ITIL 4 Foundation Tricky Exam Questions Flashcards
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
How does configuration management support deliver and support of value chain activity?
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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
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 two needs should change control balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users
1 and 2
2 and 3
3 and 4
1 and 4
Which two needs should change control balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users
1 and 2
2 and 3
3 and 4
1 and 4
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
Who defines the requirements for a service?
Service provider
Customer
User
Sponsor
Who defines the requirements for a service?
Service provider
Customer
User
Sponsor
What is an event?
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The addition, modification, or removal of anything that could have a direct or indirect effect on services
Any change of state that has significance for the management of a service or other configuration item
Cause of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service
What is an event?
SELECT THE CORRECT ANSWER
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Any change of state that has significance for the management of a service or other configuration item
Cause of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service
What is service management?
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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 of the following statements about the value chain activities is correct?
Every practice belongs to a specific value chain activity
A specific combination of value chain activities and practices forms a service relationship
Service value chain activities form a single flow that enables value creation
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which of the following statements about the value chain activities is correct?
Every practice belongs to a specific value chain activity
A specific combination of value chain activities and practices forms a service relationship
Service value chain activities form a single flow that enables value creation
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which 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 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
How does service request management contribute to obtain/build value chain activity?
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires preapproved service components to help fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates
How does service request management contribute to obtain/build value chain activity?
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires preapproved service components to help fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates
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
Which practice is responsible for moving components to live environments?
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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
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 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 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.
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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.
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1 and 2
2 and 3
3 and 4
1 and 4
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.
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 value chain activity ensures the availability of service components?
Improve
Engage
Obtain/build
Deliver and support
Which value chain activity ensures the availability of service components? I
Improve
Engage
Obtain/build
Deliver and support
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
Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?
Continual improvement
Relationship management
Change control
Service desk
Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?
Continual improvement
Relationship management
Change control
Service desk
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
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 are the different types of events?
SELECT THE CORRECT ANSWER
Normal, standard, and emergency
Informational, warning, and exception
Normal and standard
Informational, standard, and emergency
What are the different types of events?
SELECT THE CORRECT ANSWER
Normal, standard, and emergency
Informational, warning, and exception
Normal and standard
Informational, standard, and emergency
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
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 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
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 ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?
SELECT THE CORRECT ANSWER
Continual improvement
Relationship management
Change control
Service desk
Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?
SELECT THE CORRECT ANSWER
Continual improvement
Relationship management
Change control
Service desk
Which value chain activity includes presenting workarounds to users via a service portal?
Plan
Improve
Engage
Obtain or build
Which value chain activity includes presenting workarounds to users via a service portal?
Plan
Improve
Engage
Obtain or build
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 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 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
What is the first step of the guiding principle focus on value?
Identify the outcomes that the service facilitates
Identify all supplier and partners that are involved in the service
Determine the service consumer in each situation
Determine the cost of the providing the service
What is the first step of the guiding principle focus on value?
Identify the outcomes that the service facilitates
Identify all supplier and partners that are involved in the service
Determine the service consumer in each situation
Determine the cost of the providing the service
How 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 of the following are problem control activities? 1. Performing trend analysis of incident records 2. Preassessing the status of known errors that have not been resolved 3. Prioritizing problems for analysis based on the risk 4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
1 and 2
1 and 3
2 and 3
3 and 4
Which of the following are problem control activities? 1. Performing trend analysis of incident records 2. Preassessing the status of known errors that have not been resolved 3. Prioritizing problems for analysis based on the risk 4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
1 and 2
1 and 3
2 and 3
3 and 4
What are the different types of events?
Normal, standard, and emergency
Informational, warning, and exception
Normal and standard
Informational, standard, and emergency
What are the different types of events?
Normal, standard, and emergency
Informational, warning, and exception
Normal and standard
Informational, standard, and emergency
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 the purpose of supplier management?
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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
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
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
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
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
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
Which value chain activity ensures people understand the organization’s vision?
Improve
Plan
Deliver and support
Obtain or build
Which value chain activity ensures people understand the organization’s vision?
Improve
Plan
Deliver and support
Obtain or build
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.