PMP exam - Project Management Training And Consultation

ITIL Foundation Sample 2

1 / 40

Which guiding principles is PRIMARLY concerned with end-to-end service delivery?

Focus on value

Think and work holistically

Optimize and automate

Collaborate and promote visibility

2 / 40

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

3 / 40

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

4 / 40

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

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfilment workflow

To set user expectations for fulfilment times

5 / 40

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

6 / 40

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

an organization

a role

a team

a supplier

7 / 40

Which gives a user access to a system?

Service requirement

Service agreement

Service consumption

Service provision

8 / 40

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

9 / 40

What is used to link activities within the service value chain?

Service level agreements

Inputs, outputs and triggers

Opportunity, demand and value

Service desk

10 / 40

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

11 / 40

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

Incident management and service request management

Service request management and deployment management

Deployment management and change enablement

Change enablement and incident management

12 / 40

What is defined as any component that needs to be managed in order to deliver an IT service?

An incident

A service request

A configuration item (CI)

An IT asset

13 / 40

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

14 / 40

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

Assessing and prioritizing improvement opportunities

Performing service reviews with customers

Providing good-quality updates when expected

Automating service requests to the greatest degree possible

15 / 40

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)

16 / 40

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

The level of integration and formality involved in the relationships between organizations

The activities, workflows, controls and procedures needed to achieve the agreed objectives

The information created, managed and used in the course of service provision and consumption

The required skills and competencies of teams and individual members of the organization

17 / 40

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

18 / 40

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

19 / 40

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

20 / 40

Which guiding principle considers customer and user experience?

Collaborate and promote visibility

Focus on value

Start where you are

Keep it simple and practical

21 / 40

Which two practices use workarounds?

Change enablement and continual improvement

Change enablement and problem management

Problem management and incident management

Incident management and continual improvement

22 / 40

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

23 / 40

Which is included in the purpose of the 'deliver and support' value chain activity?

Meeting stakeholder expectations for time to market

Understanding the organization's service vision

Understanding stakeholder needs

Providing services to agreed specifications

24 / 40

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

25 / 40

Which are elements of the service value system?

Service provision, service consumption, service relationship management

Governance, service value chain, practices

Outcomes, utility, warranty

Customer value, stakeholder value, organization

26 / 40

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

Make new and changed services available for use

Ensure that risks have been properly assessed

Record and report selected changes of state

Plan and manage the full lifecycle of all IT assets

27 / 40

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

Identifying the cause of incidents and recommending related improvements

Authorizing changes to implement improvements

Logging and managing incidents that result in improvement opportunities

Making business cases for improvement action

28 / 40

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

29 / 40

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

Restricting information about the improvement to essential stakeholders only

Increasing collaboration and visibility for the improvement

Involving customers after all planning has been completed

Engaging every stakeholder group in the same way, with the same communication

30 / 40

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

31 / 40

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

Restoration of normal service operation as quickly as possible

Prioritization of problems based on the risk that they pose

Authorization of changes to resolve the cause of problems

Resolution of incidents in a time that meets customer expectations

32 / 40

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

An event

A change

An incident

A problem

33 / 40

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

It should always be used to support direct observation

It should always be used instead of direct observation

Measured data is always more accurate than direct observation

The act of measuring always positively impacts results

34 / 40

What is an incident?

The planned removal of an item that might affect a service

A result enabled by one or more outputs

A possible future event that could cause harm

A service interruption resolved by the use of self-help tools

35 / 40

What is defined as a change of state that has significance for the management of an IT service?

Event

Incident

Problem

Known error

36 / 40

Which dimension includes the knowledge needed for the management of services?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

37 / 40

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

38 / 40

What is the PRIMARY use of a change schedule?

To support 'incident management' and improvement planning

To manage emergency changes

To plan changes and help avoid conflicts

To manage standard changes

39 / 40

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

40 / 40

Which guiding principle focuses on reducing costs and human errors?

Focus on value

Collaborate and promote visibility

Optimize and automate

Think and work holistically

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