ITIL Foundation Sample 3 1 / 48 Which activity contributes to the 'where are we now?' step of the 'continual improvement' model? Executing improvement actions Performing baseline assessments Defining the improvement plan Understanding the business mission 2 / 48 Which describes a 'change authority'? A model used to determine who will assess a change A person who approves a change A tool used to help plan changes A way to manage the people aspects of change 3 / 48 Which is NOT a component of the service value system? Practices The guiding principles Governance The four dimensions of service management 4 / 48 Which dimension considers data security and privacy? Organizations and people Information and technology Partners and suppliers Value streams and processes 5 / 48 Which statement about outputs is CORRECT? They consist of several outcomes They capture customer demand for services They contribute to the achievement of outcomes They describe how the service performs 6 / 48 Which practice has a strong influence on the user experience and perception of the service provider? Service desk Change enablement Service level management Supplier management 7 / 48 Which statement about service relationship management is CORRECT? It focuses on the service actions performed by users It requires the service consumer to create resources for the service provider It requires co-operation of both the service provider and service consumer It focuses on the fulfilment of the agreed service actions 8 / 48 What is the MOST important reason for prioritizing incidents? To ensure that user expectations are realistic To ensure that incidents with highest impact are resolved first To help information-sharing and learning To provide links to related changes and known errors 9 / 48 Which 'service level management' activity helps staff to deliver a more business-focused service? Creating targets based on the percentage of uptime of a service Understanding the ongoing requirements of customers Using complex technical terminology in service level agreements (SLAs) Measuring low-level operational activities 10 / 48 How are target resolution times used in the 'incident management' practice? They are agreed, documented, and communicated to help set user expectations They are established, reviewed, and reported to ensure that customers are happy with the service They are initiated, approved, and managed to ensure that predictable responses are achieved They are scheduled, assessed and authorized to reduce the risk of service failures 11 / 48 Why should some service requests be fulfilled with no additional approvals? To ensure that spending is properly accounted for To ensure that information security requirements are met To streamline the fulfilment workflow To set user expectations for fulfilment times 12 / 48 What is a set of specialized organizational capabilities for enabling value for customers in the form of services? Service offering Service provision Service management Service consumption 13 / 48 Which gives a user access to a system? Service requirement Service agreement Service consumption Service provision 14 / 48 Which statement about managing incidents is CORRECT? Low impact incidents should be resolved efficiently, making logging unnecessary The 'incident management' practice should use a single process regardless of the impact of the incident Low impact incidents should be resolved efficiently so the resource required is reduced Incidents with the lowest impact should be resolved first 15 / 48 Which statement about the service value chain is CORRECT? The service value chain converts value into demand Each value chain activity uses different combinations of practices to convert inputs into outputs Each value chain activity identifies a requirement for resources from an external supplier The service value chain uses value streams to describe a combination of consumers and providers 16 / 48 What describes how components and activities work together to facilitate value creation? The ITIL service value system The ITIL guiding principles The four dimensions of service management A service relationship 17 / 48 Which practice involves the management of vulnerabilities that were not identified before the service went live? Service request management Problem management Change control Service level management 18 / 48 Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT? It should always be used to support direct observation It should always be used instead of direct observation Measured data is always more accurate than direct observation The act of measuring always positively impacts results 19 / 48 Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? Service desk Service request management Service level management Service configuration management 20 / 48 What should be considered as part of the 'partners and suppliers' dimension? The level of integration and formality involved in the relationships between organizations The activities, workflows, controls and procedures needed to achieve the agreed objectives The information created, managed and used in the course of service provision and consumption The required skills and competencies of teams and individual members of the organization 21 / 48 Which practice makes new services available for use? Change enablement Release management Deployment management IT asset management 22 / 48 Which activity contributes to the 'where are we now?' step of the 'continual improvement' model? Executing improvement actions Performing baseline assessments Defining the improvement plan Understanding the business mission 23 / 48 Which guiding principle considers the importance of customer loyalty? Progress iteratively with feedback Focus on value Optimize and automate Start where you are 24 / 48 Which is a recommendation of the guiding principle 'think and work holistically'? Conduct a review of existing service management practices and decide what to keep and what to discard Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner Review service management practices and remove any unnecessary complexity Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative 25 / 48 Which statement about 'continual improvement' is CORRECT? All improvement ideas should be logged in a single 'continual improvement register' A single team should carry out 'continual improvement' across the organization 'Continual improvement' should have minimal interaction with other practices Everyone in the organization is responsible for some aspects of 'continual improvement' 26 / 48 What impact does automation have on a service desk? Less low level work and a greater ability to focus on user experience Increased phone contact and a reduced ability to focus on user experience Ability to work from multiple locations, geographically dispersed Ability to work from a single centralized location 27 / 48 Identify the missing word(s) in the following sentence: The service desk should be the entry point and single point of contact for the [?] with all of its users. Service consumer Service provider Customer Supplier 28 / 48 What aspect of 'service level management' asks service consumers what their work involves and how technology helps them? Customer engagement Operational metrics Business metrics Customer feedback 29 / 48 Which is a result of applying the guiding principle 'progress iteratively with feedback'? The ability to discover and respond to failure earlier Standardization of practices and services Understanding the customer's perception of value Understanding the current state and identifying what can be reused 30 / 48 What can be used to determine if a service is 'fit for purpose'? Availability Warranty Outcome Utility 31 / 48 In service relationships, what is a benefit of identifying consumer roles? It enables effective stakeholder management It provides shared service expectations It removes constraints from the customer It enables a common definition of value 32 / 48 Which is an external input to the service value chain? The 'improve' value chain activity An overall plan Customer requirements Feedback loops 33 / 48 What term is used to describe whether a service will meet availability, capacity and security requirements? Outcomes Value Utility Warranty 34 / 48 What is the purpose of the 'incident management' practice? To minimize the negative impact of incidents by restoring normal service operation as quickly as possible To capture demand for incident resolution and service requests To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents To support the agreed service quality by effective handling of all agreed user-initiated service requests 35 / 48 What is defined as an unplanned interruption or reduction in the quality of a service? An incident A problem A change An event 36 / 48 Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? Supplier management Change control Relationship management Service desk 37 / 48 What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'? Restricting information about the improvement to essential stakeholders only Increasing collaboration and visibility for the improvement Involving customers after all planning has been completed Engaging every stakeholder group in the same way, with the same communication 38 / 48 What varies in size and complexity, and uses functions to achieve its objectives? A risk An organization A practice An outcome 39 / 48 Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? Deployment management Release management Change control Service configuration management 40 / 48 Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? Information security management Continual improvement Monitoring and event management Service level management 41 / 48 Which will help solve incidents more quickly? Target resolution times Escalating all incidents to support teams Collaboration between teams Detailed procedural steps for incident investigation 42 / 48 When is the earliest that a workaround can be documented in 'problem management'? After the problem has been logged After the problem has been prioritized After the problem has been analyzed After the problem has been resolved 43 / 48 Which is an activity of the 'problem management' practice? Restoration of normal service operation as quickly as possible Prioritization of problems based on the risk that they pose Authorization of changes to resolve the cause of problems Resolution of incidents in a time that meets customer expectations 44 / 48 Which practice is MOST likely to benefit from the use of chatbots? Service level management Change enablement Continual improvement Service desk 45 / 48 Where are the details of the required performance outcomes of a service defined? Service level agreements Service requests Service components Service offerings 46 / 48 Which value chain activity ensures a shared understanding of the current status and required direction for all products and services? Plan Improve Design and transition Deliver and support 47 / 48 Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? Release management Supplier management Service management Relationship management 48 / 48 Which two practices interact the MOST with the service desk practice? Incident management and service request management Service request management and deployment management Deployment management and change enablement Change enablement and incident management Your score is 0% For more Sample papers, refer the links below: ITIL4 FOUNDATION SAMPLE 1 ITIL4 FOUNDATION SAMPLE 2 ITIL4 FOUNDATION SAMPLE 4 ITIL4 FOUNDATION SAMPLE 5 ITIL4 FOUNDATION SAMPLE 6 ITIL4 FOUNDATION SAMPLE 7 ITIL4 FOUNDATION SAMPLE 8
