ITIL 4 Foundation exam
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
