ITIL4 - Foundation Sample 7 ITIL4 - Foundation Sample 7 1 / 60 Which service management dimension is focused on activities and how these are coordinated? Organizations and people Information and technology Partners and suppliers Value streams and processes 2 / 60 What is the PRIMARY use of a change schedule? To support the 'incident management' practice and improvement planning To manage emergency changes To plan changes and help avoid conflicts To manage standard changes 3 / 60 Which practice identifies metrics that reflect the customer’s experience of a service? Continual improvement Service desk Service level management Problem management 4 / 60 Which practice includes the classification and ownership of queries and requests from users? Service desk Incident management Change control Service level management 5 / 60 Which practice is responsible for moving components to live environments? Change enablement Release management IT asset management Deployment management 6 / 60 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 7 / 60 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 8 / 60 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 9 / 60 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 10 / 60 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 11 / 60 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 12 / 60 Which practice is the responsibility of everyone in the organization? Service level management Change enablement Problem management Continual improvement 13 / 60 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 14 / 60 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 15 / 60 Which practice provides a single point of contact for users? Incident management Change enablement Service desk Service request management 16 / 60 Which practice has the purpose of making new and changed services and features available for use? Change enablement Service request management Release management Deployment management 17 / 60 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 18 / 60 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 19 / 60 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 20 / 60 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 21 / 60 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 22 / 60 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 23 / 60 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 24 / 60 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 25 / 60 Which value chain activity ensures people understand the organization’s vision? Improve Plan Deliver and support Obtain/build 26 / 60 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’ 27 / 60 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 28 / 60 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 29 / 60 Which ITIL concept describes governance? The seven guiding principles The four dimensions of service management The service value chain The service value system 30 / 60 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 31 / 60 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 32 / 60 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 33 / 60 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 34 / 60 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 35 / 60 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 enablement Problem management restores the service as soon as possible The problem remains in the known error status The problem record is deleted 36 / 60 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 37 / 60 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 38 / 60 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 39 / 60 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 40 / 60 Which practices are typically involved in the implementation of a problem resolution?1. Continual improvement2. Service request management3. Service level management4. Change enablement 1 and 2 2 and 3 3 and 4 1 and 4 41 / 60 What is the purpose of the 'relationship management' practice? To set clear business-based targets for service performance To establish and nurture the links between the organization and its stakeholders To align the organization's practices and services with changing business needs To support the agreed quality of a service handling all agreed, user-initiated service requests 42 / 60 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 43 / 60 Which is included in the purpose of the 'change control' practice? Record and report selected changes of state Make new and changed services available for use Ensure that risks have been properly assessed Plan and manage the full lifecycle of all IT assets 44 / 60 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 45 / 60 Which dimension considers how knowledge assets should be protected? Information and technology Organizations and people Value streams and processes Organizations 46 / 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 47 / 60 Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? Relationship management Service level management Service configuration management Continual improvement 48 / 60 Which statement about the 'change control' practice is CORRECT? Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly Standard changes are those that need to be scheduled, assessed and authorized following a standard process Normal changes are triggered by the creation of a change request which can be created manually or automated There should be a separate change authority for standard changes which includes senior managers who understand the risks involved 49 / 60 Where are the details of the required performance outcomes of a service defined? Service level agreements Service requests Service components Service offerings 50 / 60 What is defined as any component that needs to be managed in order to deliver an IT service? A service request A configuration item An incident An IT asset 51 / 60 Which is a key requirement for a successful service level agreement (SLA)? Using individual metrics that relate to the service catalogue Using bundled metrics to relate performance to outcomes Using single-system-based metrics that relate to outputs Using an agreement between the service provider and service supplier 52 / 60 Which statements about the 'change control' practice is CORRECT? Standard changes are changes that need to be scheduled, assessed and authorized following a standard process 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 Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited 53 / 60 Which role approves the cost of services? Sponsor User Change authority Customer 54 / 60 A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? As an event As a change request As a service request As a problem 55 / 60 Which service level metrics are BEST for measuring user experience? Operational metrics Single system-based metrics Metrics for the percentage of uptime of a service Metrics linked to defined outcomes 56 / 60 Which gives a user access to a system? Service requirement Service agreement Service consumption Service provision 57 / 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 58 / 60 Which directly assists with the diagnosis and resolution of simple incidents? Fulfilment of service requests Scripts for collecting user information Use of shift working patterns Creation of a temporary team 59 / 60 Which is handled as a service request? The failure of an IT service An investigation to identify the cause of an incident A compliment about an IT support team An emergency change to implement a security patch 60 / 60 Which of these should be logged and managed as a problem? Trend analysis shows a large number of similar incidents A user requests delivery of a laptop A monitoring tool detects a change of state for a service 'Continual improvement' needs to prioritize an improvement opportunity 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 6 ITIL4 FOUNDATION SAMPLE 8
