ITIL 4 Foundation 1

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Which key activity of service continuity management identifies vital business functions (VBF) and their dependencies?

Business impact analysis

What should be included in every service level agreement?

Clearly defined service outcomes

What are the types of asset management?

IT asset management and software asset management

What are the different types of events?

Informational, warning, and exception

How does service request management contribute to obtain/build value chain activity?

It acquires preapproved service components to help fulfill service requests

What is the purpose of problem management?

Reduces the likelihood and impact of incidents

What is a disaster?

Sudden unplanned event that causes great damage or serious loss to an organization

Which of the following is NOT a key skillset required for service desk agents?

Technical skills

Which two needs should change control balance?

The need to make beneficial changes

Which ITIL concept describes governance?

The service value system

What is the purpose of the service desk practice?

To capture demand for incident resolution and service requests

What is the best way to track and manage improvements?

Use a structured document called a continual improvement register

Which service management dimension is focused on activities?

Value streams and processes

Which activity captures the demand for incident resolution and service requests?

Service desk

What of the following is an agreement between a service provider and a customer that identifies both services required and the expected level of service?

Service level agreement

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

Service offering

What are the two types of costs that a service consumer should evaluate?

The costs removed by the service and the costs imposed by the service

What is the definition of utility?

The functionality offered by a product or service to meet a particular need

Which practice ensures that stakeholders' needs are understood and product and services are prioritized appropriately?

Relationship management

Which of the following best describes outcomes?

Results for a stakeholder

A service is a means of enabling value co-creation by facilitating _____ that customers want to achieve.

Outcomes

Which of the following can be used to access service desks?

Phone calls, email, text and social media messaging

Which value chain activity ensures people understand the organization's vision?

Plan

What is the key focus of the organizations and people dimension?

Roles and responsibilities

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Progress iteratively with feedback

Which of the following are problem control activities? 1. Performing trend analysis of incident records 2. Preassessing the status of known errors that have not been resolved 3. Prioritizing problems for analysis based on the risk 4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly

3 and 4

Which of the following statements describes the nature of guiding principles?

A guiding principle can guide an organization in all circumstances

Which of the following is an example of workaround?

A server is restarted to resolve an incident

Which is a key consideration for the guiding principle keep it simple and practical?

Always use the minimum number of steps to accomplish an objective

Which of the following is an example of incident?

An application is not available during the business hours

What is an event?

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

"New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?

Big bang deployment

Which practice is the responsibility of everyone in the organization?

Continual improvement

Who defines the requirements for a service?

Customer

What is the first step of the guiding principle focus on value?

Determine the service consumer in each situation

Which of the following statements about the value chain activities is correct?

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Which value chain activity includes presenting workarounds to users via a service portal?

Engage

How does the principle think and work holistically help organizations when implementing ITIL?

Establishing an understanding of how all the parts of an organization work together in an integrated way

Which of the following is a standard change?

Moving a desktop for a single user

Which value chain activity ensures the availability of service components?

Obtain/build


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