the most relevant ITIL guiding principles, p. 73 Question #5 of 40 Question ID: 1746663 An IT service organization wants to provide a Service desk facility physically near the user base they must serve. Which type of Service desk structure should the IT service organization implement? A) Virtual Service desk B) Local Service desk C) Follow-the-sun Service desk D) Centralized Service desk Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 4/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The organization should implement a local Service desk model. This Service desk structure is implemented when a Service desk is required to be located physically near the user base they must serve. Local Service desks are implemented for demographic differences, such as time zone, language, political, and cultural. Local Service desks are also implemented for other reasons, such as a requirement for personalized or VIP service or expert knowledge. The follow-the-sun Service desk model is a combination of multiple Service desks located in different geographical regions. Each Service desk operates only during its local business hours and hands over pending cases at the end of the business day to another Service desk that is about to start its business day. During business hours, each Service desk handles its own issues and those handed over by other Service desks. A virtual Service desk model is implemented when Service desk personnel are located in different geographical regions and use the Internet or other tools to give users the impression that there is a centralized Service desk providing services. A centralized Service desk model is implemented when multiple Service desks from different locations are merged into one Service desk at a central location. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.14 Service desk, pp. 149-151 Question #6 of 40 Question ID: 1746575 Which of the following service value system components help direct an organization, even through any changes to its management structure, work, goals, or other areas? A) Service value chain B) Practices C) Governance D) Guiding principles E) Continual improvement Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 5/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Guiding principles, one of five service value system components, helps direct an organization, even if there are any changes to its management structure, work, goals, or other areas. The five service value components work together with an organization’s activities as part of the service value system to create the outcome of value creation. The ITIL service value system details how an organization’s activities and components work together as a single system to create value. As the SVS of each organization interact with other organizations, this can lead to further add value to their stakeholders and customers as well. The other four service value system components are: Governance – A system or framework used to control and manage activities in an organization. Service value chain – Organizational activities used to implement a service or product to promote value realization. Continual improvement – Reoccurring organizational activities that help meet stakeholders’ expectations. Practices – Organizational resources created to reach an objective or conduct work. Objective: Understand the purpose and components of the ITIL service value system Sub-Objective: Describe the ITIL service value system References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.1 The ITIL service value system, pp. 36-38 Question #7 of 40 Question ID: 1746518 Which entity authorizes the budget for service consumption? A) Stakeholder B) Sponsor C) User D) Customer Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 6/41 1/31/25, 7:11 PM Kaplanlearn - Quiz A sponsor is a person who authorizes the budget for service consumption. This term can also describe an organization or other individual who provides financial or other support for an initiative. All roles included can be conducted separately or in various combinations, depending on the situation. A customer is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption. A stakeholder is a person or organization interested in involvement in an organization, product, service, practice, or other entity. A user is a person who uses services; this role can include customers and employees if they take on tasks such as placing an order for and using a particular product. Objective: Understand the key concepts of service management Sub-Objective: Recall the definition of: a) Service b) Utility c) Warranty d) Customer e) User f) Service management g) Sponsor References: ITIL Foundation ITIL 4 Edition, Chapter 2: Key Concepts of Service Management, 2.2 Organizations, service providers, service consumers, and other stakeholders, 2.2.2: Service consumers, pp. 10-11 ITIL Foundation ITIL 4 Edition, Glossary, pp. 182-198 Question #8 of 40 Question ID: 1746649 Which communication method would be a plausible method for contacting a Service desk? A) Live chat B) Email C) Phone calls D) All of these options E) Social media messaging Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 7/41 1/31/25, 7:11 PM Kaplanlearn - Quiz All of the choices listed are plausible methods for contacting Service desks. There are a variety of ways to access Service desks, which include: Phone calls Service portals and mobile applications Live chat AI-powered chatbots Virtual assistants Email Walk-in Service desks Text and social media messaging Public and corporate social media and forums Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.14 Service desk, p. 149-151 Corona, M. (2022, September 20). Service desk as an AI factory [Blog post]. Retrieved October 21, 2024, from https://www.axelos.com/resource-hub/blog/service_desk_as_ai_factory Question #9 of 40 Question ID: 1746666 Which of the following tools can be implemented to log a service event with an IT Service desk? 1. Phone calls 2. Web interface 3. Menu-driven application 4. Automatically reported infrastructure events A) Option 2 only B) Option 1 only C) All of the options D) Option 4 only E) Option 3 only https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 8/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Explanation Service events can be logged to an IT Service desk using phone calls, a Web interface, a menu- driven application, or automatically reported infrastructure events. The Service desk in an organization handles incidents and service requests from users. Some of the objectives of the Service desk are to log all service requests or incident details, keep users informed about the status of their service requests, escalate incidents or service request if Service desk staff cannot resolve them, and conduct customer satisfaction surveys. To adequately perform the Service desk function, Service desk personnel must have access to known error data, change schedules, the service knowledge management system, and the output from monitoring tools. Access to other data may be necessary as well. The following types of Service desks can be implemented in an organization: Local Service desk: Implemented in scenarios when the Service desk is required to be located physically close to the user base they must serve. Local Service desks are accommodated for time zone, language, political, and cultural variations. Local Service desks are also implemented for requirements, such as personalization, VIP service, or expert knowledge requirements. Follow-the-sun Service desk: A combination of multiple Service desks located in different geographical regions. Each Service desk operates only during its local business hours and hands over pending cases at the end of the business day to another Service desk that is about to start its business day. Virtual Service desk: Implemented in scenarios when Service desk personnel are located in different geographical regions and use the Internet or other tools to give users the impression that there is a centralized Service desk providing services. Centralized Service desk: Implemented in scenarios when multiple Service desks from different locations are merged into a single Service desk at a central location. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.14 Service desk, pp. 149-151 Office of Government Commerce. Service Operation, Chapter 6: Organizing for Service Operation, 6.2 Service desk, pp. 109-121. Question #10 of 40 Question ID: 1746569 https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 9/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Fill in the blank. A __________ describes a set of activities, which may be interrelated or interacting, that converts inputs into outputs. A) value stream B) value chain C) process D) service Explanation A process is a set of activities, which may be interrelated or interacting, that converts inputs into outputs. Processes can improve productivity and describe the steps to accomplish a goal or objective in a set of procedures. Processes help to define what is involved, who is involved, and detail instructions on how a process should be implemented. A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks. The ITIL service value chain is an operating model for service providers. It covers all the key activities required to effectively manage products and services. A value stream is a series of steps an organization uses to create and deliver products and services to a service consumer. A value stream is a combination of an organization’s value chain activities. Objective: Understand the four dimensions of service management Sub-Objective: Describe the four dimensions of service management: a) Organizations and people b) Information and technology c) Partners and suppliers d) Value streams and processes References: ITIL Foundation ITIL 4 Edition, Chapter 3: The four dimensions of service management, 3.4 Value streams and processes, 3.4.1 Value streams for service management, pp. 32-33; 3.4.2 Processes, p. 33 ITIL Foundation ITIL 4 Edition, Glossary, pp. 182-198 Question #11 of 40 Question ID: 1746596 Which aspect of Information security management ensures that data is limited to modification by authorized personnel and activities? https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 10/41 1/31/25, 7:11 PM Kaplanlearn - Quiz A) Availability B) Authentication C) Confidentiality D) Integrity Explanation Integrity is a security objective that ensures data is limited to modification by authorized personnel and activities. Availability describes the ability of an IT service or other configuration item to perform its agreed- upon function when required. Confidentiality is a security objective ensuring information is not disclosed or made available to unauthorized parties. Authentication is the aspect of Information security management that ensures users are who are they claim to be. The business defines the level of protection in Information security management. Objective: Know the purpose and key terms of 15 ITIL practices Sub-Objective: Recall the purpose of the following ITIL practices: a) Information security management b) Relationship management c) Supplier management d) IT asset management e) Monitoring and event management f) Release management g) Service configuration management h) Deployment management i) Continual improvement j) Change control k) Incident management l) Problem management m) Service request management n) Service desk o) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.1 General management practices, 5.1.3 Information security management, pp. 83-85 Question #12 of 40 Question ID: 1746579 https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 11/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Match the value chain activity with their corresponding key input. Examples of Key Inputs Value Chain Activity Plan Policies, requirements, constraints from governing body, value chain performance information from Improve Requirements from Design and Transition, project Improve initiation or change requests from Engage Product and service requirements from Engage, service components from Obtain/build Engage Product and service portfolio from Plan, improvement status reports from Improve Design and transition Product and service performance information from Deliver and support, stakeholder feedback from Engage Obtain/build Changed and new products from Design and transition, user support tasks from Engage Explain Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 12/41 1/31/25, 7:11 PM Kaplanlearn - Quiz You should match the value chain activity with the key inputs as follows: Plan – Examples of key inputs are: policies, requirements, constraints from governing body, and value chain performance information from Improve. However, they also include, but are not limited to: demands and opportunities and information about third-party service elements from Engage. Improve – Examples of key inputs are: product and service performance information from Deliver and support and stakeholder feedback from Engage. However, they also include, but are not limited to: information about new products from Obtain/build and information about third-party service elements from Engage. Engage – Examples of key inputs are: product and service portfolio from Plan and improvement status reports from Improve. However, they also include, but are not limited to: data on user support task completion from Deliver and support and marketing opportunities. Design and transition – Examples of key inputs are: product and service requirements from Engage and service components from Obtain/build. However, they also include, but are not limited to: improvement initiatives and status reports from Improve. Obtain/build – Examples of key inputs are: requirements from Design and Transition and project initiation or change requests from Engage. However, they also include, but are not limited to: change requests from Deliver and support and data about new or changed products from Design and transition. Deliver and support – Examples of key inputs are: changed and new products from Design and transition and user support tasks from Engage. However, they also include, but are not limited to: service components from Obtain/build and improvement status reports from Improve. Objective: Understand the activities of the service value chain, and how they interconnect Sub-Objective: Describe the interconnected nature of the service value chain and how this supports value streams References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.5.1 Plan,4.5.6 Deliver and support, pp. 61-66 Question #13 of 40 Question ID: 1746534 Which of the following statements best describes a service offering? A) None of these statements. B) Access to resources granted or licensed to a consumer. C) Goods to be supplied to a consumer. D) All of these statements. https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 13/41 1/31/25, 7:11 PM Kaplanlearn - Quiz E) Service actions performed to address a consumer’s needs. Explanation All of these statements constitute service offerings. Service offerings may include: Goods to be supplied to a consumer. Goods are transferred from the provider to the consumer. An example of this is a server. Access to resources granted or licensed to a consumer under agreed terms and conditions. The resources are under the provider’s control and can be accessed only while the consumer’s agreement is active. An example of this is network storage access. Service actions performed to address a consumer’s needs. These actions are performed by the service provider organization. An example of this is a replacement server. Objective: Understand the key concepts of service management Sub-Objective: Describe the key concepts of service relationships: a) Service offering b) Service relationship management c) Service provision d) Service consumption References: ITIL Foundation ITIL 4 Edition, Chapter 2: Key concepts of service management, 2.3 Products and services, 2.3.2 Service offerings, pp. 13-14 Question #14 of 40 Question ID: 1746672 Which practice is responsible for interfacing with Incident management to evaluate Service Level Agreements (SLAs)? A) Service level management B) Configuration management C) Problem management D) Change enablement Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 14/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The Service level management practice is responsible for interfacing with Incident management to evaluate SLAs. An SLA defines the operational norms for a service. Normal service operation occurs when a service is operating within the limits defined in the SLA. Problem management is responsible for interfacing with Incident management when underlying problems that cause incidents are identified. Problem management works with Change enablement by issuing Requests For Change (RFCs) for permanent solutions. Configuration management is responsible for interfacing with Incident management by providing incident data that is used for identification and tracking. Change enablement is responsible for interfacing with Incident management to execute changes as set forth in a Request For Change (RFC). The Change enablement practice must always authorize an RFC before the change is built and tested. The most likely sequence in the management of a service failure is Incident management, Problem management, Change enablement, and finally Release management. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL Management Practices, 5.2 Service management practices, 5.2.15 Service level management, pp. 152-155 Question #15 of 40 Question ID: 1746543 What is the key message of the Think and work holistically guiding principle? A) Every service, practice, process, department, and supplier should stand alone. B) No service, practice, process, department, or supplier stands alone. C) None of the above. D) Always use the minimum number of steps to accomplish an objective. Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 15/41 1/31/25, 7:11 PM Kaplanlearn - Quiz According to ITIL 4, the key message of the Think and work holistically guiding principle is as follows: “No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts. All the organization’s activities should be focused on the delivery of value.” You should always use the minimum number of steps to accomplish an objective, but this advice is not part of the Think and work holistically guiding principle. It is the key message of the Keep it simple and practical guiding principle. The key message of the Keep it simple and practical guiding principle is as follows: “Always use the minimum number of steps to accomplish an objective…If a process, service, action, or metric fails to provide value or produce a useful outcome, then eliminate it.” Objective: Understand how the ITIL guiding principles can help an organization adopt and adapt service management Sub-Objective: Explain the use of the guiding principles: a) Focus on value b) Start where you are c) Progress iteratively with feedback d) Collaborate and promote visibility e) Think and work holistically f) Keep it simple and practical g) Optimize and automate References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.3 The ITIL guiding principles, 4.3.5 Think and work holistically, p. 51 Question #16 of 40 Question ID: 1746652 Which ITIL management practice captures and reports on service issues, including performance against defined service levels? A) Service configuration management B) Information security management C) Service request management D) Service level management Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 16/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Capturing and reporting on service issues, including performance against defined service levels, are a part of Service level management. Service level management is also responsible for the following: Establishing a shared view of the services and target service levels with customers. Ensuring the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services. Performing service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers. Capturing and reporting on service issues, including performance against defined service levels. The other ITIL management practices listed do not reflect this definition. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.15 Service level management, pp. 152-155 Question #17 of 40 Question ID: 1746668 Which role is responsible for making improvement recommendations for the Incident management process? A) Change Advisory Board (CAB) B) Change Manager C) Incident Manager D) Problem Manager Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 17/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The Incident Manager role is responsible for making improvement recommendations for the Incident management practice. This role is also responsible for the entire Incident management practice, including managing incidents using first-, second-, and third-tier support. The Problem Manager role is responsible for managing all Problem management practice activities. This includes solving Service Level Agreement (SLA) problems, managing the Known Error Database (KEDB), closing problems, and managing major problem reviews. The Change Manager is involved in the Change enablement practice through the handling of Requests For Change (RFCs) and change logs, reviewing implemented changes, and creating reports. The Change Advisory Board (CAB) is involved in the Change enablement practice by assessing proposed changes and helping to prioritize these changes. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.5 Incident management, pp. 121-124 Question #18 of 40 Question ID: 1746546 Fill in the missing word(s). As part of the Keep it simple and practical guiding principle, when analyzing a practice, process, service, metric, or other improvement target, always ask whether ____________. A) it can lead to further improvement. B) it is working in an integrated way to handle its activities as a whole. C) it is cost-effective. D) it contributes to value creation. Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 18/41 1/31/25, 7:11 PM Kaplanlearn - Quiz When analyzing a practice, process, service, metric, or other improvement target, always ask whether it contributes to value creation. Understanding exactly how something contributes to value creation is critical to keeping service management simple and practical. It is always important to ask whether something is cost effective, leads to further improvement, or is working as a whole. However, these aspects are not part of the keep it simple and practical guiding principle. Objective: Understand how the ITIL guiding principles can help an organization adopt and adapt service management Sub-Objective: Explain the use of the guiding principles: a) Focus on value b) Start where you are c) Progress iteratively with feedback d) Collaborate and promote visibility e) Think and work holistically f) Keep it simple and practical g) Optimize and automate References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.3 The ITIL guiding principles, 4.3.6 Keep it simple and practical, 4.3.6.1 Judging what to keep, p. 53 Question #19 of 40 Question ID: 1746563 Fill in the missing words. Both __________ and __________ could affect the technology an organization chooses to use. A) stakeholders, culture B) nature, culture C) guiding principles, nature D) human resources, stakeholders Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 19/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Both nature and culture could affect the technology an organization chooses to use. The nature of organizations, for example, can affect what technology restrictions they have, the specific security concerns they deal with, or the industry guidelines they should follow. Culture, on the other hand, can involve a number of factors, including an organization’s traditional or contemporary slant and how that would affect its technology choices. A stakeholder is a person or organization that has an interest or involvement in an organization, product, service, practice, or other entity. Stakeholders will most likely not have an effect on an organization’s technologies. Guiding principles refer to the recommendations that guide an organization in all circumstances, regardless of changes to its goals, strategies, types of work, or management structure. It may be possible that a guiding principle may affect the technologies an organization could use. Human resources should not affect the technology an organization chooses. Objective: Understand the four dimensions of service management Sub-Objective: Describe the four dimensions of service management: a) Organizations and people b) Information and technology c) Partners and suppliers d) Value streams and processes References: ITIL Foundation ITIL 4 Edition, Chapter 3: The four dimensions of service management, 3.2 Information and technology, pp. 26-30 ITIL Foundation ITIL 4 Edition, Glossary, pp. 182-198 Question #20 of 40 Question ID: 1746564 What is defined as “a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction”? A) Guiding principles B) Optimization C) Automation D) Cloud computing Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 20/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Cloud computing is defined as “a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.” Guiding principles refer to the recommendations that guide an organization in all circumstances, regardless of changes to its goals, strategies, types of work, or management structure. Automation refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention. Optimization means to make something as effective and useful as it needs to be. Objective: Understand the four dimensions of service management Sub-Objective: Describe the four dimensions of service management: a) Organizations and people b) Information and technology c) Partners and suppliers d) Value streams and processes References: ITIL Foundation ITIL 4 Edition, Chapter 3: The four dimensions of service management, 3.2 Information and technology, pp. 26-30 ITIL Foundation ITIL 4 Edition, Glossary, pp. 182-198 Question #21 of 40 Question ID: 1749177 Creating the specialized capabilities for service management requires an understanding of which of the following aspects? (Select as many as apply.) A) The scope and nature of involved stakeholders. B) The configuration of resources created to offer consumer value. C) The nature of value. D) How value creation is enabled. Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 21/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The creation of specialized capabilities that an organization uses for enabling customer service value through the delivery of services is defined as service management. Creating the specialized capabilities that an organization uses for this purpose requires an understanding of how value creation is enabled, the scope and nature of all stakeholders involved (including service consumers and service providers), as well as the nature of value and value of co-creation. The other option, which is the configuration of resources created to offer consumer value is not required as part of understanding specialized capabilities for service management; rather, it is the definition of a product. Objective: Understand the key concepts of service management Sub-Objective: Describe the key concepts of service relationships: a) Service offering b) Service relationship management c) Service provision d) Service consumption References: ITIL Foundation ITIL 4 Edition, Chapter 2: Key concepts of service management, pp. 6-7 ITIL Foundation ITIL 4 Edition, Chapter 2: Key concepts of service management, 2.3 Products and services, 2.3.1 Configuring resources for value creation, p.12 Question #22 of 40 Question ID: 1746650 Which of the following would be a technology required by a centralized Service desk? A) Remote access tools B) Workflow systems C) Dashboard and monitoring tools D) Configuration management systems E) All of these options Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 22/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The correct answer is that all of the options listed would be a technology required by a centralized Service desk. A centralized Service desk requires certain technologies to function, such as: Intelligent telephony systems, incorporating computer-telephony integration, IVR, and automatic call distribution Workflow systems for routing and escalation Workforce management and resource planning systems A knowledge base Call recording and quality control Remote access tools Dashboard and monitoring tools Configuration management systems Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.14 Service desk, pp. 149-151 Question #23 of 40 Question ID: 1746571 Which of the following is NOT one of the five service value system components? A) Continual improvement B) Guiding principles C) Service value chain D) Governance E) Deliver and support F) Practices Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 23/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Deliver and support is not one of the five service value system components. Rather, it is one of the six value chain activities. The five service value components are: Governance – A system or framework used to control and manage activities in an organization. Guiding principles – These help direct an organization, even if there are any changes to its management structure, work, goals, or other areas. Service value chain – Interconnected organizational activities used to implement a service or product to promote value realization. Continual improvement – Recurring organizational activities that help meet stakeholders’ expectations. Practices – Organizational resources created to reach an objective or conduct work. These five service value components serve to work together with an organization’s activities as part of the service value system to create the outcome of value creation. Objective: Understand the purpose and components of the ITIL service value system Sub-Objective: Describe the ITIL service value system References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.1 The ITIL service value system, pp. 36-38 Question #24 of 40 Question ID: 1746618 Which of the following are considered examples of configuration items (CIs)? 1. Applications 2. Hardware 3. Contracts 4. Personnel A) Options 1, 2, and 4 B) Options 1, 2, and 3 C) All of the options D) Option 1 and 2 Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 24/41 1/31/25, 7:11 PM Kaplanlearn - Quiz All of the given options are considered examples of configuration items (CIs), which include applications, hardware, contracts, and personnel. A CI is defined as any asset or component that is under the control of Configuration Management. Other items that can be considered CIs include software, network infrastructure, buildings, documentation, and suppliers. In addition, services are types of CIs and can help organizations comprehend how they work together. CIs have attributes. Attributes are qualities of a CI that can be used to help differentiate it. Valid attributes of a hardware CI include the supplier's part number, the cost of the item, and a manufacturer's serial number. To record relationships between CIs, you could assess the impact and cause of incidents and problems, assess the impact of proposed change, plan and design a change to an existing service, and plan a technology refresh or software upgrade. Objective: Know the purpose and key terms of 15 ITIL practices Sub-Objective: Recall definitions of the following ITIL terms: a) IT asset b) Event c) Configuration item d) Change e) Incident f) Problem g) Known error References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.11 Service configuration management, pp. 139-142 Question #25 of 40 Question ID: 1746604 Which of the following activities must be addressed through the Monitoring and event management practice’s processes and procedures? 1. Identifying services, components, and systems. 2. Implementing and managing monitoring tasks. 3. Establishing thresholds and other event-related criteria. 4. Employing automations and processes. A) 1, 2, and 3 B) All of these reasons. C) 1, 2, and 4 D) 1 and 2 Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 25/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The following activities must be addressed through the Monitoring and event management practice’s processes and procedures: Identifying services, components, and systems, along with CIs and additional service components to set monitoring strategy. Implementing and managing monitoring tasks, including both native and designed-for- purpose monitoring tools. Establishing thresholds and other event-related criteria to determine event definition and type. Employing automations and processes to operationalize policies, criteria, and thresholds. The activity of establishing and maintaining policies for each detected event type must also be a required activity for this practice as well. The Monitoring and event management practice is concerned with detecting and analyzing events and determining how to manage them. Objective: Know the purpose and key terms of 15 ITIL practices Sub-Objective: Recall the purpose of the following ITIL practices: a) Information security management b) Relationship management c) Supplier management d) IT asset management e) Monitoring and event management f) Release management g) Service configuration management h) Deployment management i) Continual improvement j) Change control k) Incident management l) Problem management m) Service request management n) Service desk o) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.7 Monitoring and event management, pp. 128-130 Office of Government Commerce. The Official Introduction to the ITIL Service Lifecycle, Chapter 8: Continual Service Improvement, 8.5.2 Why do we measure?, p. 129 Question #26 of 40 Question ID: 1746617 Which issue has a workaround or solution documented? A) Problem B) Incident C) Request For Change (RFC) D) Known error Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 26/41 1/31/25, 7:11 PM Kaplanlearn - Quiz A known error is an issue that has been diagnosed and has a workaround or solution documented. This type of issue can be solved by the Service desk in some cases by ensuring that the Service desk can communicate the workaround process to the customer or user. A known error should be entered into the Known-Error Database (KEDB) as soon as the workaround or solution is known. A known error can be raised at any time it would be useful to do so. An incident is any event that causes an interruption to or a reduction of a customer's quality of service. Some incidents become known errors after they are diagnosed, and a workaround or solution has been documented. A problem is the underlying cause of one or more incidents. A Request For Change (RFC) is a formal request to change any component in the infrastructure or any aspect of services. If the root cause and a temporary work-around have been identified for a problem, it becomes a known error. A known error can be kept open when a workaround is being used. While an incident can be the result of a known error, incidents are NOT the only source of known errors. Objective: Know the purpose and key terms of 15 ITIL practices Sub-Objective: Recall definitions of the following ITIL terms: a) IT asset b) Event c) Configuration item d) Change e) Incident f) Problem g) Known error References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.8 Problem management, pp. 130-134 ITIL Foundation ITIL 4 Edition, Glossary, pp. 182-198 Office of Government Commerce. The Official Introduction to the ITIL Service Lifecycle, Chapter 7: Service Operation, 7.5.2 Process, pp. 101-105 Question #27 of 40 Question ID: 1746537 Which of the following is NOT part of service consumption? A) None of the options. B) The receiving of goods. C) Fulfillment of the agreed-upon service activities. D) Management of the consumer’s resources needed for the service. Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 27/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The fulfillment of agreed-upon service activities is NOT part of service consumption. This activity is part of service provision. Service consumption is defined as activities performed by an organization to consume services. Service consumption includes: Management of the consumer’s resources needed for the service. Service tasks performed by users, such as using the provider’s resources and requesting service tasks to be fulfilled. Service consumption may also include the acquiring or receiving of goods. Objective: Understand the key concepts of service management Sub-Objective: Describe the key concepts of service relationships: a) Service offering b) Service relationship management c) Service provision d) Service consumption References: ITIL Foundation ITIL 4 Edition, Chapter 2: Key concepts of service management, 2.4 Service relationships, 2.4.1The service relationship model, pp. 14-16 ITIL Foundation ITIL 4 Edition, Glossary, pp. 182-198 Question #28 of 40 Question ID: 1746541 Which of the following is NOT a guiding principle? A) Keep it simple and practical. B) Think and work holistically. C) Focus on value. D) Focus on the goal. Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 28/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Focus on the goal is not a guiding principle. The guiding principles for ITIL consist of: Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility Think and work holistically Keep it simple and practical Optimize and automate Objective: Understand how the ITIL guiding principles can help an organization adopt and adapt service management Sub-Objective: Describe the nature, use and interaction of the guiding principles References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.3 The ITIL guiding principles, 4.3.8 Principle interaction, p. 39 Question #29 of 40 Question ID: 1746592 Which of the following is NOT one of the three technical management practices modified and adapted from technology management domains by focusing on IT services? A) Deployment and management B) Infrastructure and platform management C) Software development and management D) Release management Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 29/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Release management is not one of the three technical management practices of ITIL service value management. Release management is one of the 17 service management practices. Management practices, in ITIL, consist of organizational resources created to conduct work or achieve an objective. The three overarching practices include general management practices, service management practices, and technical management practices. The three technical management practices of ITIL service value management include: Deployment and management Infrastructure and platform management Software development and management All of these practices interact with value chain activities in varying capacities and intensities. Objective: Know the purpose and key terms of 15 ITIL practices Sub-Objective: Recall the purpose of the following ITIL practices: a) Information security management b) Relationship management c) Supplier management d) IT asset management e) Monitoring and event management f) Release management g) Service configuration management h) Deployment management i) Continual improvement j) Change control k) Incident management l) Problem management m) Service request management n) Service desk o) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5.3: Technical management practices, 5.3 Technical management practices, 5.3.3 Software development and management, pp. 160-167. Question #30 of 40 Question ID: 1746544 Which of the following statements does NOT apply to the Think and work holistically guiding principle? A) Automation can support end-to-end visibility and provide efficient integrated management. Applying methods and rules designed for complex systems should work in a simple B) system as well. C) Different levels of complexity require different heuristics for decision-making. D) Draw on knowledge in each area to identify what is essential for success. Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 30/41 1/31/25, 7:11 PM Kaplanlearn - Quiz It is NOT correct to state that applying methods and rules designed for complex systems should work in a simple system as well. In fact, applying methods and rules designed for a simple system can be ineffective or even harmful in a complex system, which is defined as a system where relationships between components are complicated and change more frequently. All of the other statements are true regarding the Think and work holistically guiding principle. Different levels of complexity require different heuristics for decision-making. You should draw on knowledge in each area to identify what is essential for success. Automation can support end- to-end visibility and provide efficient integrated management. Objective: Understand how the ITIL guiding principles can help an organization adopt and adapt service management Sub-Objective: Explain the use of the guiding principles: a) Focus on value b) Start where you are c) Progress iteratively with feedback d) Collaborate and promote visibility e) Think and work holistically f) Keep it simple and practical g) Optimize and automate References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.3 The ITIL guiding principles, 4.3.5 Think and work holistically, p. 51 Question #31 of 40 Question ID: 1746657 Which change needs to be scheduled, assessed, and authorized following a process? A) Emergency change B) Standard change C) Normal change D) All of the options Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 31/41 1/31/25, 7:11 PM Kaplanlearn - Quiz A normal change is a change that needs to be scheduled, assessed, and authorized following a process. Assessment and authorization for these changes depend on change models. Normal changes can be low to high risk. A standard change is a low risk, pre-authorized, and fully documented change. They can be implemented without needing additional authorization, and are often initiated as service requests, but can also be operational changes. An emergency change is a change that must be implemented as soon as possible. These are usually implemented to resolve incidents or implement security patches. These changes are not scheduled, and assessment and authorizations are expedited so the change can be implemented as quickly as possible. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.4 Change enablement, pp. 118-121 Question #32 of 40 Question ID: 1746661 Which of the following are inputs to Problem management? 1. Incident records 2. Known errors 3. CI information from the CMDB 4. Information from other processes A) Options 1 and 2 B) Options 1, 2, and 3 C) Options 2 and 3 D) All of the options Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 32/41 1/31/25, 7:11 PM Kaplanlearn - Quiz All of the listed items are inputs to Problem management. Known errors can also be an output of Problem management. Other outputs include Requests For Change (RFCs), workarounds, problem record updates, and management information. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.8 Problem management, pp. 130-134 Problem management, http://www.itlibrary.org/index.php?page=Problem_Management Question #33 of 40 Question ID: 1746628 Which practice can uncover issues that are managed through Continual improvement? A) Service level management B) Knowledge management C) Problem management D) Incident management Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 33/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Problem management makes a special contribution to Continual improvement by uncovering issues that can be managed through Continual improvement. 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. Knowledge management is the practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization. Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. 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. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.1 General management processes, 5.1.2 Continual improvement, pp. 80-83 ITIL Foundation ITIL 4 Edition, Glossary, pp. 182-198 Question #34 of 40 Question ID: 1746583 Which of the following is NOT one of the six value chain activities? A) Plan B) Engage C) Improvise D) Deliver and support Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 34/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Improvise is not a value chain activity. The six value chain activities are: Plan Improve Engage Design and transition Obtain/build Deliver and support These activities represent the steps an organization takes in the creation of value. Each activity transforms inputs into outputs. These inputs can be demanded from outside the value chain or outputs of other activities. All the activities are interconnected, with each activity receiving and providing triggers for further action. Objective: Understand the activities of the service value chain, and how they interconnect Sub-Objective: Describe the purpose of each value chain activity: a) Plan b) Improve c) Engage d) Design & transition e) Obtain/build f) Deliver & support References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.5 Service value chain, pp. 57-61 Question #35 of 40 Question ID: 1746586 Which statement is true of traditional/waterfall/predictive environments but NOT true of Agile/DevOps environments? A) There is no review process. B) Release management and deployment are a single process. C) There is no release plan. D) Release management and deployment are two separate processes. Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 35/41 1/31/25, 7:11 PM Kaplanlearn - Quiz In traditional/waterfall/predictive environments, Release management and deployment may be combined and executed as a single process. Both environments include release plans and a review process. In Agile/DevOps environments, Release management and deployment are two separate processes. Objective: Know the purpose and key terms of 15 ITIL practices Sub-Objective: Recall the purpose of the following ITIL practices: a) Information security management b) Relationship management c) Supplier management d) IT asset management e) Monitoring and event management f) Release management g) Service configuration management h) Deployment management i) Continual improvement j) Change control k) Incident management l) Problem management m) Service request management n) Service desk o) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management processes, 5.2 Service management practices, 5.2.9 Release management, pp. 134-137 Question #36 of 40 Question ID: 1746667 An IT service organization wants to provide a Service desk facility to its users by recruiting Service desk staff that will provide service support from their homes. Which type of Service desk organizational structure should the IT service organization implement? A) Local Service desk B) Follow-the-sun Service desk C) Centralized Service desk D) Virtual Service desk Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 36/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The organization should implement a virtual Service desk model. This Service desk organizational structure is implemented when Service desk personnel are located in different geographical regions and use the Internet or other tools to give users the impression that there is a centralized Service desk providing services. A centralized Service desk model is implemented when multiple Service desks from different locations are merged into a single Service desk at a central location. A follow-the-sun Service desk model is a combination of multiple Service desks located in different geographical regions. Each Service desk operates only during its local business hours and hands over pending cases at the end of the business day to another Service desk that is about to start its business day. A local Service desk structure is implemented when a Service desk is required to be located physically close to the user base they must serve. Local Service desks are implemented for demographic variations, such as time zone, language, political, and cultural. Objective: Understand 7 ITIL practices Sub-Objective: Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: - The continual improvement model b) Change enablement c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.14 Service desk, pp. 149-151 Office of Government Commerce. Service Operation, Chapter 6: Organizing for Service Operation, 6.2.3 Service desk organizational structure, pp. 111-114. Question #37 of 40 Question ID: 1746598 Which of the following ITIL management practices is responsible for preventing recurring incidents? A) Monitoring and event management B) Information security management C) Problem management D) Incident management Explanation https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 37/41 1/31/25, 7:11 PM Kaplanlearn - Quiz The Problem management practice is responsible for preventing recurring incidents. This practice must identify and prevent problems and their resulting incidents and minimize the impact of incidents that cannot be prevented. The objectives of Problem management include the following: Eliminating recurring incidents Minimizing the impact of incidents that cannot be prevented Preventing problems and resulting incidents from happening Managing problems throughout their lifecycle Preventing problems and their resultant incidents Minimizing the impact of incidents that cannot be prevented Problem management works with Change enablement, Incident management, and Availability management on a regular basis. A problem record should be created when technical management identifies a permanent resolution to a number of recurring incidents. The Monitoring and event management practice uses a management tool or agent to indicate when an abnormal operation, such as an incorrect password, has occurred. This practice detects and analyzes events and determines the appropriate action to take. The Incident management practice handles all incidents, including failures and user queries. This practice is responsible for ensuring that an affected service recovers as quickly as possible to minimize its impact on the business. The Information security management practice ensures risks are managed when it comes to the confidentiality, integrity, and authentication of information. While this practice also involves topics related to the availability of information, it is concerned more with the security of data than with the availability of data. The availability of data is covered in the Availability management practice. The steps involved in Problem management are: 1. Detect the problem. 2. Log the problem. 3. Categorize the problem. 4. Prioritize the problem. 5. Investigate and diagnose the problem. 6. Deploy workaround. 7. Raise a Known Error Record. 8. Resolve the problem. 9. Close the problem. Once a problem is closed, you may need to perform a major problem review. During this review, you should identify the following: Things that were done correctly Things that were done incorrectly Ways to prevent recurrence What could be done better in the future Objective: Know the purpose and key terms of 15 ITIL practices Sub-Objective: Recall the purpose of the following ITIL practices: a) Information security management b) https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 38/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Relationship management c) Supplier management d) IT asset management e) Monitoring and event management f) Release management g) Service configuration management h) Deployment management i) Continual improvement j) Change control k) Incident management l) Problem management m) Service request management n) Service desk o) Service level management References: ITIL Foundation ITIL 4 Edition, Chapter 5: ITIL management practices, 5.2 Service management practices, 5.2.8 Problem management, pp. 130-134 ITIL Foundation ITIL 4 Edition, Glossary, pp. 182-198 Question #38 of 40 Question ID: 1749174 Which of the following statements can be CORRECT regarding the utility of a service? 1. It is the functionality offered by a product or service to meet a particular need. 2. It can be summarized as “what the service does.” 3. It can be used to determine whether a service is “fit for purpose.” 4. It can support the performance of the consumer. 5. It can remove the constraints from the consumer. A) All of these statements are true B) 1, 2, and 4 C) 2 and 3 D) 1 and 2 Explanation All of these statements are correct regarding the utility of a service. Utility is the functionality offered by a product or service to meet a particular need. Utility is “what the service does.” This term is often used to determine whether a service is “fit for purpose.” To have utility, a service can support the consumer’s performance or remove consumer constraints. Many services do both. Objective: Understand the key concepts of service management Sub-Objective: Describe the key concepts of creating value with services: a) Cost b) Value c) Organization d) Outcome e) Output f) Risk g) Utility h) Warranty References: ITIL Foundation ITIL 4 Edition, Chapter 2: Key concepts of service management, 2.5 Value: outcomes, costs, and risks, 2.5.4 - Utility and warranty, pp. 19-21 https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 39/41 1/31/25, 7:11 PM Kaplanlearn - Quiz Question #39 of 40 Question ID: 1746570 Which of the following terms accurately represent the letters in the acronym used in PESTLE, which are the external factors that influence or constrain service providers? A) Peripheral, endpoint, synchronous, transmission, layer, extended B) Processing, encryption, software, two-factor, latency, executable C) Platform, enterprise, system, third-generation, legacy, external D) Political, economic, social, technological, legal, environmental Explanation Political, economic, social, technological, legal, and environmental are the terms that accurately represent the letters in the acronym PESTLE (or PESTEL). As service providers work in complex environments and are affected by a number of external aspects, the PESTLE model may be used to help analyze these different factors. In addition, service providers may use a combination of these factors to solve issues involved with the four dimensions of service management. The rest of the terms listed do not accurately represent the letters in the acronym PESTLE. Objective: Understand the four dimensions of service management Sub-Objective: Describe the four dimensions of service management: a) Organizations and people b) Information and technology c) Partners and suppliers d) Value streams and processes References: ITIL Foundation ITIL 4 Edition, Chapter 3: The four dimensions of service management, 3.5 External factors, p. 34 Question #40 of 40 Question ID: 1746559 Which of the following statements is NOT correct about the Collaborate and promote visibility guiding principle? A) Exclusion is generally a better policy than inclusion. Working together in a way that leads to real accomplishment requires information, B) understanding, and trust. https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 40/41 1/31/25, 7:11 PM Kaplanlearn - Quiz When improvement activity occurs in relative silence, assumptions, and rumors may C) prevail. D) Cooperation and collaboration are better than isolated work. Explanation It is NOT correct that exclusion is generally a better policy than inclusion. Inclusion is better because creative solutions, enthusiastic contributions, and important perspectives can be obtained from unexpected sources. The other options are correct about the Collaborate and promote visibility guiding principle. Objective: Understand how the ITIL guiding principles can help an organization adopt and adapt service management Sub-Objective: Explain the use of the guiding principles: a) Focus on value b) Start where you are c) Progress iteratively with feedback d) Collaborate and promote visibility e) Think and work holistically f) Keep it simple and practical g) Optimize and automate References: ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4.3 The ITIL guiding principles, 4.3.4 Collaborate and promote visibility, p. 49 https://www.kaplanlearn.com/education/dashboard/index/e295edd39b93eb83dc831b6df91f6da8/qbank/104121075/quiz/327215528/print 41/41