D336 Business of IT – Applications
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Free D336 Business of IT – Applications Questions
1. Which set of functions, processes, methods, roles, and activities of a service provider provide value to the customer?
- Information and technology
- Value streams and processes
- Organizations and people
- Partners and suppliers
- Service management
Explanation
Value streams and processes represent the specific ways in which an organization delivers value to customers. They involve the end-to-end flow of activities, from identifying a customer's need through to the fulfillment of that need. These processes are critical in ensuring that the service provider effectively delivers value in a way that aligns with customer expectations.
2. Which statement about a change authority is CORRECT?
- A single change authority should be assigned to authorize all types of change and change models
- Normal changes are pre-authorized and do not need a change authority
- A change authority should be assigned for each type of change and change model
- 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.
3. Which ITIL concept describes practices?
- Seven guiding principles
- Service value system
- Service value chain
- Four dimensions of service management
Explanation
The Service Value System (SVS) encompasses all the components and activities of an organization that work together to facilitate value creation through service management. This includes practices, which are structured sets of activities designed to achieve a specific outcome. Practices are integral parts of the SVS, helping organizations deliver value.
4. 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 resolution and closure of complex incidents
- It can ensure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA)
- It can provide automated matching of incidents to problems or known errors
- The system can provide specialized knowledge for solving complicated incidents
Explanation
The main benefit of using an incident management system is that it helps track and manage incidents to ensure they are resolved within the defined service level agreement (SLA). It allows for monitoring incident resolution times, which is a critical component of meeting agreed-upon service expectations.
5.
Which practice handles all pre-defined user-initiated service actions?
- Deployment management
- Incident management
- Service level management
- Service request management
Explanation
Explanation
Service request management is responsible for handling all predefined, user-initiated requests in a consistent and efficient manner. These requests are typically low risk, standardized, and well-documented, such as requests for access, information, or standard services. Incident management focuses on restoring service after disruptions, deployment management handles releases into live environments, and service level management oversees performance agreements rather than individual user actions.Correct Answer Is:
Service request management
6. Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?
- Improve
- Deliver and support
- Obtain/build
- Design and transition
Explanation
The "Obtain/build" activity within the service value chain ensures that the necessary service components (such as hardware, software, or other resources) are available, built, and meet the required specifications. This activity is responsible for acquiring and developing the resources that will later be used in the service lifecycle, making sure they are ready when needed and comply with the agreed requirements.
7. 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.
- Options 2 and 3
- All of the options
- Options 1 and 3
- 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.
8. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
- Outcomes
- Cost
- Outputs
- 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.
9.
Which practice guarantees that users have a range of access channels to choose from to report problems?
- Service desk
- Service level management
- Incident management
- Change enablement
Explanation
Explanation
The service desk practice is responsible for providing a single point of contact between users and the service provider. It ensures users can report incidents and issues through multiple access channels such as phone, email, chat, self-service portals, or walk-in support. Incident management focuses on restoring service, service level management focuses on performance targets, and change enablement governs changes rather than user access channels.Correct Answer Is:
Service desk
10.
Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should ___ the existing methods and services when building for the future.
- Consider
- Re-use
- Discard
- Improve
Explanation
Explanation
The ITIL guiding principle “start where you are” stresses the importance of evaluating what already exists before making changes. Organizations are encouraged to consider current methods, services, and processes to determine what can be reused or improved rather than starting from scratch. The sentence aligns directly with this principle by emphasizing thoughtful evaluation of existing capabilities as a foundation for future improvements.Correct Answer Is:
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