Itil 4 Foundation examenvragen

Question 1

What does ITIL stand for?

Answer 1

Information Technology Infrastructure Library

Question 2

What is the primary purpose of ITIL 4?

Answer 2

To provide a flexible framework for managing IT services.

Question 3

True or False: ITIL 4 is solely focused on IT service management.

Answer 3

False

Question 4

What are the four dimensions of service management in ITIL 4?

Answer 4

Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes.

Question 5

Fill in the blank: ITIL 4 emphasizes a _______ approach to service management.

Answer 5

co-creation of value

Question 6

What are the guiding principles of ITIL 4?

Answer 6

Focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, optimize and automate.

Question 7

Which ITIL 4 component includes practices for managing incidents?

Answer 7

Service Management Practices

Question 8

What is the main difference between ITIL v3 and ITIL 4?

Answer 8

ITIL 4 introduces a more flexible and integrated approach, focusing on co-creation of value.

Question 9

True or False: ITIL 4 is only applicable to large organizations.

Answer 9

False

Question 10

What is a Service Value System (SVS) in ITIL 4?

Answer 10

A model that describes how all components and activities of an organization work together to facilitate value creation.

Question 11

What role do practices play in ITIL 4?

Answer 11

Practices are a set of organizational resources designed for performing work or accomplishing an objective.

Question 12

What is the purpose of the ‘Focus on Value’ principle?

Answer 12

To ensure that all activities and services are aligned with the needs of stakeholders.

Question 13

Fill in the blank: The _______ practice is responsible for managing changes to IT services.

Answer 13

Change Control

Question 14

What is the significance of ‘Start Where You Are’ in ITIL 4?

Answer 14

It encourages organizations to assess their current state before making changes.

Question 15

Which practice is concerned with restoring normal service operation as quickly as possible?

Answer 15

Incident Management

Question 16

True or False: ITIL 4 includes practices for continual improvement.

Answer 16

True

Question 17

What does the ‘Optimize and Automate’ principle encourage?

Answer 17

To streamline processes and reduce manual effort where possible.

Question 18

What is the relationship between service management and business outcomes in ITIL 4?

Answer 18

Effective service management directly contributes to achieving positive business outcomes.

Question 19

Fill in the blank: The _______ practice ensures that services meet stakeholder expectations.

Answer 19

Service Level Management

Question 20

What is the goal of the ‘Collaborate and Promote Visibility’ principle?

Answer 20

To enhance teamwork and transparency across all levels of the organization.

Question 21

What does the term ‘Value Stream’ refer to in ITIL 4?

Answer 21

A series of steps that an organization uses to create and deliver products and services.

Question 22

True or False: ITIL 4 recommends a one-size-fits-all approach to service management.

Answer 22

False

Question 23

What is the purpose of the ‘Think and Work Holistically’ principle?

Answer 23

To consider the entire service system and all components when making decisions.

Question 24

Which practice involves the management of service assets and configurations?

Answer 24

Service Asset and Configuration Management

Question 25

What is the primary focus of the 'Continual Improvement' practice?

Answer 25

To identify and implement improvements to services and processes.

Question 26

Fill in the blank: The _______ practice is aimed at managing relationships with external suppliers.

Answer 26

Supplier Management

Question 27

What does ITIL 4 suggest about the role of technology in service management?

Answer 27

Technology should support and enhance service delivery, not dictate it.

Question 28

What is the 'Service Value Chain'?

Answer 28

A model that outlines the key activities required to respond to demand and facilitate value creation.

Question 29

True or False: ITIL 4 is only relevant for IT departments.

Answer 29

False

Question 30

Fill in the blank: The _______ practice focuses on managing the lifecycle of all IT services.

Answer 30

Service Management

Question 31

What is the importance of the 'Keep It Simple and Practical' principle?

Answer 31

To avoid unnecessary complexity and focus on delivering real value.

Question 32

What does the 'Feedback' aspect of 'Progress Iteratively' emphasize?

Answer 32

The importance of learning from each iteration to improve future outcomes.

Question 33

Which practice is responsible for ensuring the reliability of IT services?

Answer 33

Availability Management

Question 34

Fill in the blank: The _______ practice is responsible for managing risks that could impact services.

Answer 34

Risk Management

Question 35

What is the intent of the 'Service Continuity Management' practice?

Answer 35

To ensure that services can continue during and after a disaster.

Question 36

True or False: ITIL 4 encourages siloed approaches to service management.

Answer 36

False

Question 37

What does the term 'Service Request' mean in ITIL 4?

Answer 37

A formal request from a user for something to be provided, such as access to a service.

Question 38

Which practice focuses on managing changes in a controlled way?

Answer 38

Change Control

Question 39

What is the purpose of the 'Incident Management' practice?

Answer 39

To restore normal service operation as quickly as possible and minimize impact.

Question 40

Fill in the blank: The _______ practice is about managing the lifecycle of all IT assets.

Answer 40

Asset Management

Question 41

What does ITIL 4 say about the role of stakeholders?

Answer 41

Stakeholders should be actively engaged in the service management process.

Question 42

True or False: ITIL 4 promotes a reactive approach to service management.

Answer 42

False

Question 43

What is the purpose of the 'Problem Management' practice?

Answer 43

To manage the lifecycle of all problems and prevent incidents from occurring.

Question 44

Fill in the blank: The _______ practice is concerned with managing service performance and ensuring it meets requirements.

Answer 44

Performance Management

Question 45

What does the 'Value Co-creation' concept emphasize?

Answer 45

The collaboration between service providers and consumers to create value.

Question 46

Which practice is responsible for managing the transition of services into operation?

Answer 46

Transition Planning and Support

Question 47

What is the role of 'Knowledge Management' in ITIL 4?

Answer 47

To ensure that the right information is available to the right people at the right time.

Question 48

Fill in the blank: The _______ practice is about ensuring that IT services are available when needed.

Answer 48

Availability Management

Question 49

True or False: ITIL 4 recognizes the importance of employee engagement.

Answer 49

True

Question 50

What is the significance of the 'Service Improvement Plan'?

Answer 50

It outlines actions to improve services based on assessments and feedback.

Question 51

What does ITIL 4 recommend regarding process documentation?

Answer 51

Documentation should be kept up-to-date and relevant to support service management.

Question 52

Fill in the blank: The _______ practice aims to create a shared understanding of service performance.

Answer 52

Reporting Management

Question 53

What is the main focus of the 'Service Design' phase in ITIL 4?

Answer 53

To design new or changed services to meet business requirements.

Question 54

True or False: ITIL 4 promotes the use of metrics to measure service performance.

Answer 54

True

Question 55

What is the role of 'Access Management' in ITIL 4?

Answer 55

To grant users the right to use a service while preventing unauthorized access.

Question 56

What does the 'Service Catalog Management' practice ensure?

Answer 56

That all services are documented and available to stakeholders.

Question 57

What is the purpose of the 'Service Transition' phase in ITIL 4?

Answer 57

To ensure that new or changed services are delivered into operation smoothly.

Question 58

True or False: ITIL 4 encourages a proactive approach to identifying and managing risks.

Answer 58

True

Question 59

What does 'Service Performance Management' focus on?

Answer 59

Ensuring that services meet agreed-upon service levels.

Question 60

Fill in the blank: The _______ practice is about managing the lifecycle of service requests.

Answer 60

Service Request Management

Question 61

What is the main goal of the 'Change Control' practice?

Answer 61

To ensure that changes are made with minimal disruption to services.

Question 62

True or False: ITIL 4 recommends that all changes should be implemented immediately.

Answer 62

False

Question 63

What is the purpose of the 'Service Level Agreements' in ITIL 4?

Answer 63

To define the expected service levels between providers and consumers.

Question 64

Fill in the blank: The _______ practice focuses on the delivery of IT services to users.

Answer 64

Service Desk

Question 65

What does ITIL 4 say about the importance of customer feedback?

Answer 65

Customer feedback is essential for improving services and ensuring they meet needs.

Question 66

What is the aim of the 'Problem Control' process?

Answer 66

To manage the lifecycle of all problems and prevent incidents from occurring.

Question 67

True or False: ITIL 4 suggests that each organization should develop its own approach to service management.

Answer 67

True

Question 68

What is the significance of 'Continual Service Improvement'?

Answer 68

It ensures that services are continuously assessed and improved over time.

Question 69

Fill in the blank: The _______ practice helps organizations understand their service needs and requirements.

Answer 69

Demand Management

Question 70

What does the 'Knowledge Management' practice aim to do?

Answer 70

To share knowledge across the organization to improve decision-making.

Question 71

True or False: ITIL 4 is a static framework that does not evolve.

Answer 71

False

Question 72

What is the role of 'Service Portfolio Management'?

Answer 72

To manage the services that are available to customers and ensure they align with business objectives.

Question 73

What does ITIL 4 emphasize about the role of leadership in service management?

Answer 73

Leadership is crucial for fostering a culture of service management and continuous improvement.

Question 74

Fill in the blank: The _______ practice supports the planning and coordination of service management activities.

Answer 74

Service Management Planning