ITIL 4 Foundation Mock Exam 1 Flashcards
Which of the following is an example of workaround?
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Server memory is increased when the server is unresponsive
A defective network switch is replaced with a new one
A server is restarted to resolve an incident
An email server is restored after an incident is reported
Which of the following is an example of workaround?
SELECT THE CORRECT ANSWER
Server memory is increased when the server is unresponsive
A defective network switch is replaced with a new one
A server is restarted to resolve an incident
An email server is restored after an incident is reported
Which value chain activity ensures the availability of service components?
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Improve
Engage
Obtain/build
Deliver and support
Which value chain activity ensures the availability of service components?
SELECT THE CORRECT ANSWER
Improve
Engage
Obtain/build
Deliver and support
What are the types of asset management?
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IT asset management and software asset management
IT asset management and technical management
Operational management and IT asset management
Operational and technical management
What are the types of asset management?
SELECT THE CORRECT ANSWER
IT asset management and software asset management
IT asset management and technical management
Operational management and IT asset management
Operational and technical management
What is the first step of the guiding principle focus on value?
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Identify the outcomes that the service facilitates
Identify all supplier and partners that are involved in the service
Determine the service consumer in each situation
Determine the cost of the providing the service
What is the first step of the guiding principle focus on value?
SELECT THE CORRECT ANSWER
Identify the outcomes that the service facilitates
Identify all supplier and partners that are involved in the service
Determine the service consumer in each situation
Determine the cost of the providing the service
How does the principle think and work holistically help organizations when implementing ITIL?
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Conducting a review of the existing service management practices and deciding what to keep and what to discard
Reviewing how an improvement initiative can be organized into smaller and manageable sections that can be completed in a timely manner
Reviewing service management practices and removing any unnecessary complexity
Establishing an understanding of how all the parts of an organization work together in an integrated way
How does the principle think and work holistically help organizations when implementing ITIL?
SELECT THE CORRECT ANSWER
Conducting a review of the existing service management practices and deciding what to keep and what to discard
Reviewing how an improvement initiative can be organized into smaller and manageable sections that can be completed in a timely manner
Reviewing service management practices and removing any unnecessary complexity
Establishing an understanding of how all the parts of an organization work together in an integrated way
Which is a key consideration for the guiding principle keep it simple and practical?
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Try to create a solution for every exception
Always use the minimum number of steps to accomplish an objective
Ignore conflicting objectives of different stakeholders
Start with a complex solution and then simplify
Which is a key consideration for the guiding principle keep it simple and practical?
SELECT THE CORRECT ANSWER
Try to create a solution for every exception
Always use the minimum number of steps to accomplish an objective
Ignore conflicting objectives of different stakeholders
Start with a complex solution and then simplify
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
What is a disaster?
SELECT THE CORRECT ANSWER
Sudden unplanned event that causes great damage or serious loss to an organization
Unplanned interruption to IT service
Any change of state that has significance for the management of a service or other configuration item (CI)
The addition, modification, or removal of anything that could have a direct or indirect effect on services
What is a disaster?
SELECT THE CORRECT ANSWER
Sudden unplanned event that causes great damage or serious loss to an organization
Unplanned interruption to IT service
Any change of state that has significance for the management of a service or other configuration item (CI)
The addition, modification, or removal of anything that could have a direct or indirect effect on services
New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?
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Phased deployment
Continuous delivery
Big bang deployment
Pull deployment
New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?
SELECT THE CORRECT ANSWER
Phased deployment
Continuous delivery
Big bang deployment
Pull deployment
Which two needs should change control balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users
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1 and 2
2 and 3
3 and 4
1 and 4
Which two needs should change control balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users
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1 and 2
2 and 3
3 and 4
1 and 4
Which service management dimension is focused on activities?
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Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which service management dimension is focused on activities?
SELECT THE CORRECT ANSWER
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
How does service request management contribute to obtain/build value chain activity?
SELECT THE CORRECT ANSWER
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires preapproved service components to help fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates
How does service request management contribute to obtain/build value chain activity?
SELECT THE CORRECT ANSWER
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires preapproved service components to help fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates
Which of the following is a standard change?
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Resolving an incident or implementing a security patch
Moving a desktop for a single user
Increasing the memory of a server to avoid an incident
Uninstalling a new patch that has caused a high-priority incident
Which of the following is a standard change?
SELECT THE CORRECT ANSWER
Resolving an incident or implementing a security patch
Moving a desktop for a single user
Increasing the memory of a server to avoid an incident
Uninstalling a new patch that has caused a high-priority incident
Which value chain activity includes presenting workarounds to users via a service portal?
SELECT THE CORRECT ANSWER
Plan
Improve
Engage
Obtain or build
Which value chain activity includes presenting workarounds to users via a service portal?
SELECT THE CORRECT ANSWER
Plan
Improve
Engage
Obtain or build
Which key activity of service continuity management identifies vital business functions (VBF) and their dependencies?
SELECT THE CORRECT ANSWER
Disaster recovery plan
Recovery point objective
Recovery time objective
Business impact analysis
Which key activity of service continuity management identifies vital business functions (VBF) and their dependencies?
SELECT THE CORRECT ANSWER
Disaster recovery plan
Recovery point objective
Recovery time objective
Business impact analysis
What of the following is an agreement between a service provider and a customer that identifies both services required and the expected level of service?
SELECT THE CORRECT ANSWER
Contractual agreement
Business agreement
Service level agreement
Service customer agreement
What of the following is an agreement between a service provider and a customer that identifies both services required and the expected level of service?
SELECT THE CORRECT ANSWER
Contractual agreement
Business agreement
Service level agreement
Service customer agreement