ITIL Trung Đẹp

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108 How can you ensure the incidents with the highest business impact are resolved first? A Implement incident classification B Use automation C Utilize self-help tools D Utilize problem management

181 Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management? A Improve B Plan C Deliver and support D Obtain/build

113 Fill in the blank. Service requests and their fulfillment should be ______ and automated to the greatest degree possible. A Uniquely handled B Standardized C Creatively solved D Ignored

114 Your smartphone isn't working properly. You call the toll-free number for your service provider's support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users? A Problem Management B Service desk C Service request management D Incident management

103 When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur? A The high-level direction of the initiative has been understood B The detailed steps of how to achieve your objectives C What metrics you will use to measure success D The current processes being used

107 What is a change schedule NOT used for? A Developing features B Planning changes C Avoiding conflicts D Assigning resources

116 What is a service level agreement used for? A To measure the performance of services from a customer's point of view B To measure the performance of the service availability C To measure the performance of the service capability D To measure the performance of the service from the service provider's point of view.

120 Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the _____of service consumption. A Outcomes B Cost C Outputs D Benefits

123 What is the purpose of the 'relationship management' practice? A Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels B Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner C Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets D Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services

131 Fill in the blank. ______is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. A Guiding principles B Service value chain C Focus on value D Governance

132 You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation? A Focus on value B Progress iteratively with feedback C Collaborate and promote visibility D Think and work holistically

134 Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success? A Collaborate and promote visibility B Focus on value C Progress iteratively with feedback D Optimize and automate

136 What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement? A Automation B Optimization C Value D Utility

137 Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow? A Organizations and people B Information and technology C Partners and suppliers D Value streams and processes

148 What is usually included as part of 'incident management'? A Scripts for collecting initial information about incidents B Detailed procedures for the diagnosis of incidents C Authority to implement changes to a system D Observation of all services and service components to identify any change in state

150 The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario? A Known error B Workaround C Problem D Incident

151 How does 'service request management' contribute to the 'deliver and support' value chain activity? A It ensures that users continue to be productive when they need assistance from the service provider B It collects user-specific requirements, sets expectations, and provides status updates C By initiating standard changes to fulfill service requests D It acquires pre-approved service components to help fulfill service requests

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

162 What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services? A Change B Event C Incident D Problem

166 What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information? A Information security management B Availability management C Service continuity management D Change control

168 Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training's website. Dion Training is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a student may or may not watch a particular video. What best describes these activities? A Service consumption B Service provision C Service offering D Warranty of a service

169 Which describes the functionality offered by a product or service to meet a particular need? A Utility B Warranty C Value D Outcome

179 Which ITIL concept describes continual improvement? A Service value system B Four dimensions of service management C Service value chain D Practices

180 Which of the following is NOT an activity within the service value chain? A Service relationships B Improve C Design and Transition D Obtain/Build

184 Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in? A Did we get there B Where are we now C How do we get there D Take action

193 What does a centralized service desk require? A Knowledge base B Walk-in service hours C 24x7 support D Outsourced employees

195 What should be included in every service level agreement? A Clearly defined service outcomes B Latency requirements C Metric for amount of downtime on the backup server D Metric for percentage of disk space available on the file server

205 What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels? A Relationship management B Service request management C Service level management D Service desk

212 What is the main benefit of following the guiding principle of 'progress iteratively with feedback'? A Faster responses to customers and business needs B Overall lower quality in the project C Reduced flexibility D Longer periods of time before a product is delivered

214 Which guiding principle requires coordination across the organization in order to best understand how a complicated service works? A Think and work holistically B Keep it simple and practical C Optimize and automate D Focus on value

218 Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of service management would this decision best be considered? A Information and technology B Organizations and people C Partners and suppliers D Value streams and processes

102 Which step of the continual improvement model states that "each improvement initiative should support the organization's goals and objectives"? A Where are we now B What is the vision C Where do we want to be D How do we get there

104 Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in? A What is the vision B Where do we want to be C How do we get there D Where are we now

105 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 needs to be assessed, authorized, and scheduled by a change authority C A change that doesn't need risk assessment because it is required to resolve an incident D A change that is routine in nature, is fully documented, and the risks are well understood

109 Which incidents should be logged? A Only an incident that cannot be immediately resolved B Every incident should be logged C Any incident that occurs more than once D Only incidents that are not solved using self-help tools

110 What is NOT a phase in problem management? A Problem identification B Problem classification C Problem control D Error control

117 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

121 What is the definition of an IT asset? A A particular set of settings or options on a given piece of equipment B Any valuable component that can contribute to the delivery of an IT product or service C 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 Any component that needs to be managed in order to deliver an IT service

128 Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google's G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training's students? A Service offering B Service relationship management C Service provision D Service consumption

130 Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best describes your manager's concerns? A Outputs B Risks C Costs D Utility

133 Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager? A Focus on value B Start where you are C Keep it simple and practical D Optimize and automate

135 During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process? A Think and work holistically B Keep it simple and practical C Optimize and automate D Focus on value

138 Which service management dimension is focused on the communication systems and knowledge bases used by employees? A Organizations and people B Information and technology C Partners and suppliers D Value streams and processes

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

142 Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on? A Where do we want to be B How do we get there C Where are we now D Take action

143 You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate? A Standard B Normal C Emergency D Routine

153 What is true about the service desk? A Service desks should always be a physical team in a single fixed location B Service desks should be designed based on your organization, its business processes, and the user requirements C Service desks should always use a virtual service desk to save money D Service desks should always be local to the organization they support

154 What activity is the main channel for communication and collaboration with users? A Service level management B Service desk C Incident management D Service request management

174 Which guiding principle is focused on increasing communication both within the project and outside of it? A Keep it simple and practical B Collaborate and promote visibility C Progress iteratively with feedback D Optimize and automate

178 Which of these are a key focus of the 'value streams and processes' dimension? A Workflow management and inventory systems B Activities that transform inputs into outputs C Roles and responsibilities D Contracts and agreements

183 During which step of the continual improvement model is change management and release management usually performed? A Where do we want to be B Take action C Where are we now D What is the vision

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

187 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

189 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

191 How does 'service request management' contribute to the 'engage' value chain activity? A It ensures that users continue to be productive when they need assistance from the service provider B It collects user-specific requirements, sets expectations, and provides status updates C By initiating standard changes to fulfill service requests D It acquires pre-approved service components to help fulfill service requests

194 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

196 Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements? A Customer feedback B Competitor's metrics C Operational metrics D Business metrics

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

201 What is the definition of an incident? A The addition, modification, or removal of anything that could have a direct or indirect effect on services B An unplanned interruption to a service or reduction in the quality of a service C A cause, or potential cause, of one or more incidents D A problem that has been analyzed but has not been resolved

203 What is the purpose of the 'release management' practice? A Moving new or changed hardware, software, documentation, processes, or any other service component to live environments B Making new and changed services and features available for use C Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes D Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

206 What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events? A Problem management B Monitoring and event management C Service level management D Incident management

208 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

209 Fill in the blank. A service enables _____ co-creation by facilitating outcomes that customers want to achieve. A Utility B Value C Output D Warranty

210 Which describes the assurance that a product or service will meet agreed requirements? A Utility B Warranty C Value D Output

224 Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it? A Standard B Normal C Emergency D All three of these

228 Which practice would include a formalized process for logging unplanned reduction in the quality of a service? A Change management B Incident management C Problem management D Service level management

231 Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as? A Incident B Known error C Problem D Event

235 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

111 If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as? A Incident B Solution C Workaround D Known error

101 Which value chain activity includes portfolio decisions for design and transition? A Engage B Improve C Plan D Deliver and support

106 Your company's external router has just malfunctioned and needs to be replaced. The entire organization's connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated? A Standard B Normal C Emergency D Routine

112 How does 'service request management' contribute to the 'improve' value chain activity? A It ensures that users continue to be productive when they need assistance from the service provider B It collects user-specific requirements, sets expectations, and provides status updates C It analyzes data to identify opportunities to provide new service request options D It acquires pre-approved service components to help fulfill service requests

115 Which is a recommendation of the 'service desk' practice? A Service desks should never use technologies such as SMS and chat functions B Service desks should be highly technical functions C Service desks should have a practical understanding of the business practices across the organization D Service desks should always use a virtual service desk

118 What should be included in every service level agreement? A Detailed metrics to capture availability of the system B Metrics for system response time C Clearly defined service outcomes D Number of emails sent per hour

119 What is the definition of utility? A The assurance that a product or service will meet agreed requirements B A possible event that could cause harm or loss, or make it more difficult to achieve objectives C The functionality offered by a product or service to meet a particular need D A tangible or intangible deliverable that is produced by carrying out an activity

125 Identify the missing word in the following sentence. ________ management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. A Availability B Event C Incident D Problem

126 What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services? A Service level management B Service request management C Continual improvement D Capacity and performance management

141 Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario? A Design and transition B Engage C Obtain/build D Deliver and support

144 What is an emergency change? A A change that doesn't need risk assessment because the procedure has been pre-authorized B A change that needs to be assessed, authorized, and scheduled by a change authority C A change that must be implemented as soon as possible because it is required to resolve an incident or security issue D A change that is assessed, authorized, and scheduled as part of 'continual improvement'

146 You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue? A Problem B Event C Incident D Resolution

147 Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system? A It can provide automated resolution and closure of complex incidents B It can ensure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA) C It can provide automated matching of incidents to problems or known errors D The system can provide specialized knowledge for solving complicated incidents

149 You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as? A Incident B Workaround C Problem D Event

152 What is an example of an action a service request management employee would undertake as part of the 'obtain/build' activity? A Analyzing data to identify opportunities to provide new service request options B Ensuring users continue to be productive when they need assistance from the service provider C Acquiring pre-approved service components to help fulfill service requests D Initiating standard changes to fulfill service requests

157 You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur? A Plan B Improve C Engage D Obtain/build

161 What is the definition of a problem? A The addition, modification, or removal of anything that could have a direct or indirect effect on services B An unplanned interruption to a service or reduction in the quality of a service C A cause, or potential cause, of one or more incidents D An issue that has been analyzed but has not been resolved

164 What is the purpose of the 'service configuration management' practice? A Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner B Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets C Ensuring that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed D Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes

167 Identify the missing word in the following sentence.______ is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful it changes. A IT asset management B Service configuration management C Change control D Service level management

170 What term best describes a service that is 'fit for use'? A Utility B Value C Warranty D Outcome

171 What are guiding principles considered? A Mandatory actions B Prescriptive requirements C Recommendations D Governance

173 A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing? A Optimize and automate B Start where you are C Progress iteratively with feedback D Keep it simple and practical

175 Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way? A Focus on value B Keep it simple and practical C Think and work holistically D Optimize and automate

176 You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'measures of effectiveness'. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario? A Optimize and automate B Progress iteratively with feedback C Keep it simple and practical D Collaborate and promote visibility

177 Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services? A Organizations and people B Information and technology C Partners and suppliers D Value streams and processes

186 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

188 Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario? A Event B Problem C Incident D Request

192 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

198 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

204 What is the purpose of the 'change control' practice? A Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner B Making new and changed services and features available for use C Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes D Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services

215 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 with feedback B Optimize and automate C Keep it simple and practical D Focus on value

217 Dion Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources? A Partners and suppliers B Value streams and processes C Organizations and people D Information and technology

219 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

220 Which statement about the value chain activities is CORRECT? A Practices are considered a value chain activity B Continual improvement is considered a value chain activity C Service value chain activities receive and provide triggers for further actions to be taken D Activities within a service value chain operate independently from each other

223 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

225 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

227 What is the best description of an emergency change? A A change that doesn't need risk assessment because the procedure has been pre-authorized B A change that needs to be assessed, authorized, and scheduled by a change authority C A change that must be implemented as soon as possible because it is required to resolve an incident or security issue D A change that is assessed, authorized, and scheduled as part of 'continual improvement'

233 What does a centralized service desk require? A Walk-in service hours B Robotic process automation C Good workflow systems from routing and escalation D Outsourced employees

234 Which is a recommendation of the 'service desk' practice? A Service desks should never use technologies such as SMS and chat functions B Service desks should be highly technical functions C Service desks should have a practical understanding of the wider business D Service desks should always be a physical team in a single fixed location

236 What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service? A Memorandum of Understanding B Business Partnership Agreement C Service Level Agreement D Interconnection Service Agreement

122 Identify the missing word(s) in the following sentence. A(n) _______ is any component that needs to be managed in order to deliver an IT service. A Outputs B Outputs C Asset D Configuration item

124 What is the purpose of the 'problem management' practice? A Ensuring that services deliver agreed levels of availability or that change can be assessed B Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner C Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible D Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

127 Identify the missing word in the following sentence. Service _______management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. A Capacity B Availability C Request D Level

129 What term best describes the perceived benefits, usefulness, and importance of something? A Utility B Warranty C Outcome D Value

140 Which of the following is NOT an activity within the service value chain? A Plan B Engage C Delivery and Support D Practice

145 Who is responsible for approving a change within the organization? A CEO B IT Director C Service desk analyst D Change authority

155 You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the targets). Just then, another executive asks, "If everything is showing as 'green', why am I hearing other users complain that the service is always unavailable for use?" What might be the reason for this? A Your supervisor's data is based on operational metrics B Your supervisor's data is based on business metrics C Your supervisor's data is based on availability metrics D Your supervisor's data is not based on business outcomes

158 What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity? A Ensuring users continue to be productive when they need assistance from the service provider B Collecting user-specific requirements, setting expectations, and providing status updates C Acquiring pre-approved service components to help fulfill service requests D Initiating standard changes to fulfill service requests

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

160 Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes ______ for service consumption. A Outcomes B Requirements C Outputs D Budget

163 Identify the missing word in the following sentence. The _____ is the practice of capturing demand for incident resolution and service requests. A Incident management B Service level management C Service request management D Service desk

165 What is the purpose of the 'service request management' practice? A Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels B Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets C Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services D Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

172 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? A Optimize and automate B Keep it simple and practical C Collaborate and promote visibility D Start where you are

182 Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing? A What is the vision B Where do we want to be C How do we get there D Where are we now

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

197 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

200 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

202 Identify the missing word(s) in the following sentence. A known error is a(n) _____ that has been analyzed but has not been resolved. A Change B Incident C Event D Problem

207 Identify the missing word(s) in the following sentence.______ is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. A Problem management B Service desk C Service level management D Service request management

211 How often should the guiding principles be changed within your organization? A Monthly B Quarterly C Yearly D Never

213 Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an 'information radiator' in the common areas of your floor of the office. This 'information radiator' contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this 'information radiator'? A Focus on value B Keep it simple and practical C Optimize and automate D Collaborate and promote visibility

216 Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization? A Think and work holistically B Progress iteratively with feedback C Focus on value D Optimize and automate

221 Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer's request for assistance? A Obtain/build B Improve C Design and transition D Deliver and support

222 Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision? A Where do we want to be B Take action C Where are we now D How do we get there

226 A standard change has been initiated to create an email account for a new user. Who should authorize this change? A The user's manager should authorize the change B The change authority must authorize all changes C The user can authorize it themself D Standard changes are already pre-authorized

229 Who can report an incident? A Service desk analyst B End user C System administrator D Anyone

230 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

232 Fill in the blank. Service requests and their fulfillment should be standardized and _______ to the greatest degree possible. A Increased B Reduced C Eliminated D Automated

237 Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using? A Virtual B Centralized C Follow-the-sun D Local

1 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 responsibility 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

11 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

14 Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service? A Start where you are B Focus on value C Optimize and automate D Progress iteratively with feedback

15 A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What guiding principle best describes this scenario? A Progress iteratively with feedback B Optimize and automate C Start where you are D Focus on value

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

26 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

26 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

36 Your company has decided to use work-from-home employees to fulfill its service desk requirements. Users call a central toll-free number and are routed to the next available service desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. A Virtual B Centralized C Follow-the-sun D Local

40 What is the definition of service management? A A set of specialized organizational capabilities for enabling value to customers B The means by which an organization is directed and controlled 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

42 What is the definition of a change? A The addition, modification, or removal of anything that could have a direct or indirect effect on services B An unplanned interruption to a service or reduction in the quality of a service C A cause, or potential cause, of one or more incidents D An issue that has been analyzed but has not been resolved

46 What is defined as the practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services? A Supplier management B Service level management C Capacity and performance management D Monitoring and event management

52 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

55 Which guiding principle is focused on using the minimum number of steps to accomplish an objective? A Keep it simple and practical B Progress iteratively with feedback C Optimize and automate D Collaborate and promote visibility

63 Your company is undergoing an improvement initiative to reduce the number of physical servers in the data center by 50%. You are working as part of the deployment team trying to achieve this goal. You are currently migrating physical servers into virtualized systems and removing the physical servers from the data center. Which step of the continual improvement model are you working on? A Take action B Where are we now C How do we get there D Where do we want to be

72 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

76 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

75 What should be included in every service level agreement? A Partners contractual obligations B Clearly defined service outcomes C Suppliers contractual obligations D Detailed metrics to capture availability of the system

83 What is the purpose of the 'information security management' practice? A Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information B Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way C Ensuring that services deliver agreed levels of availability or that change can be assessed D Systematically observing services and service components and recording and reporting selected changes of state identified as events

89 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

98 Which of these are NOT a key focus of the 'partners and suppliers' dimension? A Workflow management and inventory systems B Roles and responsibilities C Contracts and agreements D Security and compliance

78 How should an organization adopt 'continual improvement' methods? A Use a new method for each improvement that the organization handles B Select a few key methods to suit the types of improvement that the organization handles C Build the capability to use as many improvement methods as possible D Select a single method for all improvements that the organization handles

7 What is defined as the practice of planning and managing the full lifecycle of all IT assets? A Change control B IT asset management C Release management D Deployment management

70 Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won't arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as? A Incident B Workaround C Problem D Event

100 What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services? A Continual improvement B Service value chain C Practices D Guiding principles

12 Your organization is currently designing a new service for implementation. The team designing the service has decided to focus on value during the design efforts. What best describes 'focus on value' in this context? A Mandatory actions B Governance C Governance D Value

17 What refers to the process of improving and increasing the efficiency of a process or service? A Automation B Optimization C Value D Warranty

18 Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of service management is most applicable to this change? A Information and technology B Organizations and people C Partners and suppliers D Value streams and processes

24 What is the step after 'where do we want to be' in the continual improvement model? A What is the vision B How do we get there C Did we get there D Where do we want to be

26 During incident management, what is it called when the incident is passed on to the next higher level of technician? A Promotion B Escalation C Improve D Reduction

30 In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity? A Engage B Improve C Design and transition D Deliver and support

34 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

37 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

39 Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer? A Business Partnership Agreement B Service Level Agreement C Interconnection Service Agreement D Memorandum of Understanding

4 Identify the missing word(s) in the following sentence. An incident is a(n)________ interruption to a service or reduction in the quality of a service. A Planned B Unplanned C Scheduled D Expected

41 Identify the missing word(s) in the following sentence. A user is a person who uses ________. A Products B Services C Functionality D Outputs

44 What is the purpose of the 'IT asset management' practice? A Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way B Planning and managing the full lifecycle of all IT assets C Ensuring that services deliver agreed levels of availability or that change can be assessed D Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

59 What is the end result of the service value system? A Activities B Value C Practices D Demand

60 Which of the following is NOT an activity within the service value chain? A Engage B Guiding principles C Delivery and Support D Obtain/Build

65 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

66 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

67 What should NOT be included in incident management? A A formal process for logging and managing incidents B Detailed procedures on how to diagnose, investigate, and resolve incidents C Techniques for making investigation and diagnosis more efficient D Scripts for the collection of information during initial contact with a user

84 What is the purpose of the 'monitoring and event management' practice? A Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner B Systematically observing services and service components and recording and reporting selected changes of state identified as events C Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible D Ensuring that all an organization's projects are successfully delivered

9 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

92 Which guiding principle is most affected by the customer experience (CX)? A Progress iteratively with feedback B Focus on value C Think and work holistically D Start where you are

95 You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department's needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario? A Focus on value B Collaborate and promote visibility C Start where you are D Keep it simple and practical

96 John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user's inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of 'think and work holistically'? A John should optimize his code to ensure it runs efficiently B John should meet with Sally to determine how the digital product fulfillment will occur C John should wait until Sally's portion is complete before beginning his to ensure they work together properly D John should tell Sally to wait until his portion is done before starting hers to ensure compatibility

57 Which dimension of service management should be considered when deciding whether or not moving the organization's web server from an on-premise solution to the cloud is a good decision in terms of compliance and security? A Organizations and people B Value streams and processes C Information and technology D Partners and suppliers

58 Dion Training Solutions is an Authorized Training Organization for Axelos. Which service management dimension would be focused on the relationship between Dion Training Solutions and Axelos in regards to the company's delivery of ITIL 4 Foundation training to students? A Organizations and people B Information and technology C Partners and suppliers D Value streams and processes

13 Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service? A Collaborate and promote visibility B Think and work holistically C Focus on value D Progress iteratively with feedback

16 Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff? A Keep it simple and practical B Focus on value C Collaborate and promote visibility D Start where you are

19 Dion Training Solutions has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Dion Training website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of service management best represents this series of actions that is occurring through automation? A Organizations and people B Information and technology C Value streams and processes D Partners and suppliers

2 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

21 Which of the following is NOT an activity within the service value chain? A Plan B Obtain/Build C Continual improvement D Engage

22 Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market? A Deliver and support B Obtain/build C Design and transition D Plan

23 During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative? A What is the vision B Where do we want to be C Did we get there D Where are we now

32 What is NOT a phase in problem management? A Problem identification B Performing trend analysis of incident records C Incident analysis D Error control

35 Which is a recommendation of the 'service desk' practice? A Service desks should never use technologies such as SMS and chat functions B Service desks should be highly technical functions C Service desks should have a practical understanding of the users and their needs D Service desks should always be local to the organization they support

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

45 What is the purpose of the 'continual improvement' practice? A Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner B Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible C Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services D Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes

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

5 What is the purpose of the 'deployment management' practice? A Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes B Making new and changed services and features available for use C Moving new or changed hardware, software, documentation, processes, or any other service component to live environments D Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

53 Which guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process? A Optimize and automate B Progress iteratively with feedback C Start where you are D Focus on value

54 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

56 Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of 'optimize and automate', how should you approach the automation of this existing process? A Identify all of the steps in the process and create an automated workflow that will route the form electronically to the authorized signatories B Identify all of the steps in the process and eliminate any unnecessary steps in the process C Identify all the steps in the process, eliminate any unnecessary steps, and then automate the remaining steps in the process D Create a new process first and then automate it

61 Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications? A Improve B Deliver and support C Obtain/build D Design and transition

62 Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual service model would the IT Director create this goal? A What is the vision B How do we get there C Where do we want to be D Where are we now

64 Your company's web server is currently experiencing a denial of service attack which is preventing external users from accessing the company's e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall's access control list. Normally, any changes to the firewall's access control list must be approved through change management first. Which type of change should be initiated by the information security team? A Standard B Normal C Emergency D Critical

69 Each time users attempt to log on to the domain using their username and password, they receive an error that 'the authentication server is not responding'. This is happening to multiple users across the network. How would you categorize this issue? A Incident B Workaround C Problem D Event

74 Your company has three service desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these service desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the service desk, their call is routed to whichever service desk is operating at that time. For example, if it is 1 am in New York City and a user calls the service desk, they are routed to the India service desk because it would only be 11 am in India. What type of service desk model is your company using? A Virtual B Centralized C Follow-the-sun D Local

77 What is an example of an action a service request management employee would undertake as part of the 'engage' 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

8 Identify the missing word in the following sentence. _______management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. A Availability B Event C Incident D Problem

80 Identify the missing word(s) in the following sentence. Utility is the ________offered by a product or service to meet a particular need. A Assurance B Promise C Functionality D Outcome

81 Identify the missing word in the following sentence. _______ is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes. A IT asset management B Service configuration management C Change control D Service level management

82 Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) _______ or other configuration items. A Output B Product C Service D Outcome

86 What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed? A Change control B IT asset management C Service configuration management D Service level management

88 Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price? A An outcome B Value C A service offering D An output

93 Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario? A Focus on value B Collaborate and promote visibility C Start where you are D Keep it simple and practical

97 Which of these are a key focus of the 'organization and people' dimension? A Security and compliance B Activities that transform inputs into outputs C Roles and responsibilities D Contracts and agreements

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

38 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

47 Identify the missing word in the following sentence.______management is the practice of ensuring that all an organization's projects are successfully delivered. A Availability B Event C Incident D Project

79 What is the definition of a service? A The means by which an 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

48 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

50 Fill in the blank. A(n) _____ is a result for a stakeholder enabled by one or more outputs. A Utility B Warranty C Value D Outcome

51 Fill in the blank. A guiding principle is defined as a(n) ______that can guide an organization in all circumstances and will guide organizations when adopting service management. A Mandatory actions B Prescriptive requirements C Governance D Recommendations

6 What is the purpose of the 'service level management' practice? A Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels B Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner C Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services D Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets

68 Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible? A Problem management B Service level management C Change management D Incident management

71 How does 'service request management' contribute to 'design and transition' activity? A By collecting user-specific request requirements B By acquiring pre-approved service components C It analyzes data to identify opportunities to provide new service request options D By initiating standard changes to fulfill service requests

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

10 Fill in the blank. _______ may simultaneously be removed from a service consumer and imposed on a service consumer. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider's servers instead. A Value B Outputs C Outcomes D Costs

25 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 assessed, authorized, and scheduled as part of 'continual improvement'

26 What is usually included as part of 'incident management'? A Authority to implement changes to a system 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

3 What is the definition of a configuration item? A 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 B Any valuable component that can contribute to the delivery of an IT product or service C A particular set of settings or options on a given piece of equipment D Any component that needs to be managed in order to deliver an IT service

31 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

33 How does 'service request management' contribute to the 'obtain/build' value chain activity? A It analyzes data to identify opportunities to provide new service request options B It collects user-specific requirements, sets expectations, and provides status updates C By initiating standard changes to fulfill service requests D It acquires pre-approved service components to help fulfill service requests

85 What is the purpose of the 'incident management' practice? A Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner B Ensuring that services deliver agreed levels of availability or that change can be assessed C Ensuring that all an organization's projects are successfully delivered D Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

87 Identify the missing word in the following sentence. The ______ is the practice of capturing demand for incident resolution and service requests. A Incident management B Service level management C Service request management D Service desk

90 What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives? A Consumer B Service provider C Customer D Organization

91 Which describes the nature of the guiding principles? A A guiding principle is mandatory and must be used when adopting a new service within the 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

94 Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn't understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development? A Focus on value B Collaborate and promote visibility C Optimize and automate D Progress iteratively with feedback

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