ITIL 4 Foundation Mock Exam 3 Flashcards
What should be done first when applying the focus on value guiding principle?
SELECT THE CORRECT ANSWER
Identify the outcomes that the service facilitates.
Identify all suppliers and partners involved in the service.
Determine who the service consumer is in each situation.
Determine the cost of providing the service.
What should be done first when applying the focus on value guiding principle?
SELECT THE CORRECT ANSWER
Identify the outcomes that the service facilitates.
Identify all suppliers and partners involved in the service.
Determine who the service consumer is in each situation.
Determine the cost of providing the service.
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 more 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 more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
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
Which guiding principle recommends that the four dimensions of service management are considered?
SELECT THE CORRECT ANSWER
Think and work holistically
Progress iteratively with feedback
Focus on value
Keep it simple and practical
Which guiding principle recommends that the four dimensions of service management are considered?
SELECT THE CORRECT ANSWER
Think and work holistically
Progress iteratively with feedback
Focus on value
Keep it simple and practical
Which of the following is a requirement of the service desk?
SELECT THE CORRECT ANSWER
Service desks should avoid the use of automation.
Service desks should be highly technical.
Service desks should understand the wider organization.
Service desks should be a physical team in a single fixed location.
Which of the following is a requirement of the service desk?
SELECT THE CORRECT ANSWER
Service desks should avoid the use of automation.
Service desks should be highly technical.
Service desks should understand the wider organization.
Service desks should be a physical team in a single fixed location.
Which practice includes the classification and ownership of queries and requests from users?
SELECT THE CORRECT ANSWER
Service desk
Incident management
Change control
Service level management
Which practice includes the classification and ownership of queries and requests from users?
SELECT THE CORRECT ANSWER
Service desk
Incident management
Change control
Service level management
Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating _________ that customers want to achieve.
SELECT THE CORRECT ANSWER
the warranty
outcomes
the utility
outputs
Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating _________ that customers want to achieve.
SELECT THE CORRECT ANSWER
the warranty
outcomes
the utility
outputs
Which of the following describes the nature of the guiding principles?
SELECT THE CORRECT ANSWER
Guiding principles can guide an organization in all circumstances.
Each guiding principle mandates specific actions and decisions.
An organization will select and adopt only one of the seven guiding principles.
Guiding principles describe the processes that all organizations must adopt.
Which of the following describes the nature of the guiding principles?
SELECT THE CORRECT ANSWER
Guiding principles can guide an organization in all circumstances.
Each guiding principle mandates specific actions and decisions.
An organization will select and adopt only one of the seven guiding principles.
Guiding principles describe the processes that all organizations must adopt.
Which statement 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 workflow that enables value creation.
Each value chain activity contributes to the value chain by transforming specific inputs into outputs.
Which statement 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 workflow that enables value creation.
Each value chain activity contributes to the value chain by transforming specific inputs into outputs.
Which is NOT usually included as part of incident management?
SELECT THE CORRECT ANSWER
Scripts for collecting initial information about incidents
Formalized procedures for logging incidents
Detailed procedures for the diagnosis of incidents
The use of 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 procedures for logging incidents
Detailed procedures for the diagnosis of incidents
The use of specialized knowledge for complicated incidents
Which is a 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
Which is a 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 definition of an event?
SELECT THE CORRECT ANSWER
Any change of state that has significance for the management of a service or other configuration item
Any component that needs to be managed in order to deliver an IT service
Any component that needs to be managed in order to deliver an IT service
Any financially valuable component that can contribute to the delivery of an IT product or service
What is the definition of an event?
SELECT THE CORRECT ANSWER
Any change of state that has significance for the management of a service or other configuration item
Any component that needs to be managed in order to deliver an IT service
Any component that needs to be managed in order to deliver an IT service
Any financially valuable component that can contribute to the delivery of an IT product or service
What is the primary use of a change schedule?
SELECT THE CORRECT ANSWER
To support incident management and improvement planning
To manage emergency changes
To plan changes and help avoid conflicts
To manage standard changes
What is the primary use of a change schedule?
SELECT THE CORRECT ANSWER
To support incident management and improvement planning
To manage emergency changes
To plan changes and help avoid conflicts
To manage standard changes
Identify the missing word in the following sentence. The purpose of the information security management practice is to ________ the organization s information.
SELECT THE CORRECT ANSWER
Store
Provide
Audit
Protect
Identify the missing word in the following sentence. The purpose of the information security management practice is to ________ the organization s information.
SELECT THE CORRECT ANSWER
Store
Provide
Audit
Protect
Which of the following describes outcomes?
SELECT THE CORRECT ANSWER
Tangible or intangible deliverables
Functionality offered by a product or service
Results desired by a stakeholder
Configuration of an organization s resources
Which of the following describes outcomes?
SELECT THE CORRECT ANSWER
Tangible or intangible deliverables
Functionality offered by a product or service
Results desired by a stakeholder
Configuration of an organization s resources
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
A service provider describes a package that includes a laptop with software, licences, and support. This package is an example of ________.
SELECT THE CORRECT ANSWER
Value
An outcome
Warranty
A service offering
A service provider describes a package that includes a laptop with software, licences, and support. This package is an example of ________.
SELECT THE CORRECT ANSWER
Value
An outcome
Warranty
A service offering
Which would be supported by the service request management practice?
SELECT THE CORRECT ANSWER
A request to authorize a change that could have an effect on a service
A request from a user for something which is a normal part of service delivery
A request to restore service after a service interruption
A request to investigate the cause of multiple related incidents
Which would be supported by the service request management practice?
SELECT THE CORRECT ANSWER
A request to authorize a change that could have an effect on a service
A request from a user for something which is a normal part of service delivery
A request to restore service after a service interruption
A request to investigate the cause of multiple related incidents
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
Which practice is responsible for moving components to live environments?
SELECT THE CORRECT ANSWER
Change control
Release management
IT asset management
Deployment management
Which practice is responsible for moving components to live environments?
SELECT THE CORRECT ANSWER
Change control
Release management
IT asset management
Deployment management
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
What are the two types of cost that a service consumer should evaluate?
SELECT THE CORRECT ANSWER
The price of the service and the cost of creating 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 software and the cost of hardware
What are the two types of cost that a service consumer should evaluate?
SELECT THE CORRECT ANSWER
The price of the service and the cost of creating 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 software and the cost of hardware
Which guiding principle recommends collecting data before deciding what can be re-used?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Keep it simple and practical
Progress iteratively with feedback
Which guiding principle recommends collecting data before deciding what can be re-used?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Keep it simple and practical
Progress iteratively with feedback
Which is a recommendation of the continual improvement practice?
SELECT THE CORRECT ANSWER
There should at least be a small team dedicated to leading continual improvement efforts
All improvements should be managed as multi-phase projects
Continual improvement’ should be isolated from other practices
External suppliers should be excluded from improvement initiatives
Which is a recommendation of the continual improvement practice?
SELECT THE CORRECT ANSWER
There should at least be a small team dedicated to leading continual improvement efforts
All improvements should be managed as multi-phase projects
Continual improvement’ should be isolated from other practices
External suppliers should be excluded from improvement initiatives
Which practice provides a single point of contact for users?
SELECT THE CORRECT ANSWER
Incident management
Change control
Service desk
Service request management
Which practice provides a single point of contact for users?
SELECT THE CORRECT ANSWER
Incident management
Change control
Service desk
Service request management
How should an organization adopt continual improvement methods?
SELECT THE CORRECT ANSWER
Use a new method for each improvement the organization handles.
Select a few key methods for the types of improvement 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 the organization handles.
Select a few key methods for the types of improvement 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 service management dimension is focused on the activities undertaken by an organization and how they are organized?
SELECT THE CORRECT ANSWER
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which service management dimension is focused on the activities undertaken by an organization and how they are organized?
SELECT THE CORRECT ANSWER
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which of the following 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 of the following 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 is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?
SELECT THE CORRECT ANSWER
It may ensure that the cause of incidents is identified within agreed times.
It may provide automated matching of incidents to problems or known errors.
It may ensure that supplier contracts are aligned with the needs of the service provider.
It may provide automated resolution and closure of complex incidents.
Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?
SELECT THE CORRECT ANSWER
It may ensure that the cause of incidents is identified within agreed times.
It may provide automated matching of incidents to problems or known errors.
It may ensure that supplier contracts are aligned with the needs of the service provider.
It may provide automated resolution and closure of complex incidents.
Which statement about a change authority is correct?
SELECT THE CORRECT ANSWER
A single change authority should be assigned to authorize all types of change and change models.
A change authority should be assigned for each type of change and change model.
Normal changes are preauthorized and do not need a change authority.
Emergency changes can be implemented without authorization from a change authority.
Which statement about a change authority is correct?
SELECT THE CORRECT ANSWER
A single change authority should be assigned to authorize all types of change and change models.
A change authority should be assigned for each type of change and change model.
Normal changes are preauthorized and do not need a change authority.
Emergency changes can be implemented without authorization from a change authority.
Which of the following is a key consideration for the guiding principle keep it simple and practical ?
SELECT THE CORRECT ANSWER
Trying to create a solution for every exception
Understanding how each element contributes to value creation
Ignoring the conflicting objectives of different stakeholders
Starting with a complex solution and then simplifying it
Which of the following is a key consideration for the guiding principle keep it simple and practical ?
SELECT THE CORRECT ANSWER
Trying to create a solution for every exception
Understanding how each element contributes to value creation
Ignoring the conflicting objectives of different stakeholders
Starting with a complex solution and then simplifying it
Which is NOT a key focus of the information and technology dimension?
SELECT THE CORRECT ANSWER
Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
Which is NOT a key focus of the information and technology dimension?
SELECT THE CORRECT ANSWER
Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
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 purpose of the supplier management practice?
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 suppliers’ services is available when and where it is needed
What is the purpose of the supplier management practice?
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 suppliers’ services is available when and where it is needed
How does categorization of incidents assist the incident management practice?
SELECT THE CORRECT ANSWER
It helps direct the incident to the correct support area.
It determines the priority assigned to the incident.
It ensures that incidents are resolved in timescales agreed with the customer.
It determines how the service provider is perceived.
How does categorization of incidents assist the incident management practice?
SELECT THE CORRECT ANSWER
It helps direct the incident to the correct support area.
It determines the priority assigned to the incident.
It ensures that incidents are resolved in timescales agreed with the customer.
It determines how the service provider is perceived.
What is a standard change?
SELECT THE CORRECT ANSWER
A change that is well understood, fully documented and pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn t need a risk assessment because it is required to resolve an incident
A change that is assessed, authorized, and scheduled as part of continual improvement
What is a standard change?
SELECT THE CORRECT ANSWER
A change that is well understood, fully documented and pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn t need a risk assessment because it is required to resolve an incident
A change that is assessed, authorized, and scheduled as part of continual improvement
Which practice identifies metrics that reflect a customer s experience of a service?
SELECT THE CORRECT ANSWER
Continual improvement
Service desk
Service level management
Problem management
Which practice identifies metrics that reflect a customer s experience of a service?
SELECT THE CORRECT ANSWER
Continual improvement
Service desk
Service level management
Problem management
Who among the following submits service requests?
SELECT THE CORRECT ANSWER
The user or their authorized representative
The customer or their authorized representative
The sponsor or their authorized representative
The supplier or their authorized representative
Who among the following submits service requests?
SELECT THE CORRECT ANSWER
The user or their authorized representative
The customer or their authorized representative
The sponsor or their authorized representative
The supplier or their authorized representative
What is the definition of change?
SELECT THE CORRECT ANSWER
To add, modify, or remove anything that could have a direct or indirect effect on services
To ensure that accurate and reliable information about the configuration of services is available
To make new and changed services and features available for use
To move new or changed hardware, software, or any other component to live environment
What is the definition of change?
SELECT THE CORRECT ANSWER
To add, modify, or remove anything that could have a direct or indirect effect on services
To ensure that accurate and reliable information about the configuration of services is available
To make new and changed services and features available for use
To move new or changed hardware, software, or any other component to live environment
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
SELECT THE CORRECT ANSWER
A change request is submitted to change control.
Problem management restores the service as soon as possible.
The problem remains in the known error status.
The problem record is deleted.
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
SELECT THE CORRECT ANSWER
A change request is submitted to change control.
Problem management restores the service as soon as possible.
The problem remains in the known error status.
The problem record is deleted.
