D336 Business of IT – Applications
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Free D336 Business of IT – Applications Questions
1. Which of the following are examples of release policies? 1.The number of releases that should occur per year. 2.The frequency of releases that occur. 3.The maximum size of releases that occur.
- A. Options 2 and 3
- B. All of the options
- C. Options 1 and 3
- D. Options 1 and 2
Explanation
Release policies guide how changes and new functionalities are delivered into the live environment. They cover aspects such as the frequency (how often releases occur), the number of releases per year, and the maximum size or scope of each release. These policies help standardize and streamline release practices for consistency, predictability, and risk management.
2. Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?
- A. Think and work holistically
- B. Progress iteratively with feedback
- C. Focus on value
- D. Optimize and automate
Explanation
The guiding principle "Optimize and automate" is focused on ensuring that the human and technical resources are used efficiently by eliminating waste and automating tasks that are repetitive or low-value. This approach helps maximize the value generated by resources by streamlining processes and allowing resources to focus on higher-value tasks, thus increasing overall effectiveness and efficiency.
3. What is the definition of a customer?
- A. A person who authorizes budget for service consumption
- B. A person who works for an organization other than the service provider
- C. A person who uses services
- D. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Explanation
A customer is someone who defines the requirements for a service, and is ultimately accountable for the outcomes of that service's consumption. The customer typically sets the expectations, approves the budgets, and ensures the service meets the desired needs and value outcomes for the organization. The customer’s role is key in aligning service delivery with organizational goals and expectations.
4. What is the definition of a sponsor?
- a. A person who uses services
- b. A person who authorizes budget for service consumption
- c. A person who works for an organization other than the service provider
- d. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Explanation
A sponsor is typically a person within the organization who defines the service requirements and is accountable for ensuring that the service meets the necessary goals and outcomes. They play a critical role in overseeing the successful implementation and consumption of the service.
5. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
- A. Outcomes
- B. Cost
- C. Outputs
- D. Benefits
Explanation
A customer is typically responsible for the outcomes of service consumption, which are the results or impacts the service is intended to deliver. This focuses on the value or change that the service creates, rather than merely the process or resources involved. Outcomes are the broader, measurable effects that come from using the service.
6. Which of the following would be a technology required by a centralized Service desk?
- A. All of these options
- B. Configuration management systems
- C. Workflow systems
- D. Remote access tools
- E. Dashboard and monitoring tools
Explanation
A centralized Service Desk requires several technologies to function efficiently. Configuration management systems help the service desk manage and track configuration items (CIs), ensuring they have the correct information for incident and service request resolution. Workflow systems streamline processes, ensuring that tasks are completed in the correct order and according to predefined steps. Remote access tools allow service desk agents to troubleshoot and resolve issues on users' devices. Dashboard and monitoring tools provide real-time data and alerts, enabling the service desk to proactively manage services and respond to issues quickly.
7. How does 'service level management' contribute to the 'deliver and support' value chain activity?
- A. Provides objectives for component and service performance for products and services
- B. Collects feedback during interactions and communicates service performance objectives to the operations and support teams
- C. Provides information about the actual service performance and trends
- D. Provides feedback from interactions with customers into new or changed services
Explanation
Service level management contributes to the "deliver and support" value chain activity by gathering data on actual service performance and trends. This helps ensure that services are meeting the agreed-upon service levels and allows teams to monitor performance in real-time, enabling proactive responses to any deviations from expected outcomes.
8. Which ITIL concept describes continual improvement?
- A. Service value system
- B. Four dimensions of service management
- C. Service value chain
- D. Practices
Explanation
The Service Value System (SVS) in ITIL includes the continual improvement model as a core concept. It ensures that organizations can constantly evaluate and improve their services, processes, and overall operations to align with changing customer needs and business objectives. The SVS integrates the various components of ITIL to enable consistent improvement across all levels.
9. A user is a person who uses [?].
- A. Products
- B. Services
- C. Functionality
- D. Outputs
Explanation
A user is defined as someone who interacts with or consumes services provided by an organization. Services are designed to meet specific needs and are delivered to users for consumption. While products, functionality, and outputs may be part of the service offering, it is the service itself that the user primarily engages with.
10. Which statement is FALSE about the role of measurement in the 'Star Where You Are' guiding principle?
- a. Over reliance on data analytics and reporting can create biases and risks in decision-making.
- b. It should support, but not replace what is observed.
- c. Direct observation should never be the preferred option.
- d. The act of reporting can sometimes affect the results.
Explanation
The 'Star Where You Are' guiding principle encourages organizations to make decisions based on evidence and observations, and it is important to balance data analysis with direct observation. In many situations, direct observation is invaluable and may provide more accurate and context-rich insights than data alone. Thus, the statement that "direct observation should never be the preferred option" is false because there are scenarios where direct observation is more effective than relying solely on measurements or reports.
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