ITIL 4

The handling of user feedbacks, compliments and complaints is a responsibility of which practice? A. Service Desk B. Service Request Management C. Incident Management D. Problem Management

B. Service Request Management

Which is true for Problems and Known Errors? A. A Problem is called a Known Error once the root cause has been identified B. Problems are handled by technical staff, while Known Errors are handled by the Service Desk C. A Problem is the cause of one or more Known Errors D. Problems can be closed once they have become Known Errors

A. A Problem is called a Known Error once the root cause has been identified

What is the definition of a user? A. A person who uses services B. A person who defines the requirements for a service and takes responsibilities for the outcomes of service consumption C. A person who authorizes budget for service consumption D. A person who works for an organization other than the service provider

A. A person who uses services

How does the Service Request Management practice support the Engage Service Value Chain activity? A. By providing regular communication to users to gather requirements, set expectations and to provide updates B. By handling all user-initiated Service Request and Incidents C. By communicating Known Errors to the user community D. By handling the distribution of incoming calls at the Service Desk

A. By providing regular communication to users to gather requirements, set expectations and to provide updates

Which practice would include a formalized process for logging unplanned interruptions to a service? A. Incident management B. Change management C. Problem management D. Service level management

A. Incident management

You have been tasked with the setup of an internal service desk in the small company you work for. Ensuring that the right tools and applications will be used by the team is a consideration of which Service Management Dimension? A. Information and Technology B. Partners and Suppliers C. Organization and People D. Value Streams and Processes

A. Information and Technology

Which of the following is NOT a part of the Service Value System? A. Management B. Governance C. The Practices D. Continual Improvement

A. Management

Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the 'Profit and Loss (P&L)' metrics for the month. What term best describes the P&L report that is produced each month? A. Output B. Value C. Cost D. Outcome

A. Output

What is an example of an action a service request management employee would undertake as part of the 'improve' activity? A. Provide trend, quality, and feedback information about requests B. Initiate and fulfill standard changes C. Communicate with consumers to understand their requirements D. Fulfill the consumer's service requests through acquisition of service components

A. Provide trend, quality, and feedback information about requests

How does 'service level management' contribute to the 'obtain/build' value chain activity? A. Provides objectives for component and service performance for products and services B. Collects feedback during interactions and communicates service performance objectives to the operations and support teams C. Provides feedback from interactions with customers into new or changed services D. Provides information about the actual service performance and trends

A. Provides objectives for component and service performance for products and services

Which ITIL concept describes guiding principles? A. Service value system B. Four dimensions of service management C. Service value chain D. Practices

A. Service value system

You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered? A. Standard B. Normal C. Emergency D. Routine

A. Standard

Which describes outputs? A. Tangible or intangible deliverables B. Functionality offered by a product or service C. Results for a stakeholder D. Configuration of an organization's resources

A. Tangible or intangible deliverables

Fill in the blank. According to the guiding principles, "Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders. A. Value B. Outcomes C. Outputs D. Utility

A. Value

During which step of the continual improvement model do you create your objective baseline measurement? A. Where are we now? B. What is the vision? C. Where do we want to be? D. How do we get there?

A. Where are we now?

What is a standard change? A. A change that is assessed, authorized, and scheduled as part of 'continual improvement' B. A change that is routine in nature, is fully documented, and the risks are well understood C. A change that needs to be assessed, authorized, and scheduled by a change authority D. A change that doesn't need risk assessment because it is required to resolve an incident

B. A change that is routine in nature, is fully documented, and the risks are well understood

How does 'service request management' contribute to 'design and transition' activity? A. By collecting user-specific request requirements B. By initiating standard changes to fulfill service requests C. By providing service request trend and quality information D. It acquires pre-approved service components to help fulfill service requests

B. By initiating standard changes to fulfill service requests

If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be? A. Virtual B. Centralized C. Follow-the-sun D. Local

B. Centralized

How does 'service level management' contribute to the 'deliver and support' value chain activity? A. Provides objectives for component and service performance for products and services B. Collects feedback during interactions and communicates service performance objectives to the operations and support teams C. Provides information about the actual service performance and trends D. Provides feedback from interactions with customers into new or changed services

B. Collects feedback during interactions and communicates service performance objectives to the operations and support teams

What is usually included as part of 'incident management'? A. Detailed procedures for the diagnosis of incidents B. Formalized processes for logging incidents C. Observation of all services and service components to identify any change in state D. Authority to implement changes to a system

B. Formalized processes for logging incidents

What is the difference between an Incident and a Service Request? A. Incidents are handled by expert teams, while Service Request are solved at the Service Desk B. Incidents are requests for solutions while Service Requests are requests for information or other standard services. C. Incidents are handled for free, while Service Requests are paid for D. Incidents must be categorized, while Service Requests mustn't

B. Incidents are requests for solutions while Service Requests are requests for information or other standard services.

Which of the following is NOT a problem identification activity? A. Detecting duplicate and recurring issues B. Logging an incident C. Performing trend analysis of incident records D. Analysis of multiple incidents that may be linked together

B. Logging an incident (this is part of the incident management activities)

You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate? A. Standard B. Normal C. Emergency D. Routine

B. Normal

How does 'service level management' contribute to the 'design and transition' value chain activity? A. Collects feedback during interactions and communicates service performance objectives to the operations and support teams B. Provides feedback from interactions with customers into new or changed services C. Provides information about the actual service performance and trends D. Provides objectives for component and service performance for products and services

B. Provides feedback from interactions with customers into new or changed services

How does 'service level management' contribute to the 'plan' value chain activity? A. Uses feedback from users about the service and requirements from customers to make the service better B. Provides information about the actual service performance and trends C. Collects and processes feedback from customers and users D. Collects feedback during interactions and communicates service performance objectives to the operations and support teams

B. Provides information about the actual service performance and trends

Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company's internal file server per staff member. What term best describes these activities performed by the IT department? A. Service consumption B. Service provision C. Service offering D. Warranty of a service

B. Service provision

As a Dion Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Dion Training also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Dion Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)? A. Service offering B. Service relationship management C. Service provision D. Service consumption

B. Service relationship management

The decisions about which vendors to engage with is influenced mostly by which of the following? A. The level of formality in the organization B. The culture of the service provider organization C. The contracts the organization has with its own customers D. The financial strategy of the service provider organization

B. The culture of the service provider organization

Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service? A. Keep it simple and practical B. Think and work holistically C. Optimize and automate D. Collaborate and promote visibility

B. Think and work holistically

Which statement about a change authority is CORRECT? A. A single change authority should be assigned to authorize all types of change and change models B. Normal changes are pre-authorized and do not need a change authority C. A change authority should be assigned for each type of change and change model D. Emergency changes can be implemented without authorization from a change authority

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

How does the Information Security Management Practice support the Design and Transition Service Value Chain activity? A. By handling all security related incidents B. By enabling the CISO (Chief Information Security Officer) to prevent penetration attacks C. By ensuring that effective security controls are designed and transitioned into live environments. D. By defining the priority of security related issues.

C. By ensuring that effective security controls are designed and transitioned into live environments.

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services. A. Requirements B. Functions C. Capabilities D. Products

C. Capabilities

How does 'service level management' contribute to the 'engage' value chain activity? A. Collects feedback during interactions and communicates service performance objectives to the operations and support teams B. Provides feedback from interactions with customers into new or changed services C. Collects and processes feedback from customers and users D. Provides information about the actual service performance and trends

C. Collects and processes feedback from customers and users

What are the two triggers for the service value system (SVS)? A. Services and Value B. Chances and Demand C. Demand and Opportunities D. Requirements and Opportunities

C. Demand and Opportunities

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market? A. Delivery and Support B. Obtain/Build C. Design and transition D. Plan

C. Design and transition

What is usually NOT included as part of 'incident management'? A. Ensure expected performance levels are maintained B. Observation of all services and service components to identify any change in state C. Detailed procedures for the diagnosis of incidents D. Use of specialized knowledge for complicated incidents

C. Detailed procedures for the diagnosis of incidents

Which of the following is true for Change authorization? A. Changes should be authorized by one person to speed up the process and to reduce dependencies B. Normal Changes must be authorized quickly as they require fast actions C. Each change model and type should have its own Change Authority D. Standard Changes have a high risk and need to be approved by the management

C. Each change model and type should have its own Change Authority

How does the Configuration Management practice support the Deliver and Support Service Value Chain activity? A. It delivers essential information to planning activities related to the Service Configurations of the organization B. It provides financial information about the usage of services and CIs C. For the effective solution of Incidents and Problems, information about CIs is essential D. Without a CMDB no ticketing system is able to function

C. For the effective solution of Incidents and Problems, information about CIs is essential

Why is customer engagement crucial for the Service Level Management practice? A. It defines who is allowed to open Incident tickets from the customer organization B. It ensures that we meet the agreed service levels C. It captures information on which metrics can be based D. It defines the workflow of Service Requests

C. It captures information on which metrics can be based

You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, "Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'If the account doesn't belong to one of the above three categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours." What guiding principle is Nancy recommending you to follow with her approach to solving this problem? A. Progress iteratively

C. Keep it simple and practical

What is defined as a cause, or potential cause, of one or more incidents? A. Changes B. Known Errors C. Problem D. Events

C. Problem

What is an example of an action a service request management employee would undertake as part of the 'improve' activity? A. Communicate with consumers to understand their requirements B. Initiate and fulfill standard changes C. Provide trend, quality, and feedback information about requests D. Fulfill the consumer's service requests through acquisition of service components

C. Provide trend, quality, and feedback information about requests Improve activity includes analysis of data to identify opportunities. Also, provides trend quality and feedback information about fulfillment of requests.

Which describes outcomes? A. Tangible or intangible deliverables B. Functionality offered by a product or service C. Results for a stakeholder D. Configuration of an organization's resources

C. Results for a stakeholder

Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services. A. Activities B. Practices C. Service value system D. Service value chain

C. Service value system

What is the goal of the Monitoring and Event Management practice? A. To protect the information that an organizations needs for business B. To restore normal service operations as soon as possible C. To observe services and components, and to record any changes in their state D. To provide accurate and reliable information about CIs when needed

C. To observe services and components, and to record any changes in their state

What term best describes a service that is 'fit for purpose'? A. Warranty B. Output C. Utility D. Outcomes

C. Utility

What is the step after 'how do we keep the momentum going' in the continual improvement model? A. Did we get there B. How do we get there C. What is the vision D. Where are we now

C. What is the vision

What is a normal change? A. A change that doesn't need risk assessment because the procedure has been pre-authorized B. A change that is routine in nature, is fully documented, and the risks are well understood C. A change that doesn't need risk assessment because it is required to resolve an incident D. A change that is scheduled, assessed, and authorized using a standard process

D. A change that is scheduled, assessed, and authorized using a standard process

Which describes the nature of the guiding principles? A. A guiding principle is mandatory and must be used when adopting a new service within an organization B. A guiding principle is specific and only applies to one initiative within the organization C. An organization must implement the guiding principles exactly as defined by the ITIL 4 Foundation manual D. A guiding principle is a recommendation used as guidance in all circumstances

D. A guiding principle is a recommendation used as guidance in all circumstances

What is the definition of service? A. The means by which and organization is directed and controlled B. A set of specialized organizational capabilities for enabling value to customers C. A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress D. 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

D. 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

Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements. A. The contracted B. Established C. Inexpensive D. Agreed

D. Agreed

How does the Service Desk practice support the Deliver and Support Service Value Chain activity? A. By ensuring the correct categorization of all Change Requests B. By enabling the organization to select the right vendors C. By allowing the Service Desk Agents to handle all access requests D. By acting as the central coordination point for the handling of Incidents and Service Requests

D. By acting as the central coordination point for the handling of Incidents and Service Requests

What is NOT a phase in problem management? A. Problem identification B. Error control C. Problem control D. Incident Logging

D. Incident Logging

Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don't have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended? A. Incident B. Workaround C. Problem D. Known Error

D. Known Error

You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations? A. Plan B. Improve C. Engage D. Obtain/build

D. Obtain/build

Identify the missing word in the following sentence. [?] management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. A. Availability B. Event C. Incident D. Problem

D. Problem

What does a centralized service desk require? A. Local service desk analysts B. Complex automation C. 24x7 support D. Remote access tools

D. Remote access tools

Dion Training has outsourced the development of a mobile application to support their students' learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example? A. Service offering B. Service relationship management C. Service provision D. Service consumption

D. Service Consumption

How should measures and metrics be used to measure your service level management levels? A. To measure the performance of a component in the system B. To measure the performance of the entire system C. To measure the availability of a network D. To provide a representation of the actual customer's experience

D. To provide a representation of the actual customer's experience

Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with? A. Where are we now? B. What is the vision? C. How do we keep the momentum going? D. How do we get there?

How do we keep the momentum going?

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?

Start where you are.

The uncertainty of an outcome is called what?

risk