D336 Business of IT – Applications
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Free D336 Business of IT – Applications Questions
1. 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.
- A. 1, 2, and 3
- B. All of the statements
- C. 1 and 4
- D. 2 and 3
Explanation
All four statements are critical elements of service management. Service management involves understanding how value is co-created between service providers and consumers (statement 1), considering all stakeholders involved (statement 2), examining the relationship between services, products, and stakeholders (statement 3), and reviewing the outcomes, costs, and risks associated with services (statement 4). These concepts ensure that services are managed effectively to deliver value and meet customer needs.
2. What is defined as a change of state that has significance for the management of a service or other configuration item (CI)?
- A. Incident
- B. Problem
- C. Alert
- D. Event
Explanation
An "Event" refers to a change of state in a service or configuration item (CI) that has significance for its management. Events can be triggered by system monitoring tools, indicating that something has changed or requires attention, such as a service outage or performance issue. These events are essential for tracking and managing the state of services and CIs.
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. Which statement about a change authority is CORRECT?
- A. A single change authority should be assigned to authorize all types of change and change models
- B. Normal changes are pre-authorized and do not need a change authority
- C. A change authority should be assigned for each type of change and change model
- D. Emergency changes can be implemented without authorization from a change authority
Explanation
A change authority is designated for each type of change and change model, ensuring that the appropriate individuals are involved in decision-making for different types of changes. This approach helps manage risk and provides accountability across the various change processes. Different types of changes, such as emergency, normal, and standard changes, may require different levels of authority for approval.
5. What term best describes a service that is 'fit for purpose'?
- A. Warranty
- B. Output
- C. Utility
- D. Outcomes
Explanation
In ITIL (Information Technology Infrastructure Library), "utility" refers to the functionality of a service — whether it meets the customer's needs and is "fit for purpose." A service that is fit for purpose delivers the required outcomes and fulfills the specific needs for which it was designed. It focuses on how well the service performs its intended tasks.
6. 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?
- a. Standard
- b. Normal
- c. Emergency
- d. Routine
Explanation
A normal change is a planned, authorized, and scheduled change that follows the organization's standard procedures for assessment, approval, and implementation. In this case, the installation of a new email server would require careful planning and approval, making it a normal change.
7. Which option(s) is an objective example of customer experience (CX)?
- A. None of these options.
- B. The layout of the service provider's website.
- C. On-time delivery of what was ordered.
- D. All of these options.
- E. The friendliness of the customer service representative.
Explanation
Customer experience (CX) refers to the overall experience a customer has when interacting with a service provider. It encompasses all touchpoints, including how the service is delivered, the ease of using the service, and the emotional response customers have during their interactions. The layout of the website, the timeliness of delivery, and the friendliness of customer service are all crucial aspects of CX that impact customer satisfaction and perception.
8. A user sends a complaint about the slow performance of an application. Which of the following BEST categorizes the user's complaint?
- A. Incident
- B. Change request
- C. Problem
- D. Alert
Explanation
An incident is defined as an unplanned interruption or reduction in the quality of an IT service. The user's report about slow performance fits this definition, as it impacts the service quality and requires support to restore normal operation. It is a service disruption from the user's perspective.
9. Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?
- A. Where are we now
- B. What is the vision
- C. How do we keep the momentum going
- D. How do we get there
Explanation
The continual improvement model emphasizes maintaining the momentum of improvements made. Since the first phase has already achieved 43% adoption, the next step is to focus on sustaining and building upon that success. This involves addressing the challenges faced during the initial phase, motivating users to adopt the two-factor authentication, and working towards a higher adoption rate. This step is essential in ensuring the improvements continue towards the goal of 100% usage.
10. What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?
- A. Continual improvement
- B. Service value chain
- C. Practices
- D. Guiding principles
Explanation
The service value chain is the central element of the ITIL service value system. It defines the key activities required to respond to demand and facilitate value creation through the effective creation and management of products and services. It enables an organization to transform inputs into outputs in a way that delivers value to customers and stakeholders.
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