ITIL 4 Foundation 1
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