ITIL 4 Foundation Mock Exam 2 Flashcards
Which of the following is an example of access to resource?
SELECT THE CORRECT ANSWER
Installing a new application on the server
Providing a user access to an application
Rebooting the server
Assigning an asset to employee
Which of the following is an example of access to resource?
SELECT THE CORRECT ANSWER
Installing a new application on the server
Providing a user access to an application
Rebooting the server
Assigning an asset to employee
How does configuration management support deliver and support of value chain activity?
SELECT THE CORRECT ANSWER
Configuration information is used to support activities of the incident management and problem management practices
Configuration management documents how assets work together to create a service
Configuration records are used to create the code or artefact that is being built
Configuration information is used by consumers
How does configuration management support deliver and support of value chain activity?
SELECT THE CORRECT ANSWER
Configuration information is used to support activities of the incident management and problem management practices
Configuration management documents how assets work together to create a service
Configuration records are used to create the code or artefact that is being built
Configuration information is used by consumers
How should an organization adopt continual improvement methods?
SELECT THE CORRECT ANSWER
Use a new method for each improvement that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles
How should an organization adopt continual improvement methods?
SELECT THE CORRECT ANSWER
Use a new method for each improvement that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles
Which practice has the purpose of making new and changed services and features available for use?
SELECT THE CORRECT ANSWER
Change control
Service request management
Release management
Deployment management
Which practice has the purpose of making new and changed services and features available for use?
SELECT THE CORRECT ANSWER
Change control
Service request management
Release management
Deployment management
How can the risk be reduced by service consumers while requesting service? 1. Actively participating while 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
SELECT THE CORRECT ANSWER
1, 2, and 4
1, 3, and 4
2, 3 and 4
1, 2 and 3
How can the risk be reduced by service consumers while requesting service? 1. Actively participating while 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
SELECT THE CORRECT ANSWER
1, 2, and 4
1, 3, and 4
2, 3 and 4
1, 2 and 3
What is the definition of change?
SELECT THE CORRECT ANSWER
Any change of state that has significance for the management of a configuration item or IT service
Any component that needs to be managed to deliver an IT service
Any valuable component that can contribute to delivery of an IT product or service
The addition, modification, or removal of anything that can have a direct or indirect effect on services
What is the definition of change?
SELECT THE CORRECT ANSWER
Any change of state that has significance for the management of a configuration item or IT service
Any component that needs to be managed to deliver an IT service
Any valuable component that can contribute to delivery of an IT product or service
The addition, modification, or removal of anything that can have a direct or indirect effect on services
What is the purpose of IT asset management?
SELECT THE CORRECT ANSWER
Plan and manage the full lifecycle of all IT assets
Move new or changed hardware, software, documentation, processes, or any other component to live environments
Ensure that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed
Restore normal operation as quickly as possible
What is the purpose of IT asset management?
SELECT THE CORRECT ANSWER
Plan and manage the full lifecycle of all IT assets
Move new or changed hardware, software, documentation, processes, or any other component to live environments
Ensure that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed
Restore normal operation as quickly as possible
Which of the following are examples where technology can support service management?
SELECT THE CORRECT ANSWER
Workflow management
Inventory system
Mobile platform
All of the above
Which of the following are examples where technology can support service management?
SELECT THE CORRECT ANSWER
Workflow management
Inventory system
Mobile platform
All of the above
Which is NOT usually included as part of incident management?
SELECT THE CORRECT ANSWER
Scripts for collecting initial information about incidents
Formalized processes for logging incidents
Detailed procedures for the diagnosis of incidents
Specialized knowledge for complicated incidents
Which is NOT usually included as part of incident management?
SELECT THE CORRECT ANSWER
Scripts for collecting initial information about incidents
Formalized processes for logging incidents
Detailed procedures for the diagnosis of incidents
Specialized knowledge for complicated incidents
Who authorizes the budget for service consumption?
SELECT THE CORRECT ANSWER
Customer
User
Sponsor
Service provider
Who authorizes the budget for service consumption?
SELECT THE CORRECT ANSWER
Customer
User
Sponsor
Service provider
Which of the following is NOT an example of service provision?
SELECT THE CORRECT ANSWER
Access to the resources for users
Fulfillment of the agreed service actions
Service actions performed by users
Supplying of goods
Which of the following is NOT an example of service provision?
SELECT THE CORRECT ANSWER
Access to the resources for users
Fulfillment of the agreed service actions
Service actions performed by users
Supplying of goods
What is service management?
SELECT THE CORRECT ANSWER
The addition, modification, or removal of anything that can have a direct or indirect effect on services
A set of specialized organizational capabilities for enabling value for customers in the form of services
An unplanned interruption to a service or reduction in the quality of a service
Any change of state that has significance for the management of a service or other configuration item (CI)
What is service management?
SELECT THE CORRECT ANSWER
The addition, modification, or removal of anything that can have a direct or indirect effect on services
A set of specialized organizational capabilities for enabling value for customers in the form of services
An unplanned interruption to a service or reduction in the quality of a service
Any change of state that has significance for the management of a service or other configuration item (CI)
Which practice is responsible for restoring normal service operation as quickly as possible?
SELECT THE CORRECT ANSWER
Change control
IT asset management
Incident management
Release management
Which practice is responsible for restoring normal service operation as quickly as possible?
SELECT THE CORRECT ANSWER
Change control
IT asset management
Incident management
Release management
What is the definition of warranty?
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 difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
What is the definition of warranty?
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 difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
How does service desk practice contribute to engage activity of a service value chain?
SELECT THE CORRECT ANSWER
The service desk is a channel for communicating with users about new and changed services
The service desk is the main channel for tactical and operational engagement with users
Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation
The service desk is involved in acquiring service components used to fulfill service requests and resolving incidents
How does service desk practice contribute to engage activity of a service value chain?
SELECT THE CORRECT ANSWER
The service desk is a channel for communicating with users about new and changed services
The service desk is the main channel for tactical and operational engagement with users
Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation
The service desk is involved in acquiring service components used to fulfill service requests and resolving incidents
What is service value chain?
SELECT THE CORRECT ANSWER
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers
The means by which an organization is directed and controlled
Recommendations that can guide an organization in all circumstances
Sets of organizational resources designed for performing work or accomplishing an objective
What is service value chain?
SELECT THE CORRECT ANSWER
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers
The means by which an organization is directed and controlled
Recommendations that can guide an organization in all circumstances
Sets of organizational resources designed for performing work or accomplishing an objective
Which of the following is NOT a dimension of service management?
SELECT THE CORRECT ANSWER
Organizations and people
Information and technology
Process and function
Partners and suppliers
Which of the following is NOT a dimension of service management?
SELECT THE CORRECT ANSWER
Organizations and people
Information and technology
Process and function
Partners and suppliers
__________can be defined as the entirety of the interactions a customer has with an organization and its products.
SELECT THE CORRECT ANSWER
Service level management
Customer management
Customer relationship
Customer experience
__________can be defined as the entirety of the interactions a customer has with an organization and its products.
SELECT THE CORRECT ANSWER
Service level management
Customer management
Customer relationship
Customer experience
Which is a recommendation of the service desk practice?
SELECT THE CORRECT ANSWER
Service desks should never use technologies such as SMS and chat functions
Service desks should be highly technical functions
Service desks should have a practical understanding of the wider business
Service desks should always be a physical team in a single fixed location
Which is a recommendation of the service desk practice?
SELECT THE CORRECT ANSWER
Service desks should never use technologies such as SMS and chat functions
Service desks should be highly technical functions
Service desks should have a practical understanding of the wider business
Service desks should always be a physical team in a single fixed location
How does incident management support obtain/build of value chain activity?
SELECT THE CORRECT ANSWER
Ensures incidents that occur in development environments are resolved in a timely and controlled manner
Identifies and manages product defects
Makes significant incidents visible to customers
Prioritizes incident records both in terms of incident frequency and severity
How does incident management support obtain/build of value chain activity?
SELECT THE CORRECT ANSWER
Ensures incidents that occur in development environments are resolved in a timely and controlled manner
Identifies and manages product defects
Makes significant incidents visible to customers
Prioritizes incident records both in terms of incident frequency and severity
What is the purpose of supplier management?
SELECT THE CORRECT ANSWER
To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
To ensure that accurate and reliable information about the configuration of supplier’s services is available when and where it is needed
What is the purpose of supplier management?
SELECT THE CORRECT ANSWER
To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
To ensure that accurate and reliable information about the configuration of supplier’s services is available when and where it is needed
When is the silos created in the organizations?
SELECT THE CORRECT ANSWER
When team works collaboratively
When there is resistance to change
When access to the information or specialized expertise is difficult
Both B and C
When is the silos created in the organizations?
SELECT THE CORRECT ANSWER
When team works collaboratively
When there is resistance to change
When access to the information or specialized expertise is difficult
Both B and C
For risk management to be effective, risks need to be:
SELECT THE CORRECT ANSWER
Identified
Assessed
Treated
All of the above
For risk management to be effective, risks need to be:
SELECT THE CORRECT ANSWER
Identified
Assessed
Treated
All of the above
Which of the following is NOT an activity of supplier management?
SELECT THE CORRECT ANSWER
Develop, negotiate, review, update, finalize, and award supplier contracts
Identify, evaluate, and select suppliers for the delivery of new or changed business services
Categorize suppliers periodically
Restore normal operation as quickly as possible
Which of the following is NOT an activity of supplier management?
SELECT THE CORRECT ANSWER
Develop, negotiate, review, update, finalize, and award supplier contracts
Identify, evaluate, and select suppliers for the delivery of new or changed business services
Categorize suppliers periodically
Restore normal operation as quickly as possible
Which ITIL concept describes practices?
SELECT THE CORRECT ANSWER
Seven guiding principles
Four dimensions of service management
Service value chain
Service value system
Which ITIL concept describes practices?
SELECT THE CORRECT ANSWER
Seven guiding principles
Four dimensions of service management
Service value chain
Service value system
Which of the following is true about informational events?
SELECT THE CORRECT ANSWER
Require action before any negative impact is experienced by the business
Do not require action at the time they are identified
Identify a breach to an established norm
Require action even if business impact is not yet experienced
Which of the following is true about informational events?
SELECT THE CORRECT ANSWER
Require action before any negative impact is experienced by the business
Do not require action at the time they are identified
Identify a breach to an established norm
Require action even if business impact is not yet experienced
When the products and services are developed or delivered internally by the organization, it is called ____________.
SELECT THE CORRECT ANSWER
Outsourcing
Insourcing
Multi-sourcing
Single-sourcing
When the products and services are developed or delivered internally by the organization, it is called ____________.
SELECT THE CORRECT ANSWER
Outsourcing
Insourcing
Multi-sourcing
Single-sourcing
When is the ownership of a product transferred to a consumer?
SELECT THE CORRECT ANSWER
When a service provider delivers goods
When an access is granted
When service action is performed by service provider
None of the above
When is the ownership of a product transferred to a consumer?
SELECT THE CORRECT ANSWER
When a service provider delivers goods
When an access is granted
When service action is performed by service provider
None of the above
Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop 7. Design
SELECT THE CORRECT ANSWER
1, 3, 5, 6, 7, 2, 4
1, 2, 5, 7, 4, 6, 3
5, 7, 6, 2, 4, 3, 1
5, 7, 6, 1, 3, 4, 2
Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop 7. Design
SELECT THE CORRECT ANSWER
1, 3, 5, 6, 7, 2, 4
1, 2, 5, 7, 4, 6, 3
5, 7, 6, 2, 4, 3, 1
5, 7, 6, 1, 3, 4, 2
How does service request management contribute to design and transition activity?
SELECT THE CORRECT ANSWER
By collecting user-specific request requirements
By acquiring pre-approved service components
By providing service request trend and quality information
By initiating standard changes to fulfill service requests
How does service request management contribute to design and transition activity?
SELECT THE CORRECT ANSWER
By collecting user-specific request requirements
By acquiring pre-approved service components
By providing service request trend and quality information
By initiating standard changes to fulfill service requests
What is the purpose of service level management?
SELECT THE CORRECT ANSWER
Sets clear business-based targets for service performance
Supports the agreed quality of a service by handling all pre-defined, user-initiated service requests
Ensures that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed
Establishes and nurtures the links between the organization and its stakeholders
What is the purpose of service level management?
SELECT THE CORRECT ANSWER
Sets clear business-based targets for service performance
Supports the agreed quality of a service by handling all pre-defined, user-initiated service requests
Ensures that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed
Establishes and nurtures the links between the organization and its stakeholders
What provides organizations with a structured approach to implementing improvements?
SELECT THE CORRECT ANSWER
Service improvement plan
Continual improvement model
Organization change management
Lean and agile
What provides organizations with a structured approach to implementing improvements?
SELECT THE CORRECT ANSWER
Service improvement plan
Continual improvement model
Organization change management
Lean and agile
What do service providers help their consumers to achieve?
SELECT THE CORRECT ANSWER
Value
Outcome
Service
Product
What do service providers help their consumers to achieve?
SELECT THE CORRECT ANSWER
Value
Outcome
Service
Product
Which guiding principle recommends to eliminate anything that is wasteful and use technology wherever possible?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Optimize and automate
Collaborate and promote visibility
Which guiding principle recommends to eliminate anything that is wasteful and use technology wherever possible?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Optimize and automate
Collaborate and promote visibility
What is the purpose of information security management?
SELECT THE CORRECT ANSWER
Understanding and managing risks to the confidentiality, integrity, and availability of information
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Reducing the likelihood and impact of incidents
Moving new or changed hardware, software, documentation, processes, or any other component to live environments
What is the purpose of information security management?
SELECT THE CORRECT ANSWER
Understanding and managing risks to the confidentiality, integrity, and availability of information
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Reducing the likelihood and impact of incidents
Moving new or changed hardware, software, documentation, processes, or any other component to live environments
What is an emergency change?
SELECT THE CORRECT ANSWER
A change that doesn’t need risk assessment because the procedure has been pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn’t need risk assessment because it is required to resolve an incident
A change that must be implemented as soon as possible
What is an emergency change?
SELECT THE CORRECT ANSWER
A change that doesn’t need risk assessment because the procedure has been pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn’t need risk assessment because it is required to resolve an incident
A change that must be implemented as soon as possible
Through which of the following activities is governance realized?
SELECT THE CORRECT ANSWER
Evaluate, direct, and control
Command and control
Assess and analyze
Monitor and measure
Through which of the following activities is governance realized?
SELECT THE CORRECT ANSWER
Evaluate, direct, and control
Command and control
Assess and analyze
Monitor and measure
What is the tangible or intangible deliverable of an activity termed?
SELECT THE CORRECT ANSWER
Outcome
Output
Value
Result
What is the tangible or intangible deliverable of an activity termed?
SELECT THE CORRECT ANSWER
Outcome
Output
Value
Result
Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
What is a workaround?
SELECT THE CORRECT ANSWER
Problem that has been analyzed but has not been resolved
Any component that needs to be managed to deliver an IT service
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available
A cause, or potential cause, of one or more incidents
What is a workaround?
SELECT THE CORRECT ANSWER
Problem that has been analyzed but has not been resolved
Any component that needs to be managed to deliver an IT service
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available
A cause, or potential cause, of one or more incidents
