D336 ITIL 4

D336 ITIL 4

Leave the first rating Students also studied Terms in this set (86) Science Computer Science Computer Security and Reliability Save D385 Pre-Assessment (All Correct) 39 terms Cydo_EntisPreview

WGU - D426: Objective Assessment...

151 terms natesoundslike Preview WGU D333 Ethics in Technology - W...332 terms DrkintrudrPreview C839v5 Teacher Sha What is the definition of service management?A set of specialized organizational capabilities for enabling value to customers Identify the missing word(s) in the following sentence. A user is a person who uses [?].Outputs What is defined as a cause, or potential cause, of one or more incidents?Problem Identify the missing word in the following sentence. [?] 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.Problem

Dion Training has outsourced the development of a mobile application to support their students' learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application.Which of the following terms best describes the activities performed by Dion Training in this example?Service offering (Incorrect) Service relationship management Service provision Service consumption (Correct) Service Consumption What term best describes a service that is 'fit for purpose'?Utility Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?Think and work holistically Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?Obtain/build Your company's web server is currently experiencing a denial of service attack which is preventing external users from accessing the company's e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall's access control list. Normally, any changes to the firewall's access control list must be approved through change management first.Which type of change should be initiated by the information security team?Emergency What is a standard change?A change that is routine in nature and, is fully documented, and the risks are well- understood You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?Normal Each time users attempt to log on to the domain using their username and password, they receive an error that 'the authentication server is not responding'. This is happening to multiple users across the network. How would you categorize this issue?Problem

How does 'service request management' contribute to 'design and transition' activity?By initiating standard changes to to fulfill service requests What does a centralized service desk require?Remote Access Tools Your company has three service desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India.What type of service desk model is your company using?Follow The Sun What is the definition of a service?A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.Service Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?A service offering What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?Organization Which guiding principle is most affected by the customer experience (CX)?Focus on value Which ITIL concept describes the service value chain? Service value system Which value chain activity includes portfolio decisions for design and transition?Plan What is a normal change?A change that needs to be assessed, authorized, and scheduled by a change authority What is NOT a phase in problem management?Problem classification How does 'service request management' contribute to the 'improve' value chain activity?It analyzes data to identify opportunities to provide new service request options

What is a service level agreement used for?To measure the performance of services from a customer's point of view How does 'service level management' contribute to the 'plan' value chain activity?Provides information about the actual service performance and trends What is the definition of a customer?A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?Incident Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.Service desk Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.Change enablement Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training's website. Dion Training is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?Service consumption What term best describes a service that is 'fit for use'? Warranty What are guiding principles considered?Recommendations You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?Start where you are