ITIL 4 Foundation (Topic 2) Exam Pool B

Which two practices use workarounds? A. Change enablement and continual improvement B. Change enablement and problem management C. Problem management and incident management D. Incident management and continual improvement

C. Problem management and incident management

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? A. Service desk B. Service request management C. Service level management D. Service configuration management

C. Service level management

Which process is used to compare the value that new services offer with the value of the services they have replaced? A. Availability management B. Capacity management C. Service portfolio management D. Service catalogue management

C. Service portfolio management

Which guiding principle recommends collecting data before deciding what can be re-used? A. Focus on value B. Keep it simple and practical C. Start where you are D. Progress interactively with feedback

C. Start where you are

In which step of the 'continual improvement model' is an improvement plan implemented? A. What is the vision? B. How do we get there? C. Take action D. Did we get there

C. Take action

Which is handled as a service request? A. An investigation to identify the cause of an incident B. A compliment about an IT support team C. The failure of an IT service D. An emergency change to implement a security patch

C. The failure of an IT service

Which is the BEST example of an emergency change? A. The implementation of a planned new release of a software application B. A low-risk computer upgrade implemented as a service request C. The implementation of a security patch to a critical software application D. A scheduled major hardware and software implementation

C. The implementation of a security patch to a critical software application

What includes governance as a component? A. Practices B. The service value chain C. The service value system D. The guiding principles

C. The service value system

Why should incidents be prioritized? A. To help automated matching of incidents to problems or known errors B. To identify which support team the incident should be escalated to C. To ensure that incidents with the highest business impact are resolved first D. To encourage a high level of collaboration within and between teams

C. To ensure that incidents with the highest business impact are resolved first

Which is the purpose of release management? A. To protect the organization's information B. To handle user-initiated service requests C. To make new and changed services available for use D. To move hardware and software to live environments

C. To make new and changed services available for use

What is the PRIMARY use of a change schedule? A. To support the 'incident management' practice and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflicts D. To manage standard changes

C. To plan changes and help avoid conflicts

Which is a purpose of the 'service level management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To ensure that the organization's suppliers and their performance are managed appropriately C. To set clear business-based targets for service levels D. To support the agreed quality of a service handling all agreed, user-initiated service requests

C. To set clear business-based targets for service levels

Which is included in the purpose of the 'service level management' practice? A. To maximize the number of successful service and product changes B. To ensure accurate information about the configuration of services is available C. To set clear business-based targets for service levels D. To ensure that suppliers and their performance are managed appropriately

C. To set clear business-based targets for service levels

Which service management dimension is focused on activities and how these are coordinated? A. Partners and suppliers B. Information and technology C. Value streams and processes D. Organizations and people

C. Value streams and processes

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model? A. Define measurable targets B. Perform baseline assessments C. Execute improvement actions D. Evaluate measurements and metrics

D. Evaluate measurements and metrics

Which function is responsible for the management of a data center? A. Technical management B. Service desk C. Application management D. Facilities management

D. Facilities management

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth? A. Keep it simple and practical B. Optimize and automate C. Progress iteratively with feedback D. Focus on value

D. Focus on value

What is NOT within the scope of service catalog management? A. Contribution to the definition of services B. Interfaces between all services and supporting services C. Interfaces between the service catalog and service portfolio D. Fulfillment of business service requests

D. Fulfillment of business service requests

Which statement about IT service management is CORRECT? D18912E1457D5D1DDCBD40AB3BF70D5D A. It is performed by customers using a mix of IT systems, services and processes B. It is performed by IT service providers using a mix of suppliers and their products C. It is performed by the service desk using a mix of people, process and technology D. It is performed by IT service providers using a mix of people, process and technology

D. It is performed by IT service providers using a mix of people, process and technology

Which value chain activity ensures the availability of service components? A. Improve B. Deliver and support C. Engage D. Obtain/build

D. Obtain/build

Which value chain activity communicates the current status of all four dimensions of service management? A. Improve B. Engage C. Obtain/build D. Plan

D. Plan

Which practice needs people who understand complex systems and have creative and analytical skills? A. Change enablement B. Service level management C. Service request management D. Problem management

D. Problem management

Which are the elements of process control? A. Inputs, outputs and triggers B. Work instructions, procedures and roles C. Resources, capabilities and metrics D. Process owner, policy and objectives

D. Process owner, policy and objectives

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? A. Focus on value B. Start where you are C. Collaborate and promote visibility D. Progress iteratively with feedback

D. Progress iteratively with feedback

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? A. Service configuration management B. Service desk C. IT asset management D. Monitoring and event management

A. Service configuration management

Which statement about change authorization is CORRECT? A. A change authority should be assigned to each type of change and change model B. Centralizing change authorization to a single person is the most effective means of authorization C. The authorization of normal changes should be expedited to ensure they can be implemented quickly D. Standard changes are high risk and should be authorized by the highest level of change authority

A. A change authority should be assigned to each type of change and change model

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction? A. A standard change B. An emergency change C. An internal change D. A normal change

A. A standard change

What is defined as an unplanned interruption or reduction in the quality of a service? A. An incident B. A problem C. A change D. An event

A. An incident

How do all value chain activities transform inputs to outputs? A. By using a combination of practices B. By using a single functional team C. By determining service demand D. By implementing process automation

A. By using a combination of practices

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? A. Categorization B. Detection C. Prioritization D. Escalation

A. Categorization

Which processes are responsible for the regular review of underpinning contracts? A. Supplier management and service level management B. Supplier management and change management C. Availability management and service level management D. Supplier management and availability management

A. Supplier management and service level management

What is defined as a change of state that has significant for the management of an IT service? A. Event B. Incident C. Problem D. Known error

A. Event

What is important for a 'continual improvement register' (CIR)? A. Improvement ideas are documented, assessed and prioritized B. Improvement ideas from many sources are kept in a single CIR C. Improvement ideas that are not being actioned immediately are removed from the CIR D. Improvement ideas are tested, funded and agreed

A. Improvement ideas are documented, assessed and prioritized

Which practice may involve the initiation of disaster recovery? A. Incident management B. Service request management C. Service level management D. IT asset management Answer: A

A. Incident management

Which statement about known errors and problems is CORRECT? A. Known error is the status assigned to a problem after it has been analyzed B. A known error is the cause of one or more problems C. Known errors cause vulnerabilities, problems cause incidents D. Known errors are managed by technical staff, problems are managed by service management staff

A. Known error is the status assigned to a problem after it has been analyzed

Which is included in the purpose of the 'deliver and support' value chain activity? A. Meeting stakeholder expectations for time to market B. Understanding the organization's service vision C. Understanding stakeholder needs D. Providing services to agreed specifications

A. Meeting stakeholder expectations for time to market

Which dimension includes the knowledge needed for the management of services? A. Organizations and people B. Value streams and processes C. Information and technology D. Partners and suppliers

A. Organizations and people

Which dimension of service management considers governance, management, and communication? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

A. Organizations and people

What is the purpose of problem management? A. Reduces the likelihood and impact of incidents B. Ensures services are restored as soon as possible C. Helps direct the incident to the correct support area D. Determines how the service provider is perceived

A. Reduces the likelihood and impact of incidents

Which practice has a purpose that includes restoring normal service operation as quickly as possible? A. Problem management B. Incident management C. Deployment management D. Supplier management

B. Incident management

Which is an example of a business related measurement? A. The number of passengers checked in B. The average time to response to change requests C. The average resolution time for incidents D. The number of problems resolved

A. The number of passengers checked in

Which ITIL concept describes governance? A. The service value system B. The service value chain C. The seven guiding principles D. The four dimensions of service management

A. The service value system

What MAIN factors are considered to assess the priority of an incident? A. The urgency and impact B. The impact and complexity C. The cost and urgency D. The complexity and cost

A. The urgency and impact

What do customer perceptions and business outcomes help to define? A. The value of a service B. Service metrics C. The total cost of a service D. Key performance indicators (KPIs)

A. The value of a service

Why should service desk staff detect recurring issues? A. To help identify problems B. To escalate incidents to the correct support team C. To ensure effective handling of service requests D. To engage the correct change authority

A. To help identify problems

Which is an objective of the design coordination process? A. To produce service design packages and ensure they are handed over to service transition B. To assess and evaluate all changes and their impact on service designs C. To document the initial structure and relationship between services and customers D. To gather and document new service level requirements from the customer

A. To produce service design packages and ensure they are handed over to service transition

Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

B. Information and technology

What is a service? A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks C. A tangible or intangible deliverable of an activity D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

What is an event? A. The addition, modification, or removal of anything that could have a direct or indirect effect on services B. Any change of state that has significance for the management of a service or other configuration item C. Cause of one or more incidents D. An unplanned interruption to a service or reduction in the quality of a service

B. Any change of state that has significance for the management of a service or other configuration item

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed? A. Relationship management B. Change control C. Release management D. Monitoring and event management

B. Change control Reference: https://www.symphonysummit.com/products/what-is-it-service-management itsm/

What can be used to help determine the impact level of a problem? A. Definitive media library (DML) B. Configuration management system (CMS) C. Statement of requirements (SOR) D. Standard operating procedures (SOP)

B. Configuration management system (CMS)

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? A. Only add controls and metrics when they are needed B. Design controls and metrics first, then remove those not adding value C. Design controls and metrics and add them individually until all are implemented D. Only add controls and metrics that are required for compliance

B. Design controls and metrics first, then remove those not adding value

Which are elements of the service value system? A. Service provision, service consumption, service relationship management B. Governance, service value chain, practices C. Outcomes, utility, warranty D. Customer value, stakeholder value, organization

B. Governance, service value chain, practice

What is the effect of increased automation on the 'service desk1 practice? A. Increased ability to focus on fixing technology instead of supporting people B. Greater ability to focus on customer experience when personal contact is needed C. Elimination of the need to escalate incidents to support teams D. Decrease in self-service incident logging and resolution

B. Greater ability to focus on customer experience when personal contact is needed

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks? A. Relationship management B. IT asset management C. Release management D. Service desk

B. IT asset management

Where should all master copies of controlled software and documentation be stored? A. In the definitive capacity library B. In the definitive media library C. In the definitive security library D. In the definitive production library

B. In the definitive media library

Which is an important principle of communication in service operation? A. Information should always be communicated B. It has an intended purpose or a resultant action C. Meetings are always the best method of communication D. It is stored in the configuration management system

B. It has an intended purpose or a resultant action

Which statement about the 'continual improvement' practice is CORRECT? A. Continual improvement participation should be limited to a small dedicated team. B. It is the role of senior management to authorize improvement initiatives. C. Training should be provided to those involved in continual improvement. D. A single continual improvement register should be maintained by senior management.

B. It is the role of senior management to authorize improvement initiatives. Reference: https://www.bmc.com/blogs/itil-continual-improvement/

Which statement about the 'change enablement' practice is CORRECT? A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process B. Normal changes are triggered by the creation of a change request which can be created manually or automated C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

B. Normal changes are triggered by the creation of a change request which can be created manually or automated

Which does the ITIL service value system discourage? A. Coordinated authorities and responsibilities B. Organizational silos C. Interfaces among practices D. Organizational agility

B. Organizational silos

Which practice provides visibility of the organization's services by capturing and reporting on service performance? A. Service desk B. Service level management C. Service request management D. Service configuration management

B. Service level management

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. A. Service consumer B. Service provider C. Customer D. Supplier

B. Service provider

Which statement about the automation of service requests is CORRECT? A. Service requests that cannot be automated should be handled as incidents B. Service requests and their fulfillment should be automated as much as possible C. Service requests that cannot be automated should be handled as problems D. Service requests and their fulfillment should be carried out by service desk staff without automation

B. Service requests and their fulfillment should be automated as much as possible

Which statement about metrics is CORRECT? A. Process metrics can be used to measure end-to-end service performance B. Technology metrics can be used to measure component performance and availability C. Process metrics can be used to measure the utilization of a supplier's network D. Technology metrics can be used to determine the overall health of a process

B. Technology metrics can be used to measure component performance and availability

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect? A. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences. B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied. C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed. D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction.

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied. Reference: https://www.bmc.com/blogs/itil-service-level-management/

Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value B. Think and work holistically C. Optimize and automate D. Collaborate and promote

B. Think and work holistically

What is used to link activities within the service value chain? A. Service level agreements B. Inputs, outputs and triggers C. Opportunity, demand and value D. Service desk

C. Opportunity, demand and value

Which is the CORRECT of the 'R' role in a RACI matrix? A. This role ensures that activities are executed correctly B. This role has ownership of the end result C. This role is involved in providing knowledge and input D. This role ensures the flow of information to stakeholders

B. This role has ownership of the end result

What is the purpose of the 'service desk' practice? A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible B. To be the entry point and single point of contact for the service provider with all of its users C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

B. To be the entry point and single point of contact for the service provider with all of its users

What is the purpose of service level management? A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications. B. To ensure that all current and planned IT services are delivered to agreed achievable targets. C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

B. To ensure that all current and planned IT services are delivered to agreed achievable targets.

Which is a key requirement for a successful service level agreement (SLA)? A. Using individual metrics that relate to the service catalogue B. Using bundled metrics to relate performance to outcomes C. Using single-system-based metrics that relate to outputs D. Using an agreement between the service provider and service supplier

B. Using bundled metrics to relate performance to outcomes

Identify the missing word in the following sentence. A user is [?] that uses services. A. an organization B. a role C. a team D. a supplier

B. a role

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption. A. outputs B. outcomes C. costs D. risks

B. outcomes

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. A. 'focus on value' guiding principle B. service value system C. 'service request management' practice D. four dimensions of service management

B. service value system

Which guiding principle focuses on reducing costs and human errors? A. Focus and value B. Collaborate and promote visibility C. Optimize and automate D. Think and work holistically

C. Optimize and automate

Which is NOT a structure of service desk that is described in the ITIL service operation guidance? A. Local B. Centralized C. Outsourced D. Virtual

C. Outsourced

What is a definition of a service improvement plan (SIP)? A. A formal plan to implement improvements to a customer's business processes B. An input from availability management to service level management, detailing the service design plan C. A formal plan to implement improvements to a service or process D. An input from financial management for IT services to service level management, detailing the budget plan

C. A formal plan to implement improvements to a service or process

What describes the steps needed to create and deliver a specific service to a consumer? A. Service management B. Practices C. A value stream D. Service level management

C. A value stream

Which process works with incident management to ensure that security breaches are detected and logged? A. Change management B. Service level management C. Access management D. Continual service improvement

C. Access management

Which term is used to describe the prediction and control of income and expenditure within an organization? A. Charging B. Governance C. Budgeting D. Accounting

C. Budgeting

What considerations influence the supplier strategy of an organization? A. Contracts and agreements B. Type of cooperation with suppliers C. Corporate culture of the organization D. Level of formality

C. Corporate culture of the organization

What can a service remove from the consumer and impose on the consumer? A. Utility B. Asset C. Cost D. Outcome

C. Cost

Which is an external input to the service value chain? A. The 'improve' value chain activity B. An overall plan C. Customer requirements D. Feedback loops

C. Customer requirements

Which practice recommends using tools for collaboration and the automated matching of symptoms? A. Problem management ITIL ITIL-4-Foundation B. Service level management C. Incident management D. Service request management

C. Incident management

What actions does a service desk take for all issues, queries and requests that are reported to them? A. Schedule, assess, authorize B. Diagnose, investigate, resolve C. Initiate, approve, fulfill D. Acknowledge, classify, own

C. Initiate, approve, fulfill

Which statement about change management is CORRECT? A. It optimizes overall business risk B. It optimizes financial exposure C. It ensures that all changes are authorized by the change advisory board (CAB) D. It ensures that service requests follow the normal change management process

C. It ensures that all changes are authorized by the change advisory board (CAB)

How does categorization of incidents assist the 'incident management' practice? A. It determines the priority assigned to the incident B. It determines how the service provider is perceived C. It helps direct the incident to the correct support area D. It ensures that incidents are resolved in timescales agreed with the

C. It helps direct the incident to the correct support area

Which statement about the known error database (KEDB) is CORRECT? A. It is maintained by the service desk and updated with the details of each new incident B. It is a part of the configuration management database (CMDB) and contains workarounds C. It is maintained by problem management and is used by the service desk to help resolve incidents D. It is maintained by incident management and contains solutions to be implemented by problem management

C. It is maintained by problem management and is used by the service desk to help resolve incidents

What is the reason for using a balanced bundle of service metrics? A. It reduces the number of metrics that need to be collected B. It reports each service element separately C. It provides an outcome-based view of services D. It facilitates the automatic collection of metrics

C. It provides an outcome-based view of services

Which of the following is an example of workaround? A. A defective network switch is replaced with a new one B. An email server is restored after an incident is reported C. Server memory is increased when the server is unresponsive D. A server is restarted to resolve an incident

D. A server is restarted to resolve an incident

What is an incident? A. The planned removal of an item that might affect a service B. A result enabled by one or more outputs C. A possible future event that could cause harm D. A service interruption resolved by the use of self-help tools

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

Which describes the utility of a service? A service that is fit for use B. A service that meets its service level targets C. A service that increases constraints on the consumer D. A service that supports the performance of the consumer

D. A service that supports the performance of the consumer

What are guiding principles? A. A set of interconnected activities that help an organization deliver a valuable service B. A description of one or more services that help address the needs of a target consumer group C. A set of specialized organizational capabilities for enabling value for customers D. Recommendations that help an organization when adopting a service management approach

D. Recommendations that help an organization when adopting a service management approach

Which practice establishes a channel between the service provider and its users? A. Relationship management B. Change enablement C. Supplier management D. Service desk

D. Service desk

Which practice forms a link between the service provider and the users of services? A. Change enablement B. Service level management C. Problem management D. Service desk

D. Service desk

Which practice provides users with a way to get various requests arranged, explained and coordinated? A. Service level management B. Relationship management C. Continual improvement D. Service desk

D. Service desk Reference: https://www.bmc.com/blogs/itil-service-desk/

Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision

D. Service provision

Which is intended to help an organization adopt and adapt ITIL guidance? A. The four dimensions of service B. Practices C. The service value chain D. The guiding principles

D. The guiding principles

What is a change schedule PRIMARILY used for? A. To help plan, authorize and schedule emergency changes B. To publish a list of service requests that users can select C. To ensure that a single change authority reviews every change D. To help plan changes, assist in communication and avoid conflicts

D. To help plan changes, assist in communication and avoid conflicts

Which is considered by the 'partners and suppliers' dimension? A. Using artificial intelligence B. Defining controls and procedures C. Using formal roles and responsibilities D. Working with an integrator to manage relationships

D. Working with an integrator to manage relationships