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?

2 / 60

What is the definition of a problem?

3 / 60

Which includes governance, management practices, and continual improvement?

4 / 60

Which BEST describes the purpose of the 'improve' value chain activity?

5 / 60

Which is an example of a business related measurement?

6 / 60

Which statement about outputs is CORRECT?

7 / 60

Which statement about a service value stream is CORRECT?

8 / 60

Which describes a CORRECT approach to change authorization?

9 / 60

A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

10 / 60

Which will NOT be handled as a service request?

11 / 60

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

12 / 60

Which statement about change authorities is CORRECT?

13 / 60

Which practice recommends the use of event-based surveys to gather feedback from customers?

14 / 60

Which can act as an operating model for an organization?

15 / 60

Which statement about the automation of service requests is CORRECT?

16 / 60

Which is the BEST example of a standard change?

17 / 60

In which step of the 'continual improvement model' is an improvement plan implemented?

18 / 60

Which activity is part of the 'continual improvement' practice?

19 / 60

Which is included in the purpose of the 'change enablement' practice?

20 / 60

Identify the missing words in the following sentence:
A user is [?] that uses services.

21 / 60

Which is an activity of the 'incident management' practice?

22 / 60

Which two practices interact the MOST with the service desk practice?

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?

24 / 60

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

25 / 60

Where are the details of the required performance outcomes of a service defined?

26 / 60

Which practice is MOST likely to benefit from the use of chatbots?

27 / 60

Which is an activity of the 'problem management' practice?

28 / 60

When is the earliest that a workaround can be documented in 'problem management'?

29 / 60

Which will help solve incidents more quickly?

30 / 60

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

31 / 60

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

32 / 60

What varies in size and complexity, and uses functions to achieve its objectives?

33 / 60

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

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?

35 / 60

What is defined as an unplanned interruption or reduction in the quality of a service?

36 / 60

What is the purpose of the 'incident management' practice?

37 / 60

What term is used to describe whether a service will meet availability, capacity and security requirements?

38 / 60

Which is an external input to the service value chain?

39 / 60

In service relationships, what is a benefit of identifying consumer roles?

40 / 60

What can be used to determine if a service is 'fit for purpose'?

41 / 60

Which is a result of applying the guiding principle 'progress iteratively with feedback'? 

42 / 60

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

43 / 60

Identify the missing word(s) in the following sentence: “The Product Owner is the sole person responsible for managing the ___________________.”

44 / 60

What impact does automation have on a service desk?

45 / 60

Which statement about 'continual improvement' is CORRECT?

46 / 60

Which is a recommendation of the guiding principle 'think and work holistically'?

47 / 60

Which guiding principle considers the importance of customer loyalty?

48 / 60

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

49 / 60

Which practice makes new services available for use?

50 / 60

What should be considered as part of the 'partners and suppliers' dimension?

51 / 60

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

52 / 60

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

53 / 60

Which practice involves the management of vulnerabilities that were not identified before the service went live?

54 / 60

What describes how components and activities work together to facilitate value creation?

55 / 60

Which statement about the service value chain is CORRECT?

56 / 60

Which statement about managing incidents is CORRECT? 

57 / 60

Which gives a user access to a system?

58 / 60

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

59 / 60

Why should some service requests be fulfilled with no additional approvals?

60 / 60

How are target resolution times used in the 'incident management' practice?

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