ITIL 4 Foundation Mock Exam 4 Flashcards
What considerations influence the supplier strategy of an organization?
SELECT THE CORRECT ANSWER
Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality
What considerations influence the supplier strategy of an organization?
SELECT THE CORRECT ANSWER
Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
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A service
An output
A practice
Continual improvement
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
SELECT THE CORRECT ANSWER
A service
An output
A practice
Continual improvement
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
SELECT THE CORRECT ANSWER
Supplier management
Deployment management
Problem management
Incident management
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
SELECT THE CORRECT ANSWER
Supplier management
Deployment management
Problem management
Incident management
Which value chain activity communicates the current status of all four dimensions of service management?
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Improve
Engage
Obtain or build
Plan
Which value chain activity communicates the current status of all four dimensions of service management?
SELECT THE CORRECT ANSWER
Improve
Engage
Obtain or build
Plan
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
SELECT THE CORRECT ANSWER
Service configuration management
Service desk
IT asset management
Monitoring and event management
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
SELECT THE CORRECT ANSWER
Service configuration management
Service desk
IT asset management
Monitoring and event management
Which guiding principle is primarily concerned with consumer’s revenue and growth?
SELECT THE CORRECT ANSWER
Keep it simple and practical
Optimize and automate
Progress iteratively with feedback
Focus on value
Which guiding principle is primarily concerned with consumer’s revenue and growth?
SELECT THE CORRECT ANSWER
Keep it simple and practical
Optimize and automate
Progress iteratively with feedback
Focus on value
Which statement about change authorization is correct?
SELECT THE CORRECT ANSWER
A change authority should be assigned to each type of change and change model.
Centralizing change authorization to a single person is the most effective means of authorization.
The authorization of normal changes should be expedited to ensure they can be implemented quickly.
Standard changes are high risk and should be authorized by the highest level of change authorities.
Which statement about change authorization is correct?
SELECT THE CORRECT ANSWER
A change authority should be assigned to each type of change and change model.
Centralizing change authorization to a single person is the most effective means of authorization.
The authorization of normal changes should be expedited to ensure they can be implemented quickly.
Standard changes are high risk and should be authorized by the highest level of change authorities.
What should all continual improvement decisions be based on?
SELECT THE CORRECT ANSWER
Details of how services are measured
Accurate and carefully analysed data
An up-to-date balanced scorecard
A recent maturity assessment
What should all continual improvement decisions be based on?
SELECT THE CORRECT ANSWER
Details of how services are measured
Accurate and carefully analysed data
An up-to-date balanced scorecard
A recent maturity assessment
Which is the purpose of the monitoring and event management practice?
SELECT THE CORRECT ANSWER
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed.
To systematically observe services and service components, and record and report selected changes of state.
To protect the information needed by the organization to conduct its business.
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Which is the purpose of the monitoring and event management practice?
SELECT THE CORRECT ANSWER
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed.
To systematically observe services and service components, and record and report selected changes of state.
To protect the information needed by the organization to conduct its business.
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Which is intended to help an organization adopt and adapt ITIL guidance?
SELECT THE CORRECT ANSWER
The four dimensions of service management
The guiding principles
The service value chain
The practices
Which is intended to help an organization adopt and adapt ITIL guidance?
SELECT THE CORRECT ANSWER
The four dimensions of service management
The guiding principles
The service value chain
The practices
What should be done for every problem?
SELECT THE CORRECT ANSWER
It should be diagnosed to identify possible solutions.
It should be prioritized based on its potential impact and probability.
It should be resolved so that it can be closed.
It should have a workaround to reduce the impact.
What should be done for every problem?
SELECT THE CORRECT ANSWER
It should be diagnosed to identify possible solutions.
It should be prioritized based on its potential impact and probability.
It should be resolved so that it can be closed.
It should have a workaround to reduce the impact.
Which statement about the service desk practice is correct?
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It provides a link with stakeholders at strategic and tactical levels.
It carries out change assessment and authorization.
It investigates the cause of incidents.
It needs a practical understanding of the business processes.
Which statement about the service desk practice is correct?
SELECT THE CORRECT ANSWER
It provides a link with stakeholders at strategic and tactical levels.
It carries out change assessment and authorization.
It investigates the cause of incidents.
It needs a practical understanding of the business processes.
What is the starting point for optimization?
SELECT THE CORRECT ANSWER
Securing stakeholder engagement
Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services
What is the starting point for optimization?
SELECT THE CORRECT ANSWER
Securing stakeholder engagement
Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services
What type of change is most likely to be managed by the service request management practice?
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A normal change
An emergency change
A standard change
An application change
What type of change is most likely to be managed by the service request management practice?
SELECT THE CORRECT ANSWER
A normal change
An emergency change
A standard change
An application change
Which practice provides support for managing feedback, compliments and complaints from users?
SELECT THE CORRECT ANSWER
Change control
Service request management
Problem management
Incident management
Which practice provides support for managing feedback, compliments and complaints from users?
SELECT THE CORRECT ANSWER
Change control
Service request management
Problem management
Incident management
Which statement about known errors and problems is correct?
SELECT THE CORRECT ANSWER
Known error is the status assigned to a problem after it has been analyzed.
A known error is the cause of one or more problems.
Known errors cause vulnerabilities and problems cause incidents.
Known errors are managed by technical staff while problems are managed by service management staff.
Which statement about known errors and problems is correct?
SELECT THE CORRECT ANSWER
Known error is the status assigned to a problem after it has been analyzed.
A known error is the cause of one or more problems.
Known errors cause vulnerabilities and problems cause incidents.
Known errors are managed by technical staff while problems are managed by service management staff.
Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?
SELECT THE CORRECT ANSWER
Optimize and automate
Start where you are
Focus on value
Progress iteratively with feedback
Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?
SELECT THE CORRECT ANSWER
Optimize and automate
Start where you are
Focus on value
Progress iteratively with feedback
What is an output?
SELECT THE CORRECT ANSWER
A change of state that has significance for the management of a configuration item.
A possible event that could cause harm or loss.
A result for a stakeholder.
A deliverable created by carrying out an activity.
What is an output?
SELECT THE CORRECT ANSWER
A change of state that has significance for the management of a configuration item.
A possible event that could cause harm or loss.
A result for a stakeholder.
A deliverable created by carrying out an activity.
What does the service request management practice depend on for maximum efficiency?
SELECT THE CORRECT ANSWER
Compliments and complaints
Self-service tools
Processes and procedures
Incident management
What does the service request management practice depend on for maximum efficiency?
SELECT THE CORRECT ANSWER
Compliments and complaints
Self-service tools
Processes and procedures
Incident management
Which practice may involve the initiation of disaster recovery?
SELECT THE CORRECT ANSWER
Incident management
Service request management
Service level management
IT asset management
Which practice may involve the initiation of disaster recovery?
SELECT THE CORRECT ANSWER
Incident management
Service request management
Service level management
IT asset management
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
SELECT THE CORRECT ANSWER
Service provision
Service consumption
Service offering
Service relationship management
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
SELECT THE CORRECT ANSWER
Service provision
Service consumption
Service offering
Service relationship management
Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the _____ of service consumption.
SELECT THE CORRECT ANSWER
outputs
outcomes
costs
risks
Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the _____ of service consumption.
SELECT THE CORRECT ANSWER
outputs
outcomes
costs
risks
Which is the best example of an emergency change?
SELECT THE CORRECT ANSWER
The implementation of a planned new release of a software application
A low-risk computer upgrade implemented as a service request
The implementation of a security patch in a critical software application
A scheduled major hardware and software implementation
Which is the best example of an emergency change?
SELECT THE CORRECT ANSWER
The implementation of a planned new release of a software application
A low-risk computer upgrade implemented as a service request
The implementation of a security patch in a critical software application
A scheduled major hardware and software implementation
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
SELECT THE CORRECT ANSWER
Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
SELECT THE CORRECT ANSWER
Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Identify the missing word in the following sentence. A known error is a problem that has been _____ and has not been resolved.
SELECT THE CORRECT ANSWER
logged
analyzed
escalated
closed
Identify the missing word in the following sentence. A known error is a problem that has been _____ and has not been resolved.
SELECT THE CORRECT ANSWER
logged
analyzed
escalated
closed
What is the reason for using a balanced bundle of service metrics?
SELECT THE CORRECT ANSWER
It reduces the number of metrics that need to be collected.
It reports each service element separately.
It provides an outcome-based view of services.
It facilitates the automatic collection of metrics.
What is the reason for using a balanced bundle of service metrics?
SELECT THE CORRECT ANSWER
It reduces the number of metrics that need to be collected.
It reports each service element separately.
It provides an outcome-based view of services.
It facilitates the automatic collection of metrics.
Which practice provides visibility of the organization’s services by capturing and reporting on service performance?
SELECT THE CORRECT ANSWER
Service desk
Service level management
Service request management
Service configuration management
Which practice provides visibility of the organization’s services by capturing and reporting on service performance?
SELECT THE CORRECT ANSWER
Service desk
Service level management
Service request management
Service configuration management
Identify the missing words in the following sentence. The purpose of the ______ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.
SELECT THE CORRECT ANSWER
focus on value guiding principle
four dimensions of service management
service value system
service request management practice
Identify the missing words in the following sentence. The purpose of the ______ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.
SELECT THE CORRECT ANSWER
focus on value guiding principle
four dimensions of service management
service value system
service request management practice
How should an organization include third-party suppliers in the continual improvement of services?
SELECT THE CORRECT ANSWER
Ensure suppliers include details of their approach to service improvement in contracts
Require evidence that the supplier uses agile development methods
Require evidence that the supplier implements all improvements using project management practices
Ensure that all supplier problem management activities result in improvements
How should an organization include third-party suppliers in the continual improvement of services?
SELECT THE CORRECT ANSWER
Ensure suppliers include details of their approach to service improvement in contracts
Require evidence that the supplier uses agile development methods
Require evidence that the supplier implements all improvements using project management practices
Ensure that all supplier problem management activities result in improvements
What is a problem?
SELECT THE CORRECT ANSWER
An addition or modification that could have an effect on services.
Any change of state that has significance for the management of a configuration item.
A cause, or potential cause, of one or more incidents.
An unplanned reduction in the quality of a service.
What is a problem?
SELECT THE CORRECT ANSWER
An addition or modification that could have an effect on services.
Any change of state that has significance for the management of a configuration item.
A cause, or potential cause, of one or more incidents.
An unplanned reduction in the quality of a service.
What is the effect of increased automation on the service desk practice?
SELECT THE CORRECT ANSWER
Greater ability to focus on customer experience when personal contact is needed
Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams
What is the effect of increased automation on the service desk practice?
SELECT THE CORRECT ANSWER
Greater ability to focus on customer experience when personal contact is needed
Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
SELECT THE CORRECT ANSWER
Relationship management
IT asset management
Release management
Service desk
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
SELECT THE CORRECT ANSWER
Relationship management
IT asset management
Release management
Service desk
Which dimension of service management considers governance, management, and communication?
SELECT THE CORRECT ANSWER
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Which dimension of service management considers governance, management, and communication?
SELECT THE CORRECT ANSWER
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
How does customer engagement contribute to the service level management practice? 1. It captures information that metrics can be based on. 2. It ensures the organization meets defined service levels. 3. It defines the workflow for service requests. 4. It supports progress discussions.
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
How does customer engagement contribute to the service level management practice? 1. It captures information that metrics can be based on. 2. It ensures the organization meets defined service levels. 3. It defines the workflow for service requests. 4. It supports progress discussions.
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
What is the purpose of the relationship management practice?
SELECT THE CORRECT ANSWER
To align the organization’s practices and services with changing business needs
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
What is the purpose of the relationship management practice?
SELECT THE CORRECT ANSWER
To align the organization’s practices and services with changing business needs
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Why should incidents be prioritized?
SELECT THE CORRECT ANSWER
To help automated matching of incidents to problems or known errors
To identify which support team the incident should be escalated to
To ensure that incidents with the highest business impact are resolved first
To encourage a high level of collaboration within and between teams
Why should incidents be prioritized?
SELECT THE CORRECT ANSWER
To help automated matching of incidents to problems or known errors
To identify which support team the incident should be escalated to
To ensure that incidents with the highest business impact are resolved first
To encourage a high level of collaboration within and between teams
Which term describes the functionality offered by a service?
SELECT THE CORRECT ANSWER
Cost
Utility
Warranty
Risk
Which term describes the functionality offered by a service?
SELECT THE CORRECT ANSWER
Cost
Utility
Warranty
Risk
How do all value chain activities transform inputs to outputs?
SELECT THE CORRECT ANSWER
By determining service demand
By using a combination of practices
By using a single functional team
By implementing process automation
How do all value chain activities transform inputs to outputs?
SELECT THE CORRECT ANSWER
By determining service demand
By using a combination of practices
By using a single functional team
By implementing process automation
Why should service desk staff detect recurring issues?
SELECT THE CORRECT ANSWER
To help identify problems
To escalate incidents to the correct support team
To ensure effective handling of service requests
To engage the correct change authority
Why should service desk staff detect recurring issues?
SELECT THE CORRECT ANSWER
To help identify problems
To escalate incidents to the correct support team
To ensure effective handling of service requests
To engage the correct change authority
Which guiding principle recommends assessing the current state and deciding what can be reused?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback
Which guiding principle recommends assessing the current state and deciding what can be reused?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback
