ITIL Foundation Sample 2 1 / 40 Which guiding principles is PRIMARLY concerned with end-to-end service delivery? Focus on value Think and work holistically Optimize and automate Collaborate and promote visibility 2 / 40 What is the purpose of the 'problem management' practice? To protect the information needed by the organization to conduct its business To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services To minimize the negative impact of incidents by restoring normal service operation as quickly as possible 3 / 40 Which practice would help a user gain access to an application that they need to use? Service configuration management Change enablement Service request management Service level management 4 / 40 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 5 / 40 What impact does automation have on a service desk? Increased phone contact and a reduced ability to focus on user experience Ability to work from multiple locations, geographically dispersed Less low level work and a greater ability to focus on user experience Ability to work from a single centralised location 6 / 40 Identify the missing words in the following sentence. A user is [?] that uses services. an organization a role a team a supplier 7 / 40 Which gives a user access to a system? Service requirement Service agreement Service consumption Service provision 8 / 40 What is a change schedule PRIMARILY used for? To help plan emergency changes To help authorize standard changes To help assign a change authority To help manage normal changes 9 / 40 What is used to link activities within the service value chain? Service level agreements Inputs, outputs and triggers Opportunity, demand and value Service desk 10 / 40 Which describes the utility of a service? A service that is fit for use A service that meets its service level targets A service that increases constraints on the consumer A service that supports the performance of the consumer 11 / 40 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 12 / 40 What is defined as any component that needs to be managed in order to deliver an IT service? An incident A service request A configuration item (CI) An IT asset 13 / 40 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 14 / 40 Which is an activity of the 'incident management' practice? Assessing and prioritizing improvement opportunities Performing service reviews with customers Providing good-quality updates when expected Automating service requests to the greatest degree possible 15 / 40 What is the definition of a known error? An unplanned interruption to a service, or reduction in the quality of a service A cause, or potential cause, of one or more incident A problem that has been analyzed and has not been resolved Any change of state that has significance for the management of a service or other configuration item (CI) 16 / 40 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 17 / 40 What is the definition of service management? A means of enabling value co-creation by facilitating outcomes that customers want to achieve Activities performed by an organization to provide products and services to their consumers A description of services based on products, which meet the needs of a target consumer group A set of specialized organizational capabilities for enabling value for customers in the form of services 18 / 40 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 19 / 40 In which TWO situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant 3 and 4 1 and 2 2 and 3 1 and 4 20 / 40 Which guiding principle considers customer and user experience? Collaborate and promote visibility Focus on value Start where you are Keep it simple and practical 21 / 40 Which two practices use workarounds? Change enablement and continual improvement Change enablement and problem management Problem management and incident management Incident management and continual improvement 22 / 40 Which statement about the 'change enablement' practice is CORRECT? Service requests are usually normal changes that can be implemented quickly without authorization Emergency changes are changes that must be fully tested and fully documented prior to implementation Standard changes are changes that need to be scheduled, assessed and authorized following a standard process Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited 23 / 40 Which is included in the purpose of the 'deliver and support' value chain activity? Meeting stakeholder expectations for time to market Understanding the organization's service vision Understanding stakeholder needs Providing services to agreed specifications 24 / 40 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 25 / 40 Which are elements of the service value system? Service provision, service consumption, service relationship management Governance, service value chain, practices Outcomes, utility, warranty Customer value, stakeholder value, organization 26 / 40 Which is included in the purpose of the 'change enablement' practice? Make new and changed services available for use Ensure that risks have been properly assessed Record and report selected changes of state Plan and manage the full lifecycle of all IT assets 27 / 40 Which activity is part of the 'continual improvement' practice? Identifying the cause of incidents and recommending related improvements Authorizing changes to implement improvements Logging and managing incidents that result in improvement opportunities Making business cases for improvement action 28 / 40 Which is a purpose of release management? To protect the organization's information To handle user-initiated service requests To make new and changed services available for use To move hardware and software to live environments 29 / 40 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 30 / 40 Identify the missing word in the following sentence The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle. measurement tools plans process 31 / 40 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 32 / 40 What is defined as an unplanned interruption or reduction in the quality of a service? An event A change An incident A problem 33 / 40 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 34 / 40 What is an incident? The planned removal of an item that might affect a service A result enabled by one or more outputs A possible future event that could cause harm A service interruption resolved by the use of self-help tools 35 / 40 What is defined as a change of state that has significance for the management of an IT service? Event Incident Problem Known error 36 / 40 Which dimension includes the knowledge needed for the management of services? Organizations and people Information and technology Partners and suppliers Value streams and processes 37 / 40 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 38 / 40 What is the PRIMARY use of a change schedule? To support 'incident management' and improvement planning To manage emergency changes To plan changes and help avoid conflicts To manage standard changes 39 / 40 What are guiding principles? A set of interconnected activities that help an organization deliver a valuable service A description of one or more services that help address the needs of a target consumer group A set of specialized organizational capabilities for enabling value for customers Recommendations that help an organization when adopting a service management approach 40 / 40 Which guiding principle focuses on reducing costs and human errors? Focus on value Collaborate and promote visibility Optimize and automate Think and work holistically Your score is 0% For more Sample papers, refer the links below: ITIL4 FOUNDATION SAMPLE 1 ITIL4 FOUNDATION SAMPLE 3 ITIL4 FOUNDATION SAMPLE 4 ITIL4 FOUNDATION SAMPLE 5 ITIL4 FOUNDATION SAMPLE 6 ITIL4 FOUNDATION SAMPLE 7 ITIL4 FOUNDATION SAMPLE 8
