Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Axelos ITIL 4 Foundation Certification > Mock Exam Questions > Flashcards

Mock Exam Questions Flashcards

Questions for Mock Exams

1
Q

Define Utility

A

The functionality offered by a product or service to meet a particular need.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

A user is the [?] that uses services.

A

Role

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

Which is the best description of the value of a service to a customer?

A

The benefits of using the service as percieved by the customer.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What is a risk that might be removed from a service consumer by an IT service?

A

Failure of server hardware

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Service Relationship Management requires [?] of both the [?] and [?]?

A

Co-operation, Service Provider, Service Consumer

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Which TWO statements about the guiding principles are correct:

  1. The guiding principles support continual improvement.
  2. Each guiding principle applies to a selection of the available stakeholder groups.
  3. Organizations should decide which one of the guiding principles is relevant to them.
  4. Organizations should consider how the guiding principles interact with each other.
A

The guiding principles support continual improvement

Organizations should consider how the guiding principles interact with each other

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Which guiding principle concentrates on service consumers?

A

Focus on Value

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

A

Collaborate and Promote Visibility

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

What must always be done before an activity is automated?

A

Check that the activity has already been optimized

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

What is the keystone statement about the use of measurement in the ‘start where you are’ guiding principle is correct?

A

It should always be used to support direct observation.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Which guiding principle says that services and processes should NOT provide a solution for every exception?

A

Keep It Simple and Practical

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Which is considered by the ‘partners and suppliers’ dimension?

A

Working with an integrator to manage relationships.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Which dimension of service management considers the workflows and controls needed to deliver services?

A

Value Streams and Processes

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Which includes governance, management practices, and continual improvement?

A

The Service Value System

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

The [?] integrates practices for a specific scenario.

A

Service Value Stream

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Which value chain activity has the focus to ensure that all four dimensions of service management are continually improved?

A

Improve

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Which practice has a purpose that includes managing risks to confidentiality, integrity, and availability?

A

Information Security Management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

What is the purpose of the ‘monitoring and event management’ practice?

A

To systematically observe services and service components

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

What is the purpose of the ‘continual improvement’ practice?

A

To align the organization’s practices and services with changing business needs.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

Which practice has the purpose to identify, analyze, monitor, and continually improve links with stakeholders?

A

Relationship Management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

A

Change Enablement

22
Q

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A

Events

23
Q

What is a cause, or potential cause, of one or more incidents?

A

A problem

24
Q

Who’s responsibility is ‘continual improvement’?

A

Everyone in the organization is responsible for some aspects of ‘Continual Improvement’

25
Q

What is a change schedule primarily used for?

A

To help plan changes, assist in communication and avoid conflicts.

26
Q

Low impact [?] should be resoved efficienctly so the [?] required is [?].

A

Low impact incidents should be resoved efficienctly so the resource required is reduced.

27
Q

“Analysing information from software developers” is an activity of which phase of Problem Management?

A

Problem Identification

28
Q

Which practice has a strong influence on the user experience and customers perception of the service provider?

A

Service Desk

29
Q

Which practice is used to understand customers requirements for services?

A

Relationship Management

30
Q

Why should some service requests be fullfilled with no additional approvals?

A

To streamline the fullfilment workflow

31
Q

[?] impact [?] should be resolved [?].

A

High impact incidents should be resolved first.

32
Q

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A

A Standard Change

33
Q

Which type of change is most likely to be initiated as part of the ‘Service Request Management’ practice?

A

A Standard Chage

34
Q

The ‘incident management’ practice should maintain [?] for logging and managing incidents.

A

Formal Process

35
Q

What skill is required by all Service Desk staff?

A

Demonstration of emotional intelligence

36
Q

“Prioritization of problems based on the risk that they pose” is an activity of which practice?

A

Problem Management

37
Q

Supplier Management is a skill required by which practice?

A

Service Level Management

38
Q

Which step of the continual improvement model includes baseline assessments?

A

Where are we now?

39
Q

What is the main benefit of ‘problem managment’?

A

Reducing the number and impact of incidents

40
Q

What will not be handled as a service request

A

The degredation of a service

41
Q

Which practice is responsible for handling various user requests, inluding feedback, compliments and complaints?

A

Service Request Management

42
Q

A [?] facilitates outcomes that a customer aims to achieve?

A

Service

43
Q

**

What is the customer role responsible for?

A

Defining Requirements

44
Q

Define Value

A

the perceived benefits, usefulness, and
requirements for a service

45
Q

How can a customer contribute to risk mitigation?

A

Be fully aware of their own requirements for the service

46
Q

What ensures that service providers and service consumers continuel to create value together?

A

Service Relationship Management

47
Q

Which ITIL concept helps organization members make good decisions?

A

The Guiding Principles

48
Q

Who are the key stakeholders that a service provider should work with?

A

Customer

49
Q

Which guiding principle eliminates waste?

A

Keep It Simple and Practical

50
Q

An organization which is undergoing an improvement initiative should [?] the existing methods and services.

A

Consider

Axelos ITIL 4 Foundation Certification (7 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions