ITIL 4 Foundation Mock Exam 4

Question 1

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

Answer 1

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

Question 2

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

Answer 2

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

Question 3

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

Answer 3

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

Question 4

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

Answer 4

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

Question 5

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

Answer 5

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

Question 6

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

Answer 6

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

Question 7

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.

Answer 7

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.

Question 8

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

Answer 8

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

Question 9

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.

Answer 9

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.

Question 10

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

Answer 10

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

Question 11

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.

Answer 11

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.

Question 12

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.

Answer 12

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.

Question 13

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

Answer 13

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

Question 14

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

Answer 14

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

Question 15

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

Answer 15

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

Question 16

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.

Answer 16

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.

Question 17

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

Answer 17

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

Question 18

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.

Answer 18

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.

Question 19

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

Answer 19

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

Question 20

Which practice may involve the initiation of disaster recovery?

SELECT THE CORRECT ANSWER

Incident management

Service request management

Service level management

IT asset management

Answer 20

Which practice may involve the initiation of disaster recovery?

SELECT THE CORRECT ANSWER

Incident management

Service request management

Service level management

IT asset management

Question 21

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

Answer 21

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

Question 22

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

Answer 22

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

Question 23

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

Answer 23

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

Question 24

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

Answer 24

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

Question 25

**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

Answer 25

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

Question 26

**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.

Answer 26

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.

Question 27

**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

Answer 27

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

Question 28

**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

Answer 28

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

Question 29

**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

Answer 29

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

Question 30

**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.

Answer 30

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.

Question 31

**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

Answer 31

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

Question 32

**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

Answer 32

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

Question 33

**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

Answer 33

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

Question 34

**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

Answer 34

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

Question 35

**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

Answer 35

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

Question 36

**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

Answer 36

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

Question 37

**Which term describes the functionality offered by a service?** SELECT THE CORRECT ANSWER Cost Utility Warranty Risk

Answer 37

Which term describes the functionality offered by a service? SELECT THE CORRECT ANSWER Cost **Utility** Warranty Risk

Question 38

**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

Answer 38

**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

Question 39

**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

Answer 39

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

Question 40

**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

Answer 40

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