ITIL 4 Foundation exam

Lakukan tugas rumah & ujian kamu dengan baik sekarang menggunakan Quizwiz!

How does service request management contribute to design and transition activity

By initiating standard changes to fulfill service requests

What should be included in every service level agreement

Clearly defined service outcomes

How does configuration management support deliver and support of value chain activity

Configuration management documents how assets work together to create a service

Through which of the following activities is governance realized

Evaluate 2, direct, and control

What is an emergency change

I change that must be implemented as soon as possible

What is service management

I said A specialized organizational capabilities for enabling value for customers in the form of services

Which is a recommendation of the continual improvement practice

I should be at least a small team dedicated to leading continuous improvement efforts

What are the types of asset management?

IT asset management and software asset management

For risk management to be effective risks need to be

Identified, assessed, treated

Which practice is responsible for restoring normal service operations as quickly as possible

Incident Management

What are the different types of events

Informational, warning, and exception

When the products and services are deployed or delivered internally by the organization it is called

Insourcing

How does categorization of incidence assist The incident Management practice

It helps direct the incident to the correct support area

Which is a potential benefit of using an IT service management tool to support The incident Management practice

It may provide automated matching of incidence to problems or known errors

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

It requires pre-approved service components to help fulfill service requests

How does incident Management support obtain / build of value chain activity

Jurors incidents that occur in development environments are resolved in a timely and controlled manner

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 is an example of access to resource

Providing a user access to an application

What is the purpose of problem management

Reduces the likelihood and impact of incidence

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 skill set required for service desk agents

Technical skills

What is the definition of warranty

The assurance that a product or service will meet agreed requirements

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

Which two needs should change control balance?

The need to make beneficial changes The need to protect customers and users

How does service desk practice contribute to engage activity of a service value chain

The service desk is the main channel for tactical and operational engagement with users

Which ITIL concept describes governance?

The service of value system

Who among the following submits service requests

The user or their authorized representative

Which guiding principle recommends that the four dimensions of service management are considered

Think and work holistically

What is the purpose of the service desk practice

To capture demand for incident resolution and service requests

What is the primary use of a change schedule

To plan changes and help avoid conflicts

What is the purpose of information security Management

Understanding and managing risks to the confidentiality, integrity, and availability of information

What is the best way to track and manage improvements?

Use a structure document called a continual improvement register.

Which service management dimension is focus on activities

Value streams and processes

which service management dimension is focused on the activities undertaken by an organization and how they are organized

Value streams and processes

When is the ownership of a product transferred to a consumer

When a service provider delivers goods

When is the silos created in the organization's

When there is resistance to change, when access to the information or specialized expertise is difficult

Which of the following are examples where technology can support service management

Workflow management, inventory system, mobile platform.

What is a workaround

a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available

What is the purpose of supplier management

to ensure that the organization suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

How can the risk be reduced by service consumers while requesting service? 1. Actively participating wall specifying the requirements of the service 2. Clearly communicating the critical success factors 3. Identifying the constraints applicable to the service 4. Confirming the cost

1, 2 and 3

Which practices are typically involved and implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control

1 and 4

How should an organization adopt continual improvement methods

Select a few key methods to suit the types of improvement that the organization handles

Which of the following is not an example of service provision

Service actions performed by users

Which activity captures the demand for incident resolution and service requests

Service desk

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

Service desk

Which practice includes the classification and ownership of queries and request from users

Service desk

Which practice provides a single point of contact for users

Service desk

Which is a recommendation of the service desk practice

Service desk should have a practical understanding of The wider business

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

Service level agreement

Which practice identifies metrics that reflect a customer's experience of a service

Service level management

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

Service offering

Which ITIL concept describes practices

Service value system

What is the purpose of service level management

Sets clear business based targets for service performance

Who authorizes the budget for service consumption

Sponsor

What is the definition of change

The edition, modification, or removal of anything that can have a direct or indirect effect on services

What is the definition of utility

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

What is the definition of utility?

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

Which practice has the purpose of making new and change services and features available for use

Release management

Which of the following is not an activity of supplier management

Restore normal operation as quickly as possible

Which of the following best describes outcomes

Results for a stakeholder

What is the key focus of the organizations and people dimension

Roles and responsibilities

A surface is a means of enabling value co-creation by facilitating

Outcomes

identify the missing words in the following sentence. A service is a means of enabling value co-creation by facilitating _______ that customers want to achieve

Outcomes

What is the tangible or intangible deliverable of an activity termed

Output

Which of the following can be used to access service desks

Phone calls, email, text and social media messaging

Which value chain activity insurance people understand the organization's vision

Plan

What is the purpose of IT asset Management

Plan and manage the full lifecycle of all IT assets

Which of the following is not a dimension of service management

Process and function

What is the purpose of problem management?

Reduces the likelihood and impact of incidents

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

3 and 4

Arrange the following steps of software life cycle in correct order 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop 7. Design

5, 7, 6, 2, 4, 3, 1

Which of the following statements describes the nature of guiding principles

A guiding principle can guide and organization in all circumstances

Which of the following is an example of workaround

A server is resorted to resolve an incident.

What is service value chain

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers

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

Which of the following is an example of incident?

An application is not available during the business hours

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

Relationship management

What is an event?

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

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

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 key activity of service continuiti management identifies vital business functions vbf and their dependencies

Business impact analysis

Which practice is the responsibility of everyone in the organization

Continual improvement

What provides organizations with a structured approach to implementing improvements

Continuous improvement model

Who defines the requirements for a service

Customer

Can be defined as the entirety of the interactions a customer has with an organization and its products

Customer experience

Which practice is responsible for moving components to live environments

Deployment management

Which is not usually included as part of incident Management

Detailed procedures for the diagnosis of incidents

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

Determine the service consumer in each situation

Which of the following is true about informational events

Do not require action at the time they're identified

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 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

Which value chain activity ensures the availability of service components?

Obtain/build

Which guiding principle recommends to eliminate anything that is wasteful and use technology wherever possible

Optimize and automate

What do service providers help their consumers to achieve

Outcome


Set pelajaran terkait

APUSH Unit 1-5 Progress Check: MCQ

View Set

CH.23: General Surgery (The Abdomen)

View Set

Common Homographs, Homonyms, and Homophones

View Set

Financial Management of the Firm Chapter 8

View Set

Abeka Grade 9 World Geography Quiz 17

View Set

Chapter 40: Assessment of Endocrine Function

View Set