ITIL4 - Foundation Sample 5 ITIL4 - Foundation Sample 5 1 / 56 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 2 / 56 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 3 / 56 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 4 / 56 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 5 / 56 Which Practice includes management of workarounds and known errors? Monitoring and event management Service configuration management Problem management Incident management 6 / 56 Choose the CORRECT statement about the known error database (KEDB)? It is a part of the configuration management database (CMDB) and contains workarounds It is maintained by incident management and contains solutions to be implemented by problem management It is maintained by problem management and is used by the service desk to help resolve incidents It is maintained by the service desk and updated with the details of each new incident 7 / 56 What type of practice that may involve in the initiation of disaster recovery? Incident management Service level management Service request management IT asset management 8 / 56 Which of the following is expected from using a service value chain? Customer engagement Value realization The application of practices Service value streams 9 / 56 What is the communication method that can be used to access service desks? Text and social media messaging All of the above Email Phone calls 10 / 56 What is the best approach for an organization to include third-party suppliers in the continual improvement of services? Ensure suppliers include details of their approach to service improvement in contracts Ensure that all supplier problem management activities result in improvements Require evidence that the supplier implements all improvements using project management practices Require evidence that the supplier uses agile development methods 11 / 56 Which statement best describe outcomes? An outcome can be enabled by more than one output An output can be enabled by one or more outcomes An outcome is a tangible or intangible activity Outcomes are how the service performs 12 / 56 Choose the correct combination on the list that makes up an IT service. People, processes and customers Information technology, people and processes Customers, providers and documents Information technology, networks and people 13 / 56 Choose the CORRECT statement about metrics. Technology metrics can be used to determine the overall health of a process Technology metrics can be used to measure component performance and availability Process metrics can be used to measure the utilization of a supplier’s network Process metrics can be used to measure end-to-end service performance 14 / 56 A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption. costs outcomes risks outputs 15 / 56 Fill in the missing words to complete the sentence. The management of information security incidents usually requires [?]. Specialist teams Third party support A separate process Immediate escalation 16 / 56 Who is responsible for defining metrics for change management? The change management process owner The service owner The continual service improvement manager The change advisory board (CAB) 17 / 56 What type of practice that includes helping the organization to maximize value, control costs and manage risks in its purpose? Service desk IT asset management Relationship management Release management 18 / 56 What type of practice provides a single point of contact for users? Service request management Change control Service desk Incident management 19 / 56 Which practice is used in identifying metrics that reflect the customer's experience of a service? Service desk Continual improvement Service level management Problem management 20 / 56 The need to understand the flow of work in progress, identify bottlenecks, and uncover waste are emphasizes in which guiding principles? Think and work holistically Collaborate and promote visibility Keep it simple and practical Focus on value 21 / 56 How do all value chain activities transform inputs to outputs? By using a combination of practices By determining service demand By implementing process automation By using a single functional team 22 / 56 Choose the CORRECT statement about the purpose of the 'monitoring and event management' practice? To protect the information needed by the organization to conduct its business To systematically observe services and service components, and record and report selected changes of state To minimize the negative impact of incidents by restoring normal service operation as quickly as possible To ensure that accurate and reliable information about the configuration of services is available when and where it is needed 23 / 56 What is the CORRECT statement about emergency changes? Emergency changes must be fully documented before authorization and implementation. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly. The testing of emergency can be eliminated in order to implement the change quickly Emergency changes should be authorized and implemented as service requests. 24 / 56 "Restoring normal service operation as quickly as possible" this purpose is included in what practice? Supplier management Incident management Deployment management Problem management 25 / 56 Choose the CORRECT statement about the purpose of the 'relationship management' practice? 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. To establish and nurture the links between the organization and its stakeholders. To set clear business-based targets for service performance. 26 / 56 Collecting data before deciding what can be re-used is recommended by which guiding principle? Keep it simple and practical Progress interactively with feedback Start where you are Focus on value 27 / 56 Reducing the likelihood of incidents, in which ITIL practice includes this purpose? Continual improvement Service desk Problem management Change control 28 / 56 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 29 / 56 In resolving a problem, when should a change request be submitted? 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 30 / 56 Why is it vital for service desk staff to detect recurring issues? To help identify problems To engage the correct change authority To escalate incidents to the correct support team To ensure effective handling of service requests 31 / 56 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 32 / 56 Which dimension is focused on activities and how these are coordinated in Service Management? Information and technology Organizations and people Value streams and processes Partners and suppliers 33 / 56 The 'service level management' practice required which competencies? Balanced scorecard reviews and maturity assessment Problem investigation and resolution Business analysis and commercial management Incident analysis and prioritization 34 / 56 Which is the CORRECT statement about change management? It optimizes financial exposure. It ensures that service requests follow the normal change management process. It ensures that all changes are authorized by the change advisory board (CAB) It optimizes overall business risk. 35 / 56 In which dimension considers on how to protect knowledge assets? Organizations and people Value streams and processes Information and technology Partners and suppliers 36 / 56 In the implementation of a problem resolution which practices are involved? Continual improvement Service Desk Service level management Change control 1 and 2 1 and 4 3 and 4 2 and 3 37 / 56 What is used to link activities within the service value chain? Service level agreements Inputs, outputs and triggers Opportunity, demand and value Service desk 38 / 56 Which practice would help a user gain access to an application that they need to use? Service configuration management Change enablement Service request management Service level management 39 / 56 Which practice recommends using tools for collaboration and the automated matching of symptoms? Problem management Service level management Incident management Service request management 40 / 56 Which is considered by the 'partners and suppliers' dimension? Using artificial intelligence Defining controls and procedures Using formal roles and responsibilities Working with an integrator to manage relationships 41 / 56 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 42 / 56 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 43 / 56 What does 'change enablement' PRIMARILY focus on? Changes to service levels Changes to products and services Changes to organizational structure Changes to skills and competencies 44 / 56 What can a service remove from the consumer and impose on the consumer? Utility Asset Cost Outcome 45 / 56 Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model? Define measurable targets Perform baseline assessments Execute improvement actions Evaluate measurements and metrics 46 / 56 Which statement about the 'change enablement' practice is CORRECT? 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 Standard changes are changes that need to be scheduled, assessed and authorized following a standard process Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited 47 / 56 Which guiding principle considers customer and user experience? Collaborate and promote visibility Focus on value Start where you are Keep it simple and practical 48 / 56 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 49 / 56 Which is a purpose of release management? To protect the organization's information To handle user-initiated service requests To make new and changed services available for use To move hardware and software to live environments 50 / 56 Which practice forms a link between the service provider and the users of services? Change enablement Service level management Problem management Service desk 51 / 56 What is the purpose of the 'problem management' practice? To protect the information needed by the organization to conduct its business To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services To minimize the negative impact of incidents by restoring normal service operation as quickly as possible 52 / 56 Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? Design controls and metrics and add them individually until all are implemented Only add controls and metrics when they are needed Design controls and metrics first, then remove those not adding value Only add controls and metrics that are required for compliance 53 / 56 What are guiding principles? A set of interconnected activities that help an organization deliver a valuable service A description of one or more services that help address the needs of a target consumer group A set of specialized organizational capabilities for enabling value for customers Recommendations that help an organization when adopting a service management approach 54 / 56 Which directly assists with the diagnosis and resolution of simple incidents? Scripts for collecting user information Use of shift working patterns Fulfilment of service requests Creation of a temporary team 55 / 56 Which term relates to service levels aligned with the needs of service consumers? Service management Warranty Cost Utility 56 / 56 Which dimension considers data security and privacy? 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 4 ITIL4 FOUNDATION SAMPLE 6 ITIL4 FOUNDATION SAMPLE 7 ITIL4 FOUNDATION SAMPLE 8
