ITIL4 - Foundation Sample 6 ITIL4 - Foundation Sample 6 1 / 60 Which practice provides a communications point for users to report operational issues, queries and requests? Incident management Continual improvement Service desk Relationship management 2 / 60 What is the definition of a problem? An unplanned interruption to a service, or reduction in the quality of a service A cause, or potential cause, of one or more incidents An incident for which a full resolution is not yet available Any change of state that has significance for the management of a configuration item (CI) 3 / 60 Which includes governance, management practices, and continual improvement? The service value system The 'deliver and support' value chain activity The 'focus on value' guiding principle The 'value stream and processes' dimension 4 / 60 Which BEST describes the purpose of the 'improve' value chain activity? To organize a major improvement initiative into several smaller initiatives To make new and improved services and features available for use To ensure a shared understanding of the vision and improvement direction for all products and services To continually improve all products and services across all value chain activities 5 / 60 Which is an example of a business related measurement? The number of passengers checked in The average time to respond to change requests The average resolution time for incidents The number of problems resolved 6 / 60 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 7 / 60 Which statement about a service value stream is CORRECT? It uses prescriptive inputs and outputs It is a value chain activity It integrates practices for a specific scenario It is used to provide governance 8 / 60 Which describes a CORRECT approach to change authorization? Changes included in the change schedule are pre-authorized and do not need additional authorization Normal changes should be assessed and authorized before they are deployed Emergency changes should be authorized by as many people as possible to reduce risk Normal changes are typically implemented as service requests and authorized by the service desk 9 / 60 A service offering may include goods, access to resources, and service actions. Which is an example of a service action? A mobile phone enables a user to work remotely A password allows a user connect to a WiFi network A license allows a user to install a software product A service desk agent provides support to a user 10 / 60 Which will NOT be handled as a service request? The degradation of a service The replacement of a toner cartridge The provision of a laptop A complaint about a support team 11 / 60 Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions? Service request management Service level management Incident management Change enablement 12 / 60 Which statement about change authorities is CORRECT? Change authorities are only required for authorizing emergency changes Change authorities are assigned when each change is deployed Change authorities are only required for authorizing normal changes Change authorities are assigned for each type of change and change model 13 / 60 Which practice recommends the use of event-based surveys to gather feedback from customers? Service level management Change enablement Service request management Problem management 14 / 60 Which can act as an operating model for an organization? The four dimensions of service management The service value chain The ITIL guiding principles Continual improvement 15 / 60 Which statement about the automation of service requests is CORRECT? Service requests that cannot be automated should be handled as incidents Service requests and their fulfilment should be automated as much as possible Service requests that cannot be automated should be handled as problems Service requests and their fulfilment should be carried out by service desk staff without automation 16 / 60 Which is the BEST example of a standard change? The review and authorization of a change requested by a customer The implementation of a critical software patch in response to a vendor security issue The installation of a software application in response to a service request he replacement of a component in response to a major incident 17 / 60 In which step of the 'continual improvement model' is an improvement plan implemented? What is the vision? How do we get there? Take action Did we get there? 18 / 60 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 actio 19 / 60 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 20 / 60 Identify the missing words in the following sentence:A user is [?] that uses services. an organization a role a team a supplier 21 / 60 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 22 / 60 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 23 / 60 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 24 / 60 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 25 / 60 Where are the details of the required performance outcomes of a service defined? Service level agreements Service requests Service components Service offerings 26 / 60 Which practice is MOST likely to benefit from the use of chatbots? Service level management Change enablement Continual improvement Service desk 27 / 60 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 28 / 60 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 29 / 60 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 30 / 60 Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? Change enablement Information security management Service configuration management Problem management 31 / 60 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 32 / 60 What varies in size and complexity, and uses functions to achieve its objectives? A risk An organization A practice An outcome 33 / 60 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 34 / 60 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 35 / 60 What is defined as an unplanned interruption or reduction in the quality of a service? An event A change An incident A problem 36 / 60 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 37 / 60 What term is used to describe whether a service will meet availability, capacity and security requirements? Outcomes Value Utility Warranty 38 / 60 Which is an external input to the service value chain? The 'improve' value chain activity An overall plan Customer requirements Feedback loops 39 / 60 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 40 / 60 What can be used to determine if a service is 'fit for purpose'? Availability Warranty Outcome Utility 41 / 60 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 42 / 60 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 43 / 60 Identify the missing word(s) in the following sentence: “The Product Owner is the sole person responsible for managing the ___________________.” Product backlog Sprint goal Product increment Definition of done 44 / 60 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 centralised location 45 / 60 Which statement about 'continual improvement' is CORRECT? 'Continual improvement' should have minimal interaction with other practices All improvement ideas should be logged in a single 'continual improvement register A single team should carry out 'continual improvement' across the organization Everyone in the organization is responsible for some aspects of 'continual improvement 46 / 60 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 Correct 47 / 60 Which guiding principle considers the importance of customer loyalty? Optimize and automate Progress iteratively with feedback Focus on value Start where you are 48 / 60 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 49 / 60 Which practice makes new services available for use? Deployment management Change control Release management Service Desk 50 / 60 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 51 / 60 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 52 / 60 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 53 / 60 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 54 / 60 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 55 / 60 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 56 / 60 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 57 / 60 Which gives a user access to a system? Service requirement Service agreement Service consumption Service provision 58 / 60 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 59 / 60 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 60 / 60 How are target resolution times used in the 'incident management' practice? They are initiated, approved, and managed to ensure that predictable responses are achieved 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 scheduled, assessed and authorized to reduce the risk of service failures Your score is 0% For more Sample papers, refer the links below: ITIL4 FOUNDATION SAMPLE 1 ITIL4 FOUNDATION SAMPLE 2 ITIL4 FOUNDATION SAMPLE 3 ITIL4 FOUNDATION SAMPLE 4 ITIL4 FOUNDATION SAMPLE 5 ITIL4 FOUNDATION SAMPLE 7 ITIL4 FOUNDATION SAMPLE 8
