ITIL Exam 2022/2023 questions and answers.

An event is any change of state that has significance for the management of a(n) [?] or other configuration items. Service Which guiding principle is most affected by the customer experience (CX)? Focus on value 00:44 01:36 Which of these are NOT a key focus of the 'partners and suppliers' dimension? Workflow management and inventory systems How does 'service request management' contribute to the 'improve' value chain activity? It analyzes data to identify opportunities to provide new service request options How does 'service level management' contribute to the 'plan' value chain activity? Provides information about the actual service performance and trends Which value chain activity includes portfolio decisions for design and transition? Plan Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google's G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training's students? Service relationship management You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation? Focus on value 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 How does 'service request management' contribute to the 'deliver and support' value chain activity? It ensures that users continue to be productive when they need assistance from the service provider You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the targets). Just then, another executive asks, "If everything is showing as 'green', why am I hearing other users complain that the service is always unavailable for use?" What might be the reason for this? Your supervisor's data is not based on business outcomes How does 'service level management' contribute to the 'improve' value chain activity? Uses feedback from users about the service and requirements from customers to make the service better What is the definition of an IT asset? Any valuable component that can contribute to the delivery of an IT product or service What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services? Continual improvement Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success? Collaborate and promote visibility 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? It can provide automated matching of incidents to problems or known errors 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 During which step of the continual improvement model do you create your objective baseline measurement? Where are we now What is the purpose of the 'change control' practice? 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 Dion Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher