ITIL4 - Foundation Sample 8 ITIL4 - Foundation Sample 8 1 / 60 How do all value chain activities transform inputs to outputs? By determining service demand By using a combination of practices By using a single functional team By implementing process automation 2 / 60 What should all 'continual improvement' decisions be based on? Details of how services are measured Accurate and carefully analyzed data An up-to-date balanced scorecard A recent maturity assessment 3 / 60 Which is the purpose of the 'monitoring and event management' practice? To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To systematically observe services and service components, and record and report selected changes of state To protect the information needed by the organization to conduct its business To minimize the negative impact of incidents by restoring normal service operation as quickly as possible 4 / 60 Which term describes the functionality offered by a service? Cost Utility Warranty Risk 5 / 60 What is the effect of increased automation on the 'service desk' practice? Greater ability to focus on customer experience when personal contact is needed Decrease in self-service incident logging and resolution Increased ability to focus on fixing technology instead of supporting people Elimination of the need to escalate incidents to support teams 6 / 60 Which joint activity performed by a service provider and service consumer ensures continual value co-creation? Service provision Service consumption Service offering Service relationship management 7 / 60 Which practice provides support for managing feedback, compliments and complaints from users? Change enablement Service request management Problem management Incident management 8 / 60 Identify the missing words in the following sentence.The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives. ‘focus on value’ guiding principle four dimensions of service management service value system ‘service request management’ practice 9 / 60 What is the starting point for optimization? Securing stakeholder engagement Understanding the vision and objectives of the organization Determining where the most positive impact would be Standardizing practices and services 10 / 60 How does customer engagement contribute to the 'service level management' practice?1. It captures information that metrics can be based on2. It ensures the organization meets defined service levels3. It defines the workflows for service requests4. It supports progress discussions 1 and 2 2 and 3 3 and 4 1 and 4 11 / 60 Which statement about change authorization is CORRECT? A change authority should be assigned to each type of change and change model Centralizing change authorization to a single person is the most effective means of authorization The authorization of normal changes should be expedited to ensure they can be implemented quickly Standard changes are high risk and should be authorized by the highest level of change authority 12 / 60 What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve? A service An output A practice Continual improvement 13 / 60 Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? Focus on value Collaborate and promote visibility Think and work holistically Keep it simple and practical 14 / 60 What type of change is MOST likely to be managed by the 'service request management' practice? A normal change An emergency change A standard change An application change 15 / 60 Which practice may involve the initiation of disaster recovery? Incident management Service request management Service level management IT asset management 16 / 60 Which statement about the 'service desk' practice is CORRECT? It provides a link with stakeholders at strategic and tactical levels It carries out change assessment and authorization It investigates the cause of incidents It needs a practical understanding of the business processes 17 / 60 What does the 'service request management' practice depend on for maximum efficiency? Compliments and complaints Self-service tools Processes and procedures Incident management 18 / 60 Which statement about known errors and problems is CORRECT? Known error is the status assigned to a problem after it has been analyzed A known error is the cause of one or more problems Known errors cause vulnerabilities, problems cause incidents Known errors are managed by technical staff, problems are managed by service management staff 19 / 60 Identify the missing word in the following sentence.A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption outputs outcomes costs risks 20 / 60 Which dimension of service management considers governance, management, and communication? Organizations and people Information and technology Partners and suppliers Value streams and processes 21 / 60 What should be done for every problem? It should be diagnosed to identify possible solutions It should be prioritized based on its potential impact and probability It should be resolved so that it can be closed It should have a workaround to reduce the impact 22 / 60 Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options? Optimize and automate Start where you are Focus on value Progress iteratively with feedback 23 / 60 Identify the missing word in the following sentence. A member of the Project Board is responsible for [ ? ] assurance. quality supplier risk product 24 / 60 Which practice has a purpose that includes restoring normal service operation as quickly as possible? Supplier management Deployment management Problem management Incident management 25 / 60 Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? Service configuration management Service desk IT asset management Monitoring and event management 26 / 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 27 / 60 Which skill is an essential part of the 'service level management' practice? Diagnosis Technical knowledge Listening Problem analysis 28 / 60 Which is included in the purpose of the 'design and transition' value chain activity? Supporting services according to specifications Ensuring that service components are available when needed Providing transparency and good stakeholder relationships Continually meeting stakeholder expectations for costs 29 / 60 Which statements about the use of measurement in the 'start where you are' guiding principle is CORRECT? Measured data is always more accurate than direct observation It should always be used to support direct observation It should always be used instead of direct observation The act of measuring always positively impacts results 30 / 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 31 / 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 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 How should the seven guiding principles be combined when an organization is making a decision? By using the 'focus on value' principle and one or two others that are relevant to the specific decision By using all the guiding principles equally when making any decision By using the one or two guiding principles that are most relevant to the specific decision Review each guiding principle to decide how relevant it is to the specific decision 34 / 60 What is recommended by the guiding principle 'progress iteratively with feedback'? A current state assessment that is carried out at the start of an improvement initiative The identification of all interested parts at the start of an improvement initiative An improvement initiative that is broken into a number of manageable sections An assessment of how all the parts of an organization will affect an improvement initiative 35 / 60 Which TWO statements about the 'service request management' practice are CORRECT? Service requests are part of normal service delivery. Complaints can be handled as service requests. Service requests result from a failure in service Normal changes should be handled as service requests. 3 and 4 1 and 2 2 and 3 1 and 4 36 / 60 What is a recommendation of the 'focus on value' guiding principle? Focus on value for the service provider first Make 'focus on value' a responsibility of the management Focus on the value of new and significant projects first Focus on value at every step of the improvement 37 / 60 Which practice owns and manages issues, queries, and requests from users? Change control Incident management Service desk Problem management 38 / 60 What is typically needed to assign complex incidents to support groups? A change schedule A self-help tool The incident priority The incident category 39 / 60 Which guiding principle considers customer and user experience? Collaborate and promote visibility Focus on value Start where you are Keep it simple and practical 40 / 60 Which is NOT a component of the service value system? Practices The guiding principles Governance The four dimensions of service management 41 / 60 When should a change request be submitted to resolve a problem? As soon as the analysis of the frequency and impact of incidents justifies the change As soon as a solution for the problem has been identified As soon as a workaround for the problem has been identified As soon as the analysis of cost, risks and benefits justifies the change 42 / 60 Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? Only add controls and metrics when they are needed Design controls and metrics first, then remove those not adding value Design controls and metrics and add them individually until all are implemented Only add controls and metrics that are required for compliance 43 / 60 Which is the BEST description of the value of a service to a customer? The outcomes the customer receives by using the service The amount of money the customer pays for using the service The financial return the customer gets from using the service The customer's perception of the benefits of using the service 44 / 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 45 / 60 Which guiding principle considers the importance of customer loyalty? Progress iteratively with feedback Focus on value Optimize and automate Start where you are 46 / 60 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 47 / 60 Which statement about 'continual improvement' is CORRECT? All improvement ideas should be logged in a single 'continual improvement register' A single team should carry out 'continual improvement' across the organization 'Continual improvement' should have minimal interaction with other practices Everyone in the organization is responsible for some aspects of 'continual improvement' 48 / 60 Which guiding principle recommends eliminating activities that do not contribute to the creation of value? Keep it simple and practical Start where you are Collaborate and promote visibility Optimize and automate 49 / 60 Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? Change control Deployment management Release management Service configuration management 50 / 60 Identify the missing words in the following sentence. The management of information security incidents usually requires [?]. A separate process Immediate escalation Specialist teams Third party support 51 / 60 Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? Continual improvement Incident management Problem management Service request management 52 / 60 When should a full risk assessment and authorization be carried out for a standard change? Each time the standard change is implemented When the procedure for the standard change is created At least once a year When an emergency change is requested 53 / 60 How are target resolution times used in the 'incident management' practice? 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 initiated, approved, and managed to ensure that predictable responses are achieved They are scheduled, assessed and authorized to reduce the risk of service failures 54 / 60 What aspect of 'service level management' asks service consumers what their work involves and how technology helps them? Business metrics Customer engagement Operational metrics Customer feedback 55 / 60 Which practice forms a link between the service provider and the users of services? Change enablement Service level management Problem management Service desk 56 / 60 Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests? Service desk Change Control IT asset management Service request management 57 / 60 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 58 / 60 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) 59 / 60 What are the three phases of 'problem management'? Problem identification, problem control, error control Problem logging, problem classification, problem resolution Incident management, problem management, change control Problem analysis, error identification, incident resolution 60 / 60 Which term relates to service levels aligned with the needs of service consumers? Service management Warranty Cost Utility 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 7
