ITIL Foundation Exam Questions Flashcards
What is the effect of increased automation on the ‘service desk’ practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams
A. Correct. “With increased automation… The impact on service desks is reduced phone contact, less low-level work, and a greater ability to focus on excellent CX when personal contact is needed”. Ref 5.2.14
Which term describes the functionality offered by a service? A. Cost B. Utility C. Warranty D. Risk
B. Correct. Utility is “The functionality offered by a product or service.” Ref 2.5.4
Which is the purpose of the ‘monitoring and event management’ practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. Correct. “The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events”. Ref 5.2.7
What should all 'continual improvement' decisions be based on? A. Details of how services are measured B. Accurate and carefully analysed data C. An up-to-date balanced scorecard D. A recent maturity assessment
B. Correct. “Accurate data, carefully analysed and understood, is the foundation of fact-based decision-making for improvement.” The ‘continual improvement’ practice should be supported by relevant data sources and by skilled data analytics to ensure that each potential improvement situation is sufficiently understood. Ref 5.1.2
How do all value chain activities transform inputs to outputs? A. By determining service demand B. By using a combination of practices C. By using a single functional team D. By implementing process automation
B. Correct. “To convert inputs into outputs, the value chain activities use different combinations of ITIL practices.” Ref 4.5
6) 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 workflows for service requests
4. It supports progress discussions
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
D. Correct.
(1) (4) “Customer engagement: This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions.” Ref 5.2.15
What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services
B. Correct. The first step of the principle ‘optimize and automate’ is: “Understand and agree the context in which the proposed optimization exists. This includes agreeing the overall vision and objectives of the organization.” Ref 4.3.7.1
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.
A. ‘focus on value’ guiding principle
B. four dimensions of service management
C. service value system
D. ‘service request management’ practice
C. Correct. “The purpose of the SVS is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.” Ref 4.1
Which practice provides support for managing feedback, compliments and complaints from users? A. Change control B. Service request management C. Problem management D. Incident management
B. Correct. “The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner,” and “Each service request may include one or more of the following: … feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team).” Ref 5.2.16
Which joint activity performed by a service provider and service consumer ensures continual value co-creation? A. Service provision B. Service consumption C. Service offering D. Service relationship management
D. Correct. Service relationship management is “Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
Which practice may involve the initiation of disaster recovery? A. Incident management B. Service request management C. Service level management D. IT asset management
A. Correct. “In some extreme cases, disaster recovery plans may be invoked to resolve an incident.” Ref 5.2.5
What type of change is MOST likely to be managed by the 'service request management' practice? A. A normal change B. An emergency change C. A standard change D. An application change
C. Correct. “Fulfilment of service requests may include changes to services or their components; usually these are standard changes.” and “Standard changes: These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests”. Ref 5.2.16, 5.2.4
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? A. Focus on value B. Collaborate and promote visibility C. Think and work holistically D. Keep it simple and practical
B. Correct. ‘Collaborate and promote’ visibility states “Insufficient visibility of work leads to poor decision-making, which in turn impacts the organization’s ability to improve internal capabilities. It will then become difficult to drive improvements as it will not be clear which ones are likely to have the greatest positive impact on results. To avoid this, the organization needs to perform such critical analysis activities as: understanding the flow of work in progress; identifying bottlenecks, as well as excess capacity; and uncovering waste”. Ref 4.3.4.3
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve? A. A service B. An output C. A practice D. Continual improvement
A. Correct. A service is “A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.” Ref 2.3.1
Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
B. Centralizing change authorization to a single person is the most effective means of authorization
C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
D. Standard changes are high risk and should be authorized by the highest level of change authority
A. Correct. “It is essential that the correct change authority is assigned to each type of change to ensure that change control is both efficient and effective.” Ref 5.2.4
Which dimension of service management considers governance, management, and communication? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes
A. Correct. “It is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.” Ref 3.1
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
A. logged
B. analysed
C. escalated
D. closed
B. Correct. A known error is “A problem that has been analysed but has not been resolved”. Ref 5.2.8
Which statement about known errors and problems is CORRECT?
A. Known error is the status assigned to a problem after it has been analysed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed by service management staff
A. Correct. Known errors “are problems where initial analysis has been completed; it usually means that faulty components have been identified… the problem remains in the known error status, and the documented workaround is applied”. Ref 5.2.8
What does the 'service request management' practice depend on for maximum efficiency? A. Compliments and complaints B. Self-service tools C. Processes and procedures D. Incident management
C. Correct. “Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice.” Ref 5.2.16
Which statement about the ‘service desk’ practice is CORRECT?
A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes
D. Correct. “Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users.” Ref 5.2.14
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? A. Service configuration management B. Service desk C. IT asset management D. Monitoring and event management
A. Correct. “The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them”. Ref 5.2.11
Which practice has a purpose that includes restoring normal service operation as quickly as possible? A. Supplier management B. Deployment management C. Problem management D. Incident management
D. Correct. “The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.” Ref 5.2.5
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.
A. outputs
B. outcomes
C. costs
D. risks
B. Correct. “Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.” Ref 2.2.2
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options? A. Optimize and automate B. Start where you are C. Focus on value D. Progress iteratively with feedback
D. Correct. ‘Progress iteratively with feedback’ recommends comprehending “the whole, but do something: Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything. This can lead to what has sometimes been called ‘analysis paralysis’, in which so much time is spent analyzing the situation that nothing ever gets done about it.” Ref 4.3.3.3
What should be done for every problem?
A. It should be diagnosed to identify possible solutions
B. It should be prioritized based on its potential impact and probability
C. It should be resolved so that it can be closed
D. It should have a workaround to reduce the impact
B. Correct. “Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability.” Ref 5.2.8
How should an organization include third-party suppliers in the continual improvement of services?
A. Ensure suppliers include details of their approach to service improvement in contracts
B. Require evidence that the supplier uses agile development methods
C. Require evidence that the supplier implements all improvements using project management practices
D. Ensure that all supplier problem management activities result in improvements
A. Correct “When contracting for a supplier’s service, the contract should include details of how they will measure, report on, and improve their services over the life of the contract.” Ref 5.1.2
What considerations influence the supplier strategy of an organization? A. Contracts and agreements B. Type of cooperation with suppliers C. Corporate culture of the organization D. Level of formality
C. Correct. “Corporate culture: some organizations have a historical preference for one approach over another. Long-standing cultural bias is difficult to change without compelling reasons.” Ref 3.3
What is a problem?
A. An addition or modification that could have an effect on services
B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service
C. Correct. A problem is “a cause, or potential cause, of one or more incidents.” Ref 5.2.8
What is the purpose of the ‘relationship management’ practice?
A. To align the organization’s practices and services with changing business needs
B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. Correct. “The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.” Ref 5.1.9
Which is intended to help an organization adopt and adapt ITIL guidance?
A. The four dimensions of service management
B. The guiding principles
C. The service value chain
D. Practices
B. Correct. The guiding principles can “guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances.” Ref 4.3
What is an output?
A. A change of state that has significance for the management of a configuration item
B. A possible event that could cause harm or loss
C. A result for a stakeholder
D. Something created by carrying out an activity
D. Something created by carrying out an activity
