ITIL4-Foundation Sample 4 ITIL4-Foundation sample paper 4 1 / 60 Staff in an IT organization are very busy, mostly carrying out tasks that addlittle or no value to the organization or its customers.Which guiding principle recommends that the unnecessary work should beeliminated? Keep it simple and practical Think and work holistically Start where you are Progress iteratively with feedback 2 / 60 Which practice has a purpose that includes the management of financiallyvaluable components that can contribute to the delivery of an IT service? Deployment management Continual improvement Monitoring and event management IT asset management 3 / 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 4 / 60 Which practice has a purpose that includes ensuring that risks have been properly assessed? Service configuration management Problem management Service level management Change control 5 / 60 Which ITIL guiding principle recommends using existing services, processes and tools when improving services? Start where you are Focus on value Keep is simple and practical Progress iteratively with feedback 6 / 60 Which ITIL practice has a purpose that includes reducing the likelihood of incidents? Problem management Continual improvement Change control Service desk 7 / 60 An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate? Focus on value Start where you are Collaborate and promote visibility Keep it simple and practical 8 / 60 Which practice owns and manages issues, queries and requests from users? Problem management Incident management Service desk Change control 9 / 60 Which is one of the five aspects of service design? Corporate governance and policy Management information systems and tools Risk analysis and management approach Management policy for business case creation 10 / 60 What are the MOST important skills required by service desk staff? Technical skills Incident analysis skills Problem resolution skills Supplier management skills 11 / 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 12 / 60 Which statement about change management is CORRECT? It optimizes overall business risk It ensures that all changes are authorized by the change advisory board (CAB) It optimizes financial exposure It ensures that service requests follow the normal change management process 13 / 60 Which competencies are required by the 'service level management' practice? Incident analysis and prioritization Business analysis and commercial management Problem investigation and resolution Balanced scorecard reviews and maturity assessment 14 / 60 Which ITIL guiding principle recommends using existing services, processes and tools when improving services? Progress iteratively with feedback Keep is simple and practical Start where you are Focus on value 15 / 60 What is an IT asset? Any component that needs to be managed in order to deliver a service The removal of anything that could have a direct or indirect effect on services A request from a user that initiates a service action Any financially valuable component that can contribute to delivery of an IT product or service 16 / 60 What considerations influence the supplier strategy of an organization? Contracts and agreements Type of cooperation with suppliers Corporate culture of the organization Level of formality 17 / 60 Which service management dimension is focused on activities and how these are coordinated? Value streams and processes Partners and suppliers Organizations and people Information and technology 18 / 60 Which Practice includes management of workarounds and known errors? Monitoring and event management Service configuration management Problem management Incident management 19 / 60 Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service? Service request management Change enablement Service configuration management Deployment management 20 / 60 What is defined as an unplanned interruption or reduction in the quality of a service? An event A change An incident A problem 21 / 60 Which value chain activity ensures that service components meet agreed specifications? Deliver and support Plan Design and transition Obtain/build 22 / 60 Which of the following can be used to access service desks? Phone calls Email Text and social media messaging All of the above 23 / 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 a change request As a service request As an event As a problem 24 / 60 Which dimension of service management considers the workflows and controls needed to deliver services? Organization and people Information and technology Partners and suppliers Value streams and processes 25 / 60 Which practices are typically involved in the implementation of a problem resolution?1. Continual improvement2. Service request management3. Service level management4. Change control 1 and 2 1 and 4 3 and 4 2 and 3 26 / 60 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 27 / 60 What is the purpose of the 'information security management1 practice? To protect the information needed by the organization to conduct its business To plan and manage the full lifecycle of all IT assets To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To observe services and service components 28 / 60 Which practice performs reviews to ensure that services continue to meet theneeds of the customers? Monitoring and event management Service level management Change enablement Service desk 29 / 60 Which phase of problem management includes the regular assessment of theeffectiveness of workarounds? Problem identification Problem control Error control Problem analysis 30 / 60 Which statement about outcomes is CORRECT? Outcomes enable products to be delivered to a stakeholder An outcome defines the amount of money spent on technology for a service An outcome depends on at least one output to deliver a result Outcomes provide assurance to stakeholders on how a service performs 31 / 60 Which of the following includes configuring components and activities tofacilitate outcomes for stakeholders? Service relationship management Service consumption The service value system The 'release management' practice 32 / 60 What type of change is often used for resolving incidents or implementingsecurity patches? Standard change Normal change Emergency change Change model 33 / 60 Which of the following ensures that a service provider and a service consumercontinually co-create value? Service consumption Service offerings Change enablement Service relationship management 34 / 60 Identify the missing word in the following sentence.A customer defines the [?] for a service and takes responsibility for theoutcomes of service consumption. requirements resources suppliers products 35 / 60 Which practice is MOST associated with the use of empathy to understandusers? Service desk Continual improvement Service level management Change enablement 36 / 60 A service will be unavailable for the next two hours for unplannedmaintenance.Which practice is MOST LIKELY to be involved in managing this? Incident management Problem management Change enablement Service request management 37 / 60 Which statement about a `˜continual improvement register' is CORRECT? It should be managed at the senior level of the organization It should be used to capture user demand There should only be one for the whole organization It should be re-prioritized as ideas are documented 38 / 60 Which is part of service provision? The management of resources configured to deliver the service The management of resources needed to consume the service The grouping of one or more services based on one or more products The joint activities performed to ensure continual value co-creation 39 / 60 What is warranty? Assurance that a product or service will meet agreed requirements The amount of money spent on a specific activity or resource The functionality offered by a product or service to meet a particular need The perceived benefits, usefulness and importance of something 40 / 60 What are 'engage', `˜plan' and `˜improve' examples of? Service value chain activities Service level management Service value chain inputs Change control 41 / 60 What are typically recognized through notifications created by an IT service, CI or monitoring tool? Incidents Problems Events Requests 42 / 60 Which guiding principle is PRIMARILY concerned with end-to-end service delivery? Focus on value Think and work holistically Optimize and automate Collaborate and promote visibility 43 / 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) 44 / 60 Which practice needs people who understand complex systems and have creative and analytical skills? Change enablement Service level management Service request management Problem management 45 / 60 What includes governance as a component? Practices The service value chain The service value system The guiding principles 46 / 60 Which value chain activity ensures that service components meet agreed specifications? Plan Design and transition Obtain/build Deliver and support 47 / 60 Which usually requires a team of representatives from many stakeholder groups? Fulfilling a service request Authorizing an emergency change Logging a new problem Investigating a major incident 48 / 60 Which is included in the purpose of the 'service level management' practice? To maximize the number of successful service and product changes To ensure accurate information about the configuration of services is available To set clear business-based targets for service levels To ensure that suppliers and their performance are managed appropriately 49 / 60 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 50 / 60 What actions does a service desk take for all issues, queries and requests that are reported to them? Schedule, assess, authorize Diagnose, investigate, resolve Initiate, approve, fulfil Acknowledge, classify, own 51 / 60 Which role approves the cost of services? User Change authority Sponsor Customer 52 / 60 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 53 / 60 What must always be done before an activity is automated? Check that the activity has already been optimized Check that suitable new technology has been purchased Ensure that DevOps has been successfully implemented Ensure the solution removes the need for human intervention 54 / 60 Which of these activities is carried out as part of 'problem management'? Creating incident records Diagnosing and resolving incidents Escalating incidents to a support team for resolution Trend analysis of incident records 55 / 60 Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? Organizations and people Information and technology Partners and suppliers Value streams and processes 56 / 60 Which practice is responsible for moving new or changed components to live or other environments? Release management Deployment management Change enablement Supplier management 57 / 60 Which statement about service requests is CORRECT? Complex service requests should be dealt with as normal changes Service requests that require simple workflows should be dealt with as incidents Service requests require workflows that should use manual procedures and avoid automation Service requests are usually formalized using standard procedures for initiation, approval and fulfilment 58 / 60 Which practice has a strong influence on the user experience and perception of the service provider? Service desk Change enablement Service level management Supplier management 59 / 60 An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate? Collaborate and promote visibility Start where you are Focus on value Keep it simple and practical 60 / 60 Which dimension is MOST concerned with skills, competencies, roles and responsibilities? Organizations and people Information and technology Partners and suppliers Value streams and processes 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 5 ITIL4 FOUNDATION SAMPLE 6 ITIL4 FOUNDATION SAMPLE 7 ITIL4 FOUNDATION SAMPLE 8
