Axelos ITIL 4
A good IT asset management practice can support better decision making. True or false? A. True B. False
A
Automation can maximize the value of the work carried out by employees by allowing them to focus on tasks and work that require human intervention. True or false? A. True B. False
A
Communication, collaboration, and visibility are critical if we want buy-in by stakeholders regarding our products, services, and initiatives. True or false? A. True B. False
A
From the Service Management perspective and the guiding principle of Think and Work Holistically, no service, practice, process, department, or supplier truly stands alone. True or false? A. True B. False
A
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
A
Most organizations will act as a provider and a customer for many different products and services. True or false? A) True B) False
A
Place the items from the Continual Improvement model in the correct order. 1. Take action 2. Did we get there? 3. Where do we want to be? 4. Where are we now? 5. What is the vision? 6. How do we keep the momentum going? 7. How do we get there? A) 5, 4, 3, 7, 1, 2, 6 B) 1, 2, 3, 4, 5, 6, 7 C) 7, 6, 5, 4, 3, 2, 1 D) 2, 3, 1, 7, 6, 5, 4
A
Proper Architecture Management can provide an understanding of the different elements in an organization and how they interrelate. A. True B. False
A
Term for the desired result: A) Outcome B) KPI C) Dashboard D) CSF (Critical Success Factor)
A
The purpose of release management is to make new and changed services and features available for use. True or false? A. True B. False
A
The purpose of the service desk practice is to capture demand for incident resolution and service requests. True or false? A. True B. False
A
What is a change schedule NOT used for? A) Developing features B) Planning changes C) Avoiding conflicts D) Assigning resources
A
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.
A
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
A
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
A
Which describes outputs? A) Tangible or intangible deliverables B) Functionality offered by a product or service C) Results for a stakeholder D) Configuration of an organization's resources
A
Which guiding principle advises us to eliminate a process, service, action, or metric if it fails? A. Keep it simple and practical B. Start where you are C. Collaborate and promote visibility D. Know your customer
A
Which of the following is a known error? A. A problem that's been analyzed but hasn't been resolved B. An incident that's been analyzed but hasn't been resolved C. A potential problem that hasn't been recorded D. A cause, or potential cause, of one or more problems
A
Which of the following is the primary concern regarding the Relationship Management practice? A. Establish and nurture relationships between the organization and its stakeholders B. Establish and nurture relationships between the organization departments C. Establish and nurture relationships between the executive-level management and middle management D. Establish and nurture relationships between the service desk and suppliers
A
Which of the following is the written agreement between a provider and customer regarding service performance? A. SLA B. MofU C. Metric D. Service Level
A
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
A
Which practice is focused on ensuring that services are delivered with an agreed-upon and expected level of performance? A. Capacity and performance management B. Supplier management C. Availability management D. Relationship management
A
When using a supplier, which of the following are factors that may influence our decision? (Choose all that apply) a. Corporate culture b. Cost concerns c. Subject matter expertise d. Demand patterns e. Strategic focus A) ab B) bcd C) All of the above D) acde
ABCDE
Which of the following are external factors that may impact service management? (Choose all that apply) A) Political B) Legal C) Economic D) Technological E) Environmental F) Social
ABCDEF
Regarding information and technology, which questions are important to ask? (Choose three) A)How will the information and knowledge assets be protected, managed, archived, and disposed of? B) What information is being managed? C) Is this the latest and greatest technology? D) What supporting information and knowledge are needed to deliver and manage the services?
ABD
When determining how valuable a service or product is, which factors should a customer consider? (Choose three) A) Are costs being removed? B) Are my outcomes supported? C) What features are provided? D) Are risks being removed? E) What volume of product is available?
ABD
_____ management ensures that services deliver agreed-upon levels of availability that meet the needs of customers and users.
Availability
All risk must be either accepted or avoided. True or false? A. True B. False
B
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
B
Business analysis is primarily focused on reducing costs. True or false? A. True B. False
B
Each service management practice is equal in importance. True or false? A. True B. False
B
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
B
Governance is realized through which high-level activities? (Choose three) 1. Direct 2. Incorporate 3. Feedback 4. Evaluate 5. Elevate 6. Monitor A) 1, 2, 3 B) 1, 5, 6 C) 2, 4, 5 D) 3, 4, 6
B
How does 'service level management' contribute to the 'plan' value chain activity? A) Uses feedback from users about the service and requirements from customers to make the service better B) Provides information about the actual service performance and trends C) Collects and processes feedback from customers and users D) Collects feedback during interactions and communicates service performance objectives to the operations and support teams
B
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
B
Term for performance metric: A) Outcome B) KPI C) Dashboard D) CSF (Critical Success Factor)
B
The Strategy Management practice has the highest impact to which of the Service Value Chain activities? A. Design and Transition B. Plan C. Deliver and Support D. Obtain/Build
B
The correct authority and management structure alone are enough for an organization to succeed. True or false? A) True B) False
B
The primary goal of the Portfolio Management practice is to ensure that employees are excited and prepared for new initiatives. True or false? A) True B) False
B
The primary purpose of the Knowledge Management practice is to protect the data that's needed by the company to perform its objectives. True or false? A. True B. False
B
The purpose of the monitoring and event management practice is to prevent configuration items (CIs) from failing. True or false? A. True B. False
B
To better understand a process, you can always just trust the reports that are made regarding it. True or false? A. True B. False
B
What is NOT a phase in problem management? A) Problem identification B) Problem classification C) Problem control D) Error control
B
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
B
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
B
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
B
Which Service Management practice focuses on having the right people with the appropriate skills? A. HR Management B. Workforce and Talent Management C. Talent and Workforce management D. Skill Building Management
B
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
B
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
B
Which of the following is the primary purpose of the Information Security Management practice? A. Implement VPNs for confidentiality B. Protect the data needed by the organization to conduct its business C. Make sure data is openly available to everyone D. Verify data isn't changed once it's in a database
B
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
B
Which type of change does NOT need unique authorization before being implemented? A. Emergency B. Standard C. Normal D. Abnormal
B
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
B
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
B
The purpose of the Organizational Change Management practice is to ensure changes have lasting benefits by managing the _____ aspects of the changes.
human
The purpose of incident management is to _____ the negative impact of incidents by restoring normal service operation as quickly as possible.
minimize
Value is the ________________ benefits, usefulness and importance of something. (Fill in the blank)
perceived
A necessary precondition for the achievement of an intended result: A) Outcome B) KPI C) Dashboard D) CSF (Critical Success Factor)
D
Although there may be small dedicated teams for continual improvement, who's responsible for continual improvement? A. Senior and mid-level management only B. Employees and developers only C. C-level management only (CEO, CIO, etc) D. Everyone
D
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
D
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
D
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
D
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
D
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
D
When focusing on delivering value to a customer, which questions would be useful to ask? (Choose all that apply) 1. What outcomes is the customer looking for? 2. Is the customer reducing risk or cost or both by using our services? 3. Why does the customer use the service? 4. What do the services help the customer do? 5. How does the service help the customer achieve their goals? A) 1, 2 B) 2, 3, 4 C) 1, 3, 4, 5 D) All of the above
D
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
D
Which dimension focuses on a set of activities that transforms inputs to outputs? A) Organizations and People B) Information and Technology C) Partners and Suppliers D) Value Streams and Processes
D
Which of the following does NOT represent a primary activity in the Service Financial Management practice? A. Budgeting B. Charging C. Accounting D. Relationship Management E. Costing
D
Which of the following is NOT a mentioned management practice category? A. Service Management Practices B. General Management Practices C. Technical Management Practices D. Special Management Practices
D
Which of the following is NOT one of the seven Service Management Guiding Principles? 1. Progress Iteratively with Feedback 2. Start Where You Are 3. Keep it Simple and Practical 4. Optimize and Automate 5. Collaborate and Promote Visibility 6. Focus on Value 7. Keep Costs Within Reason 8. Think and Work Holistically A) 2 B) 3 C) 1 D) 7
D
Which of the four dimensions, if not addressed, may result in services becoming undeliverable or not meeting expectations of quality or efficiency? 1) Organizations and People 2) Information and Technology 3) Partners and Suppliers 4) Value Streams and Processes A) 1,2 B) 1, 2, 3 C) 3 D) 1, 2, 3, 4
D
Within the Service Value System (SVS), which of the following are included? (Choose five) 1. Guiding Principles 2. Environmental Impact Analysis 3. Governance 4. Service Value Chain 5. Continual Improvement 6. Practices A) 1, 2, 3, 5, 6 B) 1, 3, 4, 5, 6 C) 2, 3, 4, 5, 6 D) 1, 3, 4, 5, 6
D
A configuration of an organization's resources designed to offer value is ___________.
Product
A formal description of one or more services is ____________.
Service offering
A means of enabling value co-creation is _______________.
Services
Which Service Management guiding principle helps an organization comprehend the whole but to do something today? (Choose the best answer) A. Focus on Large Projects B. Start Where You Left Off C. Progress Iteratively with Feedback D. Focus on Value
C
Which database category is often used as part of a configuration management system? A. CMS B. CI C. CMDB D. Asset
C
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
C
Which of the following are associated with utility but NOT warranty? (Choose three) 1) What is the purpose? 2) What it does? 3) Will it work as promised? 4) What are the features? 5) Can it be used once purchased? A) 1, 2, 3 B) 2, 3, 4 C) 1, 2, 4 D) 3, 4, 5
C
Which of the following are formal activities of the Service Management Service Value Chain? (Choose six) 1. Engage 2. Design and transition 3. Reduce cost 4. Obtain/build 5. Faster work 6. Improve production 7. Plan 8. Deliver and support 9. Improve A) 2, 3, 4, 5, 6, 7 B) 1, 2, 3, 4, 5, 6 C) 1, 2, 4, 7, 8, 9 D) 3, 4, 5, 6, 7, 8
C
Which of the following is NOT a Service Management guiding principle from the Service Value System? 1. Think and Work Holistically 2. Focus on Value 3. Start Where You Are 4. Collaborate and Promote Visibility 5. Progress Iteratively with Feedback 6. Optimize and Automate 7. Keep it Simple and Practical 8. Keep Costs Low A) 2 B) 3 C) 8 D) 4
C
Which of the following is the main purpose of the Supplier Management practice? (Choose the best answer) A. To lower risks overall B. To lower costs overall C. To keep the services coming in a way that doesn't negatively impact our business D. To outsource activities that aren't cost effective to do in house
C
Which of the following is the primary goal of the Project Management practice? A. Under-budget projects B. Fast projects C. Successfully deliver projects D. Inexpensive projects
C
Which of the following is the primary goal of the service request management practice? A. Fast problem handling B. Thorough incident handling C. Effective service request handling D. Low-cost service request handling
C
Which of the following would NOT be a key focus in the Information and Technology dimension? A) Workflow Management Systems B) Knowledge Bases C) Management Structure D) Artificial Intelligence Options E) Cloud Solutions
C
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
C
Which value chain activity includes portfolio decisions for design and transition? A) Engage B) Improve C) Plan D) Deliver and support
C
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
C
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
C
Which ITIL concept describes the service value chain? A) Seven guiding principles B) Four dimensions of service management C) Service value system D) Practices
C
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
C
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
C
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
C
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 enablement D) Service level management
C
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
C
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
C
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
C
Method to deliver results to the correct individuals: A) Outcome B) KPI C) Dashboard D) CSF (Critical Success Factor)
C
Put the following in order of largest to smallest, regarding product or service delivery. 1) Procedure 2) Process 3) Service Value Chain 4) Value Stream A) 4, 3, 1, 2 B) 3, 1, 2, 4 C) 3, 4, 2, 1 D) 1, 2, 3, 4
C
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 enablement B) IT asset management C) Service configuration management D) Service level management
C
