ITIL4 Foundation Sample-paper-1 (v1.4) Flashcards
Which practice is responsible for moving components to live environments?
- Change control
- Release management
- IT asset management
- Deployment management
D
Which practice includes the classification and ownership of queries and requests from users?
- Service desk
- Incident management
- Change control
- Service level management
A
Which practice identifies metrics that reflect the customer’s experience of a service?
- Continual improvement
- Service desk
- Service level management
- Problem management
C
What is the PRIMARY use of a change schedule?
- To support ‘incident management’ and improvement planning
- To manage emergency changes
- To plan changes and help avoid conflicts
- To manage standard changes
C
Which service management dimension is focused on activities and how these are coordinated?
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
D
How does categorization of incidents assist the ‘incident management’ practice?
- 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
A
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?
- the warranty
- outcomes
- the utility
- outputs
B
Which is a recommendation of the ‘continual improvement’ practice?
- 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
A
Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?
- 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
B
Which role submits service requests?
- The user, or their authorized representative
- The customer, or their authorized representative
- The sponsor, or their authorized representative
- The supplier, or their authorized representative
A
Which practice provides a single point of contact for users?
- Incident management
- Change control
- Service desk
- Service request management
C
Which guiding principle recommends that the four dimensions of service management are considered?
- Think and work holistically
- Progress iteratively with feedback
- Focus on value
- Keep it simple and practical
A
Which would be supported by the ‘service request management’ practice?
- 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
B
Which practice is the responsibility of everyone in the organization?
- Service level management
- Change control
- Problem management
- Continual improvement
D
Identify the missing word in the following sentence.
The purpose of the ‘information security management’ practice is to [?] the organization’s information.
- store
- provide
- audit
- protect
D
Which guiding principle recommends collecting data before deciding what can be re-used?
- Focus on value
- Start where you are
- Keep it simple and practical
- Progress iteratively with feedback
B
Which is NOT usually included as part of incident management?
- 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
C
Which describes the nature of the guiding principles?
- 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
A
Which statement about a change authority is CORRECT?
- 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 pre-authorized and do not need a change authority
- Emergency changes can be implemented without authorization from a change authority
B
Which practice has the purpose of making new and changed services and features available for use?
- Change control
- Service request management
- Release management
- Deployment management
C
Which value chain activity ensures people understand the organization’s vision?
- Improve
- Plan
- Deliver and support
- Obtain/build
B
Which statement 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 workflow that enables value creation
- Each value chain activity contributes to the value chain by transforming specific inputs into outputs
D
What is the purpose of the ‘supplier management’ practice?
- 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
A
What are the two types of cost that a service consumer should evaluate?
- 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
B
Which is a purpose of the ‘service desk’ practice?
- 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
C
How should an organization adopt continual improvement methods?
- Use a new method for each improvement the organization handles
- Select a few key methods for 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
B
Which ITIL concept describes governance?
- The seven guiding principles
- The four dimensions of service management
- The service value chain
- The service value system
D
Which is a recommendation of the ‘service desk’ practice?
- Account for all the financial assets of the 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
C
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
C
What is a standard change?
- 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’
A
What happens if a workaround becomes the permanent way of dealing with a problem that cannot
be resolved cost-effectively?
- 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
C
What is the definition of change?
- 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 environments
A
What is the definition of an event?
- 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
- An unplanned interruption to a service or reduction in the quality of a service
- Any financially valuable component that can contribute to the delivery of an IT product or service
A
Which describes outcomes?
- Tangible or intangible deliverables
- Functionality offered by a product or service
- Results desired by a stakeholder
- Configuration of an organization’s resources
C
Which is NOT a key focus of the ‘information and technology’ dimension?
- Security and compliance
- Communication systems and knowledge bases
- Workflow management and inventory systems
- Roles and responsibilities
D
- *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**
- 1 and 2
- 2 and 3
- 3 and 4
- 1 and 4
D
Which is a key consideration for the guiding principle ‘keep it simple and practical’?
- Try to create a solution for every exception
- Understand how each element contributes to value creation
- Ignore the conflicting objectives of different stakeholders
- Start with a complex solution, then simplify
B
What should be done first when applying the ‘focus on value’ guiding principle?
- 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
C
A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?
- Value
- An outcome
- Warranty
- A service offering
D
What is the definition of warranty?
- 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
B
