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?
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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 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?
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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?
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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?
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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
Which of the following statements about the value chain activities is correct?
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Every practice belongs to a specific value chain activity
A specific combination of value chain activities and practices forms a service relationship
Service value chain activities form a single flow that enables value creation
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which of the following statements about the value chain activities is correct?
SELECT THE CORRECT ANSWER
Every practice belongs to a specific value chain activity
A specific combination of value chain activities and practices forms a service relationship
Service value chain activities form a single flow that enables value creation
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which of the following best describes outcomes?
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Tangible or intangible deliverables
Functionality offered by a product or service
Results for a stakeholder
Configuration of an organization s resources
Which of the following best describes outcomes?
SELECT THE CORRECT ANSWER
Tangible or intangible deliverables
Functionality offered by a product or service
Results for a stakeholder
Configuration of an organization s resources
What is an event?
SELECT THE CORRECT ANSWER
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Any change of state that has significance for the management of a service or other configuration item
Cause of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service
What is an event?
SELECT THE CORRECT ANSWER
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Any change of state that has significance for the management of a service or other configuration item
Cause of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service
What should be included in every service level agreement?
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Details of the system-based metrics
Technical description of the service components
Clearly defined service outcomes
Legal language
What should be included in every service level agreement?
SELECT THE CORRECT ANSWER
Details of the system-based metrics
Technical description of the service components
Clearly defined service outcomes
Legal language
What is the best way to track and manage improvements?
SELECT THE CORRECT ANSWER
Use a structured document called a continual improvement register
Appoint a leader for managing the improvements
Ask everyone to track and manage improvements initiated by them
Don’t track and manage improvements
What is the best way to track and manage improvements?
SELECT THE CORRECT ANSWER
Use a structured document called a continual improvement register
Appoint a leader for managing the improvements
Ask everyone to track and manage improvements initiated by them
Don’t track and manage improvements
Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?
SELECT THE CORRECT ANSWER
Continual improvement
Relationship management
Change control
Service desk
Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?
SELECT THE CORRECT ANSWER
Continual improvement
Relationship management
Change control
Service desk
Which of the following is NOT a key skillset required for service desk agents?
SELECT THE CORRECT ANSWER
Effective communication
Empathy
Customer service skills
Technical skills
Which of the following is NOT a key skillset required for service desk agents?
SELECT THE CORRECT ANSWER
Effective communication
Empathy
Customer service skills
Technical skills
Which of the following is an example of incident?
SELECT THE CORRECT ANSWER
A user wants to reset the password of a server
A user has requested access to a shared repository
A backup server is being rebooted while services are running on the primary server
An application is not available during the business hours
Which of the following is an example of incident?
SELECT THE CORRECT ANSWER
A user wants to reset the password of a server
A user has requested access to a shared repository
A backup server is being rebooted while services are running on the primary server
An application is not available during the business hours
Which of the following can be used to access service desks?
SELECT THE CORRECT ANSWER
Phone calls
Text and social media messaging
All of the above
Which of the following can be used to access service desks?
SELECT THE CORRECT ANSWER
Phone calls
Text and social media messaging
All of the above
What is the purpose of the service desk practice?
SELECT THE CORRECT ANSWER
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests
To set clear business-based targets for service performance
What is the purpose of the service desk practice?
SELECT THE CORRECT ANSWER
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests
To set clear business-based targets for service performance
What are the different types of events?
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Normal, standard, and emergency
Informational, warning, and exception
Normal and standard
Informational, standard, and emergency
What are the different types of events?
SELECT THE CORRECT ANSWER
Normal, standard, and emergency
Informational, warning, and exception
Normal and standard
Informational, standard, and emergency
Which activity captures the demand for incident resolution and service requests?
SELECT THE CORRECT ANSWER
Change control
Problem management
Service desk
Service catalogue management
Which activity captures the demand for incident resolution and service requests?
SELECT THE CORRECT ANSWER
Change control
Problem management
Service desk
Service catalogue management
What are the two types of costs that a service consumer should evaluate?
SELECT THE CORRECT ANSWER
The cost of creating the service and the cost charged for the service
The costs removed by the service and the costs imposed by the service
The cost of provisioning the service and the cost of improving the service
The cost of purchasing software and the cost of purchasing hardware
What are the two types of costs that a service consumer should evaluate?
SELECT THE CORRECT ANSWER
The cost of creating the service and the cost charged for the service
The costs removed by the service and the costs imposed by the service
The cost of provisioning the service and the cost of improving the service
The cost of purchasing software and the cost of purchasing hardware
Which practice is the responsibility of everyone in the organization?
SELECT THE CORRECT ANSWER
Service level management
Change control
Problem management
Continual improvement
Which practice is the responsibility of everyone in the organization?
SELECT THE CORRECT ANSWER
Service level management
Change control
Problem management
Continual improvement
Which ITIL concept describes governance?
SELECT THE CORRECT ANSWER
The seven guiding principles
The four dimensions of service management
The service value chain
The service value system
Which ITIL concept describes governance?
SELECT THE CORRECT ANSWER
The seven guiding principles
The four dimensions of service management
The service value chain
The service value system
Which of the following statements describes the nature of guiding principles?
SELECT THE CORRECT ANSWER
A guiding principle can guide an organization in all circumstances
Each guiding principle mandates specific actions and decisions
An organization will select one of the principles to adopt
Guiding principles describe the processes that all organizations must adopt
Which of the following statements describes the nature of guiding principles?
SELECT THE CORRECT ANSWER
A guiding principle can guide an organization in all circumstances
Each guiding principle mandates specific actions and decisions
An organization will select one of the principles to adopt
Guiding principles describe the processes that all organizations must adopt
Which of the following are problem control activities? 1. Performing trend analysis of incident records 2. Preassessing the status of known errors that have not been resolved 3. Prioritizing problems for analysis based on the risk 4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
SELECT THE CORRECT ANSWER
1 and 2
1 and 3
2 and 3
3 and 4
Which of the following are problem control activities? 1. Performing trend analysis of incident records 2. Preassessing the status of known errors that have not been resolved 3. Prioritizing problems for analysis based on the risk 4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
SELECT THE CORRECT ANSWER
1 and 2
1 and 3
2 and 3
3 and 4
What is the definition of utility?
SELECT THE CORRECT ANSWER
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
What is the definition of utility?
SELECT THE CORRECT ANSWER
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
What is the purpose of problem management?
SELECT THE CORRECT ANSWER
Helps direct the incident to the correct support area
Reduces the likelihood and impact of incidents
Ensures services are restored as soon as possible
Determines how the service provider is perceived
What is the purpose of problem management?
SELECT THE CORRECT ANSWER
Helps direct the incident to the correct support area
Reduces the likelihood and impact of incidents
Ensures services are restored as soon as possible
Determines how the service provider is perceived
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
SELECT THE CORRECT ANSWER
Value
Outcome
Warranty of a service
Service offering
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
SELECT THE CORRECT ANSWER
Value
Outcome
Warranty of a service
Service offering
Service is a means of enabling value co-creation by facilitating ________________.
SELECT THE CORRECT ANSWER
Warranty
Outcomes
Utility
Outputs
Service is a means of enabling value co-creation by facilitating ________________.
SELECT THE CORRECT ANSWER
Warranty
Outcomes
Utility
Outputs
Which value chain activity ensures people understand the organization’s vision?
SELECT THE CORRECT ANSWER
Improve
Plan
Deliver and support
Obtain or build
Which value chain activity ensures people understand the organization’s vision?
SELECT THE CORRECT ANSWER
Improve
Plan
Deliver and support
Obtain or build
What is the key focus of the organizations and people dimension?
SELECT THE CORRECT ANSWER
Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
What is the key focus of the organizations and people dimension?
SELECT THE CORRECT ANSWER
Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
Who defines the requirements for a service?
SELECT THE CORRECT ANSWER
Service provider
Customer
User
Sponsor
Who defines the requirements for a service?
SELECT THE CORRECT ANSWER
Service provider
Customer
User
Sponsor
