ITIL Foundation Sample 1 1 / 54 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 2 / 54 Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? Change enablement Information security management Service configuration management Problem management 3 / 54 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 4 / 54 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 5 / 54 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 6 / 54 What can be used to determine if a service is 'fit for purpose'? Availability Warranty Outcome Utility 7 / 54 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 8 / 54 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 9 / 54 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 10 / 54 What term is used to describe whether a service will meet availability, capacity and security requirements? Outcomes Value Utility Warranty 11 / 54 Which practice is MOST likely to benefit from the use of chatbots? Service level management Change enablement Continual improvement Service desk 12 / 54 Where are the details of the required performance outcomes of a service defined? Service level agreements Service requests Service components Service offerings 13 / 54 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 14 / 54 Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. costs users value performances 15 / 54 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 16 / 54 Which practice is responsible for moving components to live environments? Change enablement Release management IT asset management Deployment management 17 / 54 Which practice includes the classification and ownership of queries and requests from users? Service desk Incident management Change enablement Service level management 18 / 54 Which practice identifies metrics that reflect the customer’s experience of a service? Continual improvement Service desk Service level management Problem management 19 / 54 Which service management dimension is focused on activities and how these are coordinated? Value streams and processes Partners and suppliers Organizations and people Information and technology 20 / 54 How does categorization of incidents assist the ‘incident management’ practice? It helps direct the incident to the correct support area It determines the priority assigned to the incident It ensures that incidents are resolved in timescales agreed with the customer It determines how the service provider is perceived 21 / 54 Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve. the warranty outcomes the utility outputs 22 / 54 Which is a recommendation of the ‘continual improvement’ practice? There should at least be a small team dedicated to leading ‘continual improvement’ efforts All improvements should be managed as multi-phase projects ‘Continual improvement' should be isolated from other practices External suppliers should be excluded from improvement initiatives Show hint 23 / 54 Which is a potential benefit of using an IT service management tool to support the 'incident management' practice? It may ensure that the cause of incidents is identified within agreed times It may provide automated matching of incidents to problems or known errors It may ensure that supplier contracts are aligned with the needs of the service provider It may provide automated resolution and closure of complex incidents 24 / 54 Which role submits service requests? The user, or their authorized representative The customer, or their authorized representative The sponsor, or their authorized representative The supplier, or their authorized representative 25 / 54 Which practice provides a single point of contact for users? Incident management Change control Service desk Service request management 26 / 54 Which guiding principle recommends that the four dimensions of service management are considered? Think and work holistically Progress iteratively with feedback Focus on value Keep it simple and practical 27 / 54 Which would be supported by the ‘service request management’ practice? A request to authorize a change that could have an effect on a service A request from a user for something which is a normal part of service delivery A request to restore service after a service interruption A request to investigate the cause of multiple related incidents 28 / 54 Which practice is the responsibility of everyone in the organization? Service level management Change control Problem management Continual improvement 29 / 54 Identify the missing word in the following sentence. The purpose of the ‘information security management’ practice is to [?] the organization’s information. store provide audit protect 30 / 54 Which guiding principle recommends collecting data before deciding what can be re-used? Focus on value Start where you are Keep it simple and practical Progress iteratively with feedback 31 / 54 Which is NOT usually included as part of incident management? Scripts for collecting initial information about incidents Formalized procedures for logging incidents Detailed procedures for the diagnosis of incidents The use of specialized knowledge for complicated incidents 32 / 54 Which describes the nature of the guiding principles? Guiding principles can guide an organization in all circumstances Each guiding principle mandates specific actions and decisions An organization will select and adopt only one of the seven guiding principles Guiding principles describe the processes that all organizations must adopt 33 / 54 Which statement about a change authority is CORRECT? A single change authority should be assigned to authorize all types of change and change models A change authority should be assigned for each type of change and change model Normal changes are pre-authorized and do not need a change authority Emergency changes can be implemented without authorization from a change authority 34 / 54 Which practice has the purpose of making new and changed services and features available for use? Change control Service request management Release management Deployment management 35 / 54 Which value chain activity ensures people understand the organization’s vision? Improve Plan Deliver and support Obtain/build 36 / 54 Which statement about the value chain activities is CORRECT? Every practice belongs to a specific value chain activity A specific combination of value chain activities and practices forms a service relationship Service value chain activities form a single workflow that enables value creation Each value chain activity contributes to the value chain by transforming specific inputs into outputs 37 / 54 What is the purpose of the ‘supplier management’ practice? To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed 38 / 54 What are the two types of cost that a service consumer should evaluate? The price of the service, and the cost of creating the service The costs removed by the service, and the costs imposed by the service The cost of provisioning the service, and the cost of improving the service The cost of software, and the cost of hardware 39 / 54 Which is a purpose of the ‘service desk’ practice? To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents To maximize the number of successful IT changes by ensuring risks are properly assessed To capture demand for incident resolution and service requests To set clear business-based targets for service performance 40 / 54 How should an organization adopt continual improvement methods? Use a new method for each improvement the organization handles Select a few key methods for the types of improvement that the organization handles Build the capability to use as many improvement methods as possible Select a single method for all improvements that the organization handles 41 / 54 Which ITIL concept describes governance? The seven guiding principles The four dimensions of service management The service value chain The service value system 42 / 54 Which is a recommendation of the ‘service desk’ practice? Service desks should avoid the use of automation Service desks should be highly technical Service desks should understand the wider organization Service desks should be a physical team in a single fixed location Show hint 43 / 54 Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility 44 / 54 What is a standard change? A change that is well understood, fully documented and pre-authorized A change that needs to be assessed, authorized, and scheduled by a change authority A change that doesn’t need a risk assessment because it is required to resolve an incident A change that is assessed, authorized, and scheduled as part of ‘continual improvement’ 45 / 54 What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? A change request is submitted to change control Problem management restores the service as soon as possible The problem remains in the known error status The problem record is deleted 46 / 54 What is the definition of change? To add, modify or remove anything that could have a direct or indirect effect on services To ensure that accurate and reliable information about the configuration of services is available To make new and changed services and features available for use To move new or changed hardware, software, or any other component to live environments 47 / 54 What is the definition of an event? Any change of state that has significance for the management of a service or other configuration item Any component that needs to be managed in order to deliver an IT service An unplanned interruption to a service or reduction in the quality of a service Any financially valuable component that can contribute to the delivery of an IT product or service 48 / 54 Which describes outcomes? Tangible or intangible deliverables Functionality offered by a product or service Results desired by a stakeholder Configuration of an organization’s resources 49 / 54 Which is NOT a key focus of the ‘information and technology’ dimension? Security and compliance Communication systems and knowledge bases Workflow management and inventory systems Roles and responsibilities 50 / 54 Which practices are typically involved in the implementation of a problem resolution?1. Continual improvement2. Service request management3. Service level management4. Change control 1 and 2 1 and 4 3 and 4 2 and 3 51 / 54 Which is a key consideration for the guiding principle ‘keep it simple and practical’? Try to create a solution for every exception Understand how each element contributes to value creation Ignore the conflicting objectives of different stakeholders Start with a complex solution, then simplify 52 / 54 What should be done first when applying the ‘focus on value’ guiding principle? Identify the outcomes that the service facilitates Identify all suppliers and partners involved in the service Determine who the service consumer is in each situation Determine the cost of providing the service 53 / 54 A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of? Value An outcome Warranty A service offering 54 / 54 What is the definition of warranty? A tangible or intangible deliverable that is produced by carrying out an activity The assurance that a product or service will meet agreed requirements A possible event that could cause harm or loss, or make it more difficult to achieve objectives The functionality offered by a product or service to meet a particular need Your score is 0% For more Sample papers, refer the links below: ITIL4 FOUNDATION SAMPLE 2 ITIL4 FOUNDATION SAMPLE 3 ITIL4 FOUNDATION SAMPLE 4 ITIL4 FOUNDATION SAMPLE 5 ITIL4 FOUNDATION SAMPLE 6 ITIL4 FOUNDATION SAMPLE 7 ITIL4 FOUNDATION SAMPLE 8
